At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

The role is an exciting position that would suit an enthusiastic and driven individual. You will be given the tools and resources to build a progressive career within a Global organisation.

You will play a key role in supporting the team working with our platform, Track Record - a cloud-based, evidence-driven solution developed and owned by Jacobs, further details available at www.trackrec.com.

The software is delivered to aid clients, both internal to Jacobs and external, across four use cases:

• Track Record Facilities: A compliance and asset management platform that simplifies and strengthens facilities oversight through mobile and desktop inspections, automated workflows, dashboards and CAFM integration to enable proactive risk management.
• Track Record Engage: A stakeholder engagement and land access management solution that consolidates data, mapping, and workflows to improve collaboration and accelerate project delivery.
• Track Record Safety: A health and safety management platform that embeds risk mitigation and compliance into infrastructure projects through real-time hazard tracking and dynamic dashboards.
• Track Record Maps: A geospatial platform that integrates spatial and operational data to deliver interactive mapping, streamline planning, and enhance project decision-making.

The System Support Administrator is a client-focused process role, ensuring smooth service delivery by handling reactive requests ranging from technical support to configuration and data updates. You will work closely with clients and internal teams to maintain compliance, accuracy, and operational efficiency. Flexibility, attention to detail, communication skills and a strong ability to understand, follow and execute processes are essential.

Due to client contract requirements this is a full-time role, working hours are 8:30 –5pm Monday to Friday, working 2 days in our Manchester office.

During the initial training phase, office attendance is required 4 days per week to support onboarding and knowledge transfer.

Your responsibilities will include:

Document and Action Management:

• Organising, tracking, and managing all relevant documents and actions
• Ensuring timely follow-up on tasks and action items

Data Management:

• Process and manipulate large datasets to align with product requirements
• Import and update data registers and geometry data within the system
• Ensure accuracy and consistency of data across all updates and imports

Configuration and Maintenance:

• Implement configuration changes as requested by clients or internal stakeholders
• Perform recurring housekeeping and system maintenance tasks to ensure optimal performance

Supplier Engagement:

• Collaborating with client and project delivery teams to ensure successful utilisation of the Track Record platform
• Maintaining positive relationships with suppliers to enhance service delivery

System Training and Support:

• Providing training and support to user on the use of our management system (Track Record).
• Assisting clients in navigating the system and addressing any technical queries

Client Management Reporting:

• Preparing, reviewing, and validating scheduled management reports for our client
• Ensuring accuracy and completeness of data in these reports

Basic Technical Support:

• Offering Level 1 technical assistance to clients via telephone and live chat via our dedicated Customer Service Portal
• Troubleshooting common issues and providing solutions

Collaboration with Technical and Operations Leads:

• Working closely with the Track Record Technical Lead and Operations Delivery Lead
• Escalating process changes and identifying key trends to improve system efficiency

Supporting Project Managers and Client Managers:

• Assisting Project Managers and Client Managers in delivering solutions to clients
• Monitoring client performance metrics, contract review meetings, and document control processes

Project Progress Reporting:

• Collaborating with project managers to track project progress
• Providing regular updates on project milestones and deliverables

Essential:

• Strong Teamwork Skills: Ability to collaborate effectively with colleagues and contribute to a positive team environment
• Strong work ethic: Whether it is meeting deadlines, going the extra mile, or maintaining a positive attitude, a good work ethic contributes significantly to personal and professional growth
• Deadline-Oriented: Capable of working under tight deadlines, prioritising or managing multiple tasks, and following instructions
• Database Management and Data Analysis Experience: Proficiency in managing databases and analysing data. This skill is valuable for maintaining accurate records and making informed decisions
• Quick Learner: Willingness to learn new software programs and processes
• Organisational Skills: High attention to detail and strong organisational abilities
• Proficiency in Microsoft Software: Excel, Outlook, Word, PowerPoint and Teams
• Problem-Solving: Strong analytical skills with the ability to identify and resolve issues
• Professionalism: High standards of presentation and efficiency
• Effective Communication: Confident written and oral communication skills both internally and externally

Desirable:

• Client-Facing Interaction: Previous experience in directly engaging with clients. Strong communication skills are essential for addressing client needs and ensuring satisfaction
• Understanding of Client Service Delivery: Familiarity with the processes and requirements involved in delivering services to clients. This includes meeting service level agreements and maintaining positive client relationships
• Experience in CSM Function of ServiceNow: Knowledge of ServiceNow’s Customer Service Management (CSM) module, which helps streamline customer interactions and support requests
• Familiarity working with geometry data and its application within project management systems
• Experience working with Power BI, including reviewing reports for accuracy

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We value collaboration and believe that in-person interactions are crucial for both our culture and client delivery. We empower employees with our hybrid working policy, allowing them to split their work week between Jacobs offices/projects and remote locations enabling them to deliver their best work.

Your application experience is important to us, and we’re keen to adapt to make every interaction even better. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team via Careers Support.