CRM Support Analyst

  • Job Reference: 96339
  • Date Posted: 7 October 2020
  • Employer: Serco Limited
  • Website:
  • Location: Hertfordshire (SG13 8TN), United Kingdom
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Home Based
  • Duration: Undefined

Job Description

IT is at the heart of many of the vital services that Serco provides, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. As our CRM Support Analyst, you'll ensure that our Local Government Partnerships (LGP) ICT Team continues to deliver innovative solutions for our customers. 

LGP works in partnership with Lincolnshire County Council, Hertfordshire County Council and Peterborough City Council and we are committed to delivering better government services to the local citizens. This role will predominately focus on Lincolnshire and Hertfordshire partnerships and whilst it is a home-based position, you may be required to travel to either of these locations from time to time.

Our ICT Team is growing due to several new and exciting projects. You'll be responsible for the support and administration of our CRM System - Lagan. You won't do this alone however, working in a small team you will be a 3rd line support for any incidents, request and issues with the CRM tool, making sure that tickets from ServiceNow are dealt with in line with KPI's and SLA's.  You'll also get involved with the development projects in relation to the tool and will be required to support software upgrades and testing. Furthermore, you'll be a point of contact for the 3rd party tool provider and the end customer ensuring any requests are monitored, progressed timely and conveyed back to the customer.

What you'll need to do the role:

Ideally, you'll have experience of working either with Lagan, CRM System or any other CRM tool, along with work experience in a similar 3rd line support role.  We are  however committed to training and development, if you are fresh out of Uni with relevant IT qualifications or have been working in 1st/2nd line support role and are looking for your next career move, then we would also like to hear from you!

We are a small team working in quick paced IT environment, there is a lot of work to do, you won't be bored! Whilst the work can be pressurised, we connect often with regular catch ups and ensure that our approach is relaxed, light-hearted and enjoyable!

Why Serco

Meaningful and vital work: This is not just infrastructure and software to us, the people we support matter. The integrity and dependability of our services are vital to many public services;

A world of opportunity: As a globally diverse company Serco will offer many opportunities to grow your skills, experience and expand your knowledge in many different sectors and locations;

Great people: It's obvious, but great people help us deliver amazing services. You'll find yourself working with a variety of highly motivated, supportive and experienced colleagues.

What we offer

  • Competitive (dependent upon skills and experience)
  • 25 days annual leave plus bank holidays and the chance to buy more as part of our Annual Leave Purchase Scheme
  • Pension matched up to 6%
  • An autonomous and supportive culture 
  • A company passionate about diversity and inclusion  

If working in an exciting and challenging environment with like-minded individuals appeals to you, please apply now and upload a copy of your CV and covering letter.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).