Client Engineering Analyst

Full time
Locationyork Calendar14/05/2018   Full time Competitive

Role Purpose: Responsible for the operational delivery, support and evolution of the Aviva Standard Operating Environment (SOE).


The background

Client Engineering provides technical expertise for the Standard Operating Experience (SOE) infrastructure, application estate, and related services. The team is responsible for the ‘gold build’ and all associated standards. Troubleshooting, evolution and hardening are all significant factors of the service.  We also provide IT and application infrastructure lifecycle technical support and problem determination expertise. The team follows operational policies and processes which are aligned with industry standards (ITIL). We also work with our key customers and internal businesses, end-user representatives to retain customers and build the business.



  • Reports to Client Engineering Manager
  • Will be a senior member of Operations team
  • Expected to work under own direction
  • Liaising with Vendors and Suppliers
  • Liaising with Aviva Global Business Units


The Person

You will be required to assist the Client Engineering Manager in providing a high standard of consultancy and governance in supporting the Aviva SOE estate. Your experience working in a large-scale corporate IT environment and with a deep understanding of networks and operating systems you will play a key role in delivering the foundations for an award-winning service. An inquisitive, logical thinker, you will have proven problem determination skills and experience in defining and documenting standards and processes. A keen team player, you will demonstrate the drive to own your own work and help others maintain a high level of service and quality.


Duties & Responsibilities

  • Delivery of IT services sufficient to meet Global IT Services customer SLAs & strategic objectives.
  • Implementation of managed changes to the Global IT Services operational environment.
  • Operational innovation including technology, people, processes and skills to deliver service and delivery improvements.
  • Root cause analysis of major incidents and action plans to mitigate risks of reoccurrence.
  • Investigate and test new tools, systems, techniques, and software products.
  • Review and recommend improvements to current working practices and procedures.
  • Manage request fulfilment through Aviva’s service ticketing system with regular, meaningful updates.
  • High quality documentation, reports and information for all technical solution/consulting engagements.


Behaviours expected

At Aviva, how we achieve our goals is as meaningful as what we do. Behaving in line with our values is essential to performing effectively at Aviva.

Care More - Care like crazy about our customers each other and the communities we operate in.

Kill Complexity - Be passionate about making things simpler for our customer – manage complexity so our customers don’t have to.

Never Rest - Be driven every single day to be edgy, think bigger and do better.

Create Legacy - Strive to build a future for our customers and each other which is every bit as bright and sustainable as others built before us.


Skills and Experience

  • Knowledge of operating systems, local area networks, tools and resources to troubleshoot and resolve common problems.
  • Knowledge of native desktop security concepts and best practices.
  • Ability to independently manage priorities in setting appointments with users and ability to collaborate and work on a team of other Desktop Support Consultants.
  • Working knowledge of associated hardware and peripherals.
  • Excellent critical and analytical thinking skills and expertise in structuring & articulating a logical argument.
  • Documented troubleshooting / problem solving skills.
  • Strong relationship management skills including senior stakeholder management.
  • Appropriate planning skills for workload prioritisation and deliveries.
  • Extensive experience within IT support function. 


Additional Information

What will you get for this role?

  • Competitive salary
  • Generous defined contribution pension scheme
  • Annual performance related bonus and pay review
  • Minimum holiday allowance of 29 days plus bank holidays and the option to buy/sell up to 5 additional days
  • Up to 30% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family
  • Excellent range of flexible benefits to include a matching share save scheme


We’re here to free people from the fear of uncertainty. Our insurance, savings and investment products help some 31 million customers enjoy life today, knowing that tomorrow is covered. And we definitely know how to look after our own people. If you love doing a great job to improve things for customers, you’ll be at home here. Help us build a future to be proud of and get ready to fulfil your potential with Aviva. 


‘Bring to Aviva what makes you different and we’ll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty’


One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.


We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Jenny Dao in the Resourcing team on


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.