BI 2nd Line Engineer

Last updated 12 days ago

BI 2nd Line Engineer

Would you like to develop your career within a fast-growing technical domain and to work with innovative technology alongside those developing the next generation aircraft, providing support for the configuration and use of the client’s solution? We currently have a vacancy for a BI 2nd Line Engineer at our site in Warton.

As a BI 2nd Line Engineer, you will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated, updated and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.

This role will provide you with a great many training opportunities and will support you in your self-development within a culture that embraces diversity.

Your main responsibilities as a BI 2nd Line Engineer will involve:

Managing the support of customer issues

Investigating incidents related to the products

Completing Access requests to BI and Finance Systems as required

Using initiative to process and prioritising faults according to incident type and in line with SLA

Correctly assigning calls to resolver groups or individuals

Authoring knowledge-based articles for both internal staff and customers

Being involved in the regular running of data fixes

As required, applying environment configuration or localisation settings

Ensuring technical documentation is up to date

Exceptional Incident Management skills with the ability to identify root cause and applying solutions to resolve

Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to root cause and suggestions for solution

Ensuring all time spent is accurately logged on the Service Desk system

Excellent ability to transfer Knowledge within a team

Your skills and qualifications:


Working in a service desk environment

Working with remote desktop software

Experience within the Business Intelligence Field including Tableau and Service Now

Microsoft SQL Server, including writing SQL database queries and understanding and following through complex SQL to establish the root cause of issues

Technical operations and technical troubleshooting

Trend Analysis and Problem Management

Writing technical documentation and knowledge base articles

MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)

An understanding of SLAs and their importance

Strong relationship building, influencing and negotiating skills

User Administration - Active Directory

Managing / Assisting with Technical Releases and Deployments

ITIL Certified


Working within a software development company

Advanced Microsoft SQL server including stored procedure, schemas and functions

Agile software development

JIRA and Confluence

Knowledge of MotioCI – IBM Cognos, TM1 and Qlik

Software testing

What we're looking for in you:

You will have good communication skills and be customer focused. You will understand technical instructions and be able to communicate technical information to others. You will be confident working with the minimum of supervision and have responsibility for the quality and timely delivery of your own work.

Ability to organise and co-ordinate areas of work for yourself and others

Location: Warton

Salary: Competitive

Benefits: Our employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.

BAE Systems Air

If you’d like to make a real difference where it counts, BAE Systems is the place for you.

From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent – at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.

As part of our Air team, you could be working at the edge of what is technologically possible, shaping the future to ensure our customers are ready to face challenges we cannot even imagine today. You could be developing and evolving the technologies that will defend the UK for generations to come and supporting our customers around the globe.

Join us and you’ll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.

We recognise that an inclusive and diverse workplace – where all employees feel respected, valued and able to achieve their full potential – is vitally important. Not only does it inspire creativity and collaboration, it’s good for business. We celebrate our differences and believe our diverse skills, abilities and perspectives strengthen our culture and our overall performance.

We welcome applications from all suitably qualified people.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.