IT Application Support Officer
National Savings and Investments
Apply before 11:55 pm on Sunday 17th November 2024
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Working pattern
Number of jobs available
Contents
Location
About the job
Job summary
Are you keen to make an impact in a collaborative environment? We’re looking for an IT Application Support Officer to join our IT Services team, a vital role responsible for managing and supporting key IT applications across our organisation.
As an IT Application Support Officer, you’ll be the go to expert ensuring our core applications (including M365, SuccessFactors, and Agresso) run smoothly. You’ll collaborate with teams across the business to maximise productivity and maintain high performance and reliability for our staff and customers. By providing expert advice and support, you'll help bridge the gap between technology best practices and business needs.
We need someone who understands the importance of application support in a business setting and is passionate about delivering high quality services. Your knowledge of M365, coupled with your ability to work across business units, will help drive continuous improvement.
If you thrive in an agile environment and want to play a key role in shaping the future of our IT services, we’d love to hear from you! Join us and make a real difference to how we operate.
Job description
- The IT Application Support Officer is responsible for reviewing corporate application service desk incidents, problems, performance, & trends. Holding our Suppliers to account and supporting staff to get the best from their business applications.
- Work with a 3rd party sourced service team with a customer-centric support approach across multiple locations, focused on ensuring efficient applications providing a great customer experience.
- Ensure that all service and support functions remain responsive to customer needs.
- Manage Corporate Application service components to ensure they meet business needs and performance targets.
- Work with Business owners of the HR & Finance applications to enhance their capabilities.
- Implement changes by analysing and assessing the impact, followed by developing and documenting the required change requests.
- Identify optimisation opportunities and contribute to the implementation of proposed solutions to support continuous improvement of applications.
- Initiate and monitor actions to investigate patterns and trends to resolve problems effectively, consulting specialists where required. Determine the appropriate remediation activity and assist with its implementation and determine preventative measures.
- Use management system software and tools to investigate problems, collect performance statistics and create reports.
- Carry out the routine Application administration, minor configuration, installation and reconfiguration of corporate applications of products.
- Identify and engage with users or stakeholders to collate user needs evidence. Understand and define research that fits user needs, using quantitative and qualitative data about users to turn user focus into outcomes.
- Work with The Technical Operations Manager for Corporate IT to provide a modern digital office for our staff.
- Work with Technical Operations Managers for Retail & B2B to support the wider IT service live services.
Person specification
Essential qualifications
- Formal qualifications Information Technology, Computer Science, or proven work experience in the field of application support .
- Relevant certifications in ITIL service management
- Microsoft M365 technical certifications
Essential skills and experience
- Proven experience in IT Application service management and IT operations
- Excellent communication and influencing skills
- Experience of working in an outsourced operating model.
- Experience of working in financial services or other regulated industry.
- Experience supporting Finance & HR applications at a technical level.
Essential technical knowledge
- Good understanding of IT Application Infrastructure, including cloud, software components.
- Good understanding of Microsoft 365
- Technical knowledge of IT Application Management
- Good Understanding of ITIL Framework and best practices
- A good understanding of ServiceDesk Tools (for example serviceNow)
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
We only ask for evidence of these behaviours on your application form:
- Communicating and Influencing
- Managing a Quality Service
Technical skills
We'll assess you against these technical skills during the selection process:
- Good understanding of Microsoft 365
- Essential technical knowledge
We only ask for evidence of these technical skills on your application form:
- Good understanding of Microsoft 365
Benefits
NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.
A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.
Some benefits of working at NS&I include:
- Learning and development tailored to your role
- An environment with flexible hybrid working options
- 9 day fortnight scheme
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 28.97%
- Generous annual leave – starting at 25 days, increasing to 30 days
- Performance related variable pay bonus
- Enhanced maternity, paternity, adoption and shared parental leave
Things you need to know
Selection process details
To apply, please click the link on this advert and follow the steps to complete the application form.
We will sift applications based on the following, up to 250 words, on how you meet the essential qualifications, skills and criteria for the role.
- Proven experience in IT Application service management and IT operations
- Communicating & influencing
- Managing a quality service
- Good understanding of Microsoft 365
In the event of a large number of applicants, applications will be sifted on the following lead key criteria only:
- Proven experience in IT Application service management and IT operations
Please note there is no expectation for you to meet the maximum word count provided for the statement. Feel free to use as many words as you need within the limit to demonstrate your experience in a concise and clear manner.
If shortlisted, you will be invited to attend a 1 hour panel interview via video call.
Interviews will take place w/c 16th December 2024.
Note we are unable to accept CVs.
This role is subject to Baseline Personnel Security Standard and financial credit checks.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Working for NS&I
NS&I is currently working in a hybrid way with colleagues expected to work in the office for 40% of their working month and this will be increasing to 60% of their working month in the summer of 2024. If you are applying to work in London, the role is currently based in Sanctuary Buildings, Great Smith Street, SW1P 3BT and in early 2025 it is anticipated that NS&I will be moving out of Sanctuary Buildings and into our new NS&I London office location, Riverside House, 2a Southwark Bridge Rd, London SE1 9HA.
Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.
If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.
Note to existing permanent employees at NS&I - Please be aware that if you are a permanent employee appointed to a fixed term role, our recruiting principles ensure you will retain your permanent status at the end of this contract. However, you are not guaranteed to return to your original role. At the conclusion of this fixed term period, you may be redeployed to another suitable role at NS&I, offered retraining or will be given priority mover status to find another role in the civil service.
NS&I employees on a fixed term contract moving to another fixed term role, will continue to be employed for a fixed term to the end date of this role. You may apply for suitable roles within NS&I or the civil service.
Further information
Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : jobs@nsandi.com
- Email : jobs@nsandi.com
Recruitment team
- Email : jobs@nsandi.com
Further information
