MaPs Tier 1 Support Analyst

UK Health Security Agency

This job is now closed

Job summary

The role has responsibility for providing support and information for the Agency's Money and People Services (MaPS) system hosted on Oracle Cloud.

This role will be the first point of contact to provide functional support to Finance, HR and end-users across multiple locations resolving queries and if necessary to MaPS Tier 2 Support Team.This role will also include writing procedures, process mapping and developing new ways of working.

Expected to work across/within different modules by providing Tier 1 support.

Must be able to demonstrate an excellent attitude to customer service, great communication and have a good telephone manner with attention to detail.

Main duties of the job

The main duties of this role include:

Answering Telephone Queries ensuring all requests are registered in the Maps service Helpdesk with appropriate attention to detail and where possible resolved immediately.
Managing MaPS Helpdesk requests, assessing, triaging and where possible taking ownership to resolve user queries.
Escalation of Queries to relevant team's including tier 2support team, providing feedback and to communicate with other departments where necessary.
Active involvement with quarterly patch testing of any changes to ensure the smooth running of the MaPS.
Following Standard Operating (SOPs) and (SLA's) as appropriate within own work area
Maintain and Contribute to a Central Knowledge Base by way of creating and maintaining supporting documentation, process maps, SOP's and other relevant information, always keeping them up to date.
Assist in developing end-user self-service/training materials to ensure it remains up to date.
Work closely with HR and ICT Service Desk where necessary to ensure movement of service request tickets is seamless to the end user and resolved within a timely manner.
Assist with other routine support activities as required by the Customer Service Manager

About us

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Please visit our careers site for more information https://gov.uk/ukhsa/careers

Date posted

15 January 2025

Pay scheme

Other

Salary

£31,224 to £36,176 a year Per annum, Pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

919-ROG-300214-EXT

Job locations

Canary Wharf

10 South Colonnade

London

E14 5EA

Job description

Job responsibilities

Other main duties:

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the division and UKHSA.

It should be noted that the work of the division is of a confidential nature and must not be communicated to other persons except where required for authorised purposes.

Working within the MaPS 1st Line Team, you will be part of a team thats aim is to respond and resolve user issues and concerns at their first point of contact.

With the support of your manager and the 2nd Line expert team, you will seek out further knowledge and advice on any requests where needed.

This role offers the opportunity to take learn about Oracle Fusion Cloud, how it works and impact it has on the functionality of the organisation.

The role will require you to resolve some complex operational challenges on the MaPS platform, as well as allow you to seek out areas for improvement and potential change.

Our ideal candidate thrives in a challenging environment, is motivated by making an impact and delivering results, and is comfortable with at times, working under pressure as well as working to strict timelines.

The role requires a self-starter with an eye for detail, who has the confidence to navigate, with support, a complex stakeholder and solution environment, to deliver transformative change.

You will be assessed on the below 10 essential criteria, which have been selected from the Job Description

Essential criteria

Good understanding of Finance and HR processes. Experience of working within a busy service desk environment with oracle fusion cloud. Experience within a busy customer service desk environment. Experience of identifying risks and issues and reporting to appropriate management. Good team player with the ability to switch between working independently and working within a team as and when required. Proven Excellent communication skills. Proven experience in providing excellent customer service skills. Positive can-do attitude. Ability to multitask, managing and prioritizing a number of tasks simultaneously. Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales.

Selection Process Details

Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV

Stage 1: Application & Sift

Success profiles

This vacancy is using success profiles and will assess your behaviours, experience, abilities, and strengths. You will be required to complete an application form. You will be assessed on the above listed 10 essential criteria above, and this will be in the form of a:

Application form (Employer/ Activity history section on the application)
1000word Statement of Suitability.

This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.

The Application form and Statement of Suitability will be marked separately. You must pass both to move forward to interview.

Longlisting:

In the event ofa large number ofapplications we willlonglistinto 3 piles of:

Meets all essential criteria

Meets some essential criteria

Meets no essential criteria

In order to be shortlisted you will have to meet the criteria for pile 1 and 2. If you do not meet any essential criteria you will not be shortlisted.

Shortlisting: In the event of a large number of applications we will shortlist on:

Experience within a busy customer service desk environment

If you are successful at this stage, you will progress to interview and assessment

Please do not exceed1000words. We will not consider any words over and above this number.

Feedback will not be provided at this stage.

Stage 2: Interview (success profiles)

You will be invited to a (single) remote interview.

Behaviours, experience, abilities, and strengths will be tested at interview.

The Behaviours tested during the interview stage will be:

Seeing the big picture
Making effective decisions
Working together
Delivering at pace

Interviews will be held week commencing TBC 2025.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including by definition internalapplicants).

Location

This role is being offered as hybrid working. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's London office.

Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.