Application Support Specialist

UK Health Security Agency

Information:

This job is now closed

Job summary

** Please be advised to apply using the 'Reed Application Link' as this will allow you to apply directly to the role. If you do choose to use the NHS application link, you will be contacting post closing date to re-apply and will be given only 24 hours to complete the form.**

>>>>>>>>>>>>>>>>>>>https://emea3.recruitmentplatform.com/apply-app/pages/application-form?jobId=P0OFK026203F3VBQB688MF6R0-251845<<<<<<<<<<<<<<<<

The purpose of the Application Support Specialist role is to provide operational and project support to UKHSAs case and incident management system, including the resolution of application and system issues that arise across the business. This will include carrying out systems administration tasks such as administering user accounts, managing help desk enquiries, and maintaining user documentation.

The role will also ensure that system champions are supported and provided with appropriate training, resources, and guidance to enable them to deliver effective training in their units.

The role will also participate in the research and system application needs to visualize and resolve any problems for users regarding the use of the case and incident management system.

Main duties of the job

The below 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

  • Provide service desk support to users and teams within the organization, and to external clients when required.
  • Provide communication and support to users regarding system updates
  • Assist with systems enhancement activities including testing support workflows
  • Monitor the ticketing system and ensure comprehensive database of queries and resolutions is kept up to date.
  • Maintain and update technical documents and procedures
  • Identify and resolve technical issues
  • Monitor existing systems and recommend opportunities for new system developments
  • Prepare and maintain reports to support SLAs and performance monitoring
  • Support training to the users regarding any system developments
  • Monitor system availability and provide proactive communication with operations team and users
  • Support appropriate testing on all systems prior to live implementation (business acceptance testing, user acceptance testing) when required
  • Support the development and maintenance of user documentation as appropriate, providing any information that might assist in help desk support and/or training of users
  • Communicate and engage effectively with a range of people, including internal and external system users. This will include dealing with enquiries promptly and courteously, escalating when required

About us

At the United Kingdom Health Security Agency (UKHSA) our mission is to provide health security for the nation by protecting from infectious disease and external hazards. We are a trusted source of advice to government and to the public, focusing on reducing inequalities in the way different communities experience and are impacted by infectious disease, environmental hazards, and other threats to health.

Our mission is challenging, innovative and in the spotlight. We will work to ensure our people have the diverse skills, experiences and backgrounds we need to thrive, that our employees are representative of the communities we serve and feel valued and enabled to play their part in delivering our work.

Creating our working culture is an ongoing process which we are developing by listening and learning together, hearing and acting upon diverse voices and opinions to develop a common sense of identity and effective ways of working.

Working for the UKHSA

For more information on the UKHSA please visit: UK Health Security Agency - GOV.UK (www.gov.uk)

Site Location:Leeds Blenheim House/Remotely (with travel to other UKHSA locations if required)Hybrid working available.

*Please be aware that this role can only be worked from within the UK and not overseas. Relocation expenses are not available. *

Date posted

03 April 2023

Pay scheme

Other

Salary

£24,091 to £28,195 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

K9919-RPO01987

Job locations

Blenheim House

Leeds

LS1 4PL


Job description

Job responsibilities

Selection process details

STAGE 1 - APPLICATION & SIFT:

You will be required to complete an application form. This will be assessed in line with the advertised essential criteria please do provide evidence of how you meet this.

If you are successful at this stage, you will progress to an interview.

STAGE 2 INTERVIEW

As part of the process, candidates will be invited to interview which will involve an in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification.

Your Statement of Suitability should outline your skills, experience, and achievements, providing evidence of your suitability for the role, with reference to the essential criteria (outlined in the person specification section).

You will also be asked to provide information within the Employer/ Activity history section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history.

Expected Timeline

Advert closes: 17/04/2023 at 23:55. Unfortunately, late applications will not be considered. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Interviews:TBC

Please note these dates could be subject to change.

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.

People working with government assets must complete Basic Personnel Security Standard checks.

Please note:

This role is to be appointed under Civil Service Terms & Conditions.Full details on the T&Cs are found https://www.ukhsa.reed.com/

Are you already a civil servant, or employed by a Civil Service Commission accredited public body? Please state home department on your application form.

Do you meet the nationality requirements for this post?https://www.ukhsa.reed.com/

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email:Complaints1@ukhsa.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Feedback will only be provided if you attend an interview or assessment.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Job description

Job responsibilities

Selection process details

STAGE 1 - APPLICATION & SIFT:

You will be required to complete an application form. This will be assessed in line with the advertised essential criteria please do provide evidence of how you meet this.

If you are successful at this stage, you will progress to an interview.

STAGE 2 INTERVIEW

As part of the process, candidates will be invited to interview which will involve an in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification.

Your Statement of Suitability should outline your skills, experience, and achievements, providing evidence of your suitability for the role, with reference to the essential criteria (outlined in the person specification section).

You will also be asked to provide information within the Employer/ Activity history section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history.

Expected Timeline

Advert closes: 17/04/2023 at 23:55. Unfortunately, late applications will not be considered. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Interviews:TBC

Please note these dates could be subject to change.

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.

People working with government assets must complete Basic Personnel Security Standard checks.

Please note:

This role is to be appointed under Civil Service Terms & Conditions.Full details on the T&Cs are found https://www.ukhsa.reed.com/

Are you already a civil servant, or employed by a Civil Service Commission accredited public body? Please state home department on your application form.

Do you meet the nationality requirements for this post?https://www.ukhsa.reed.com/

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email:Complaints1@ukhsa.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Feedback will only be provided if you attend an interview or assessment.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Person Specification

Experience

Essential

  • Experience of leading the provision of application support, acquired through practical work experience or training.
  • Excellent customer service and relationship management experience with experience of promoting process improvement.
  • Practical experience of computer applications, providing customer satisfaction by meeting quality standards
  • Attention to detail combined with the ability to analyse, interpret, and present key data/messages from detailed analysis. Has the ability to enter data on electronic databases accurately, pre-empting and evaluating issues and recommending an appropriate course of action.
  • Pragmatic, independent thinker with problem solving and analytical skills and the ability to respond to sudden and /or unexpected demands.
  • Highly organised with the ability to work on own initiative and organise own workload without supervision, ensuring delivery of objectives, at times in demanding and challenging environments and/or timescales.
  • Able to forge sound working relationships and working environments, with the ability to liaise with a wide range of stakeholders including senior managers and health professionals.
  • Experience of planning and organising project support working practices, dealing with confidential and sensitive information, and implementing policies and procedures
  • Can manage complex matters and difficult situations, often requiring effective communication, persuasion and influencing skills.
  • Have a professional calm and efficient manner with the ability to be adaptable, flexible, and able to cope with uncertainty and change.
  • An understanding of and commitment to equality and diversity

Desirable

  • Educated to Degree level in relevant subject or equivalent level experience.
  • Experience of using help desk ticketing software.
  • Practical knowledge or experience of programme or project management practices, tools & specialised techniques including designing, setting up and implementing programme or project processes and procedures for large and/or complex projects.
Person Specification

Experience

Essential

  • Experience of leading the provision of application support, acquired through practical work experience or training.
  • Excellent customer service and relationship management experience with experience of promoting process improvement.
  • Practical experience of computer applications, providing customer satisfaction by meeting quality standards
  • Attention to detail combined with the ability to analyse, interpret, and present key data/messages from detailed analysis. Has the ability to enter data on electronic databases accurately, pre-empting and evaluating issues and recommending an appropriate course of action.
  • Pragmatic, independent thinker with problem solving and analytical skills and the ability to respond to sudden and /or unexpected demands.
  • Highly organised with the ability to work on own initiative and organise own workload without supervision, ensuring delivery of objectives, at times in demanding and challenging environments and/or timescales.
  • Able to forge sound working relationships and working environments, with the ability to liaise with a wide range of stakeholders including senior managers and health professionals.
  • Experience of planning and organising project support working practices, dealing with confidential and sensitive information, and implementing policies and procedures
  • Can manage complex matters and difficult situations, often requiring effective communication, persuasion and influencing skills.
  • Have a professional calm and efficient manner with the ability to be adaptable, flexible, and able to cope with uncertainty and change.
  • An understanding of and commitment to equality and diversity

Desirable

  • Educated to Degree level in relevant subject or equivalent level experience.
  • Experience of using help desk ticketing software.
  • Practical knowledge or experience of programme or project management practices, tools & specialised techniques including designing, setting up and implementing programme or project processes and procedures for large and/or complex projects.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

UK Health Security Agency

Address

Blenheim House

Leeds

LS1 4PL


Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)

Employer details

Employer name

UK Health Security Agency

Address

Blenheim House

Leeds

LS1 4PL


Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)

For questions about the job, contact:

Daisy Zhang

Daisy.Zhang@reed.com

Date posted

03 April 2023

Pay scheme

Other

Salary

£24,091 to £28,195 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

K9919-RPO01987

Job locations

Blenheim House

Leeds

LS1 4PL


Supporting documents

Privacy notice

UK Health Security Agency's privacy notice (opens in a new tab)