Application Support Engineer
Location: National*
Closing Date: 4th August
Interviews: W/C 17th August
Grade: HEO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary**: National: £35,335 - £37,847. London: £40,014 - £42,859.
Working pattern: Full-time, Part-time, Flexible working, Job share - needs to match Avature and the benefits section
Contract Type: Permanent
*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
Please note that unless you are an existing member of staff at Justice Digital, Data and Science, the only London location being recruited to is 10 South Colonnade, E14 4PU. We are no longer recruiting to 102 Petty France, SW1H 9AJ.
We are recruiting for an Application Support Engineer, to work as part of the HMPPS Digital Live Support Team, responsible for supporting users of our portfolio of Digital Services alongside our growing HMPPS Digital product teams. The role is pivotal in continuing to provide a high-quality service to our colleagues across HMPPS, and forms a key part of HMPPS Digital delivery practice.
This role aligns against Application Operations Engineer from the Government Digital and Data Framework.
HMPPS Digital Service exists to create the tools that support the Prison and Probation Service so that they can provide decent, safe and productive places to live and work, and support prisons to protect the public and reduce reoffending by rehabilitating the people in our care through education and employment. Our Live Services mission is to ensure that the HMPPS Digital underpinning technology and services operate for those accessing our digital services throughout the HMPPS estate.
You’ll receive a range of excellent benefits when you join our department, including:
A generous employer pension contribution of 28.97% through the Civil Service Pension Scheme.
25 days of annual leave, (increasing to 30 days once you have reached 5 years of service), plus 8 bank holidays and a privilege day for the King’s birthday.
Flexible working arrangements including hybrid working, working part time or compressed hours. Designed to support a positive work-life balance.
Employees are allocated 10% of their working time for personal and professional development.
A £1k per person learning budget is in place to support all our people, with access to best-in-class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms.
Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
You can find more details of the Benefits we offer here. To help picture your life at MoJ Justice Digital, Data and Science please take a look at our blog.
Key Responsibilities:
The Live Service Support team is responsible for the overall support and reliability of Digital Prisons Services.
This will include being able to:
Create, maintain and apply appropriate permissions for users accessing our services
Respond to and resolve incidents within defined service level agreements (SLAs).
Guide users through issue resolution processes and ensure a positive customer experience.
Collaborate with internal teams to escalate and address critical issues promptly.
Create and maintain documentation related to application support processes, known issues, and resolutions
Identify opportunities for process improvements and efficiency gains in application support.
Participate in cross-functional meetings to enhance communication and understanding.
Process support requests from internal product teams
Set an example for and encourage open, positive, and constructive communication both within the team and when communicating with other DPS teams
Cultivate and maintain relationships with other teams within DPS and Justice Digital, the MoJ's Department responsible for Digital Services.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Person Specification
Essential
Understanding of service management framework - Has an understanding of service management framework principles and processes, and the ability to apply the technical knowledge in support activities.
User focus - Understands users and can identify who they are and what their needs are based on evidence. Puts users first and can manage competing priorities.
Incident management. You can identify and register incidents, gathering the required information, resolving the incident or allocating it to the appropriate channel for resolution.
Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
Technical understanding. You can show an awareness of the relevant subject matter and a high level understanding of what it involves.
User access. You can assess, identify and provide the correct level of access to applications.
Willingness to be assessed against the requirements for SC clearance.
We welcome the unique contribution diverse applicants bring and do not discriminate based on culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.
Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.
Salary Information**
Base salary for this role is from National: £35,335 - £37,847. London: £40,014 - £42,859.
New entrants to the Civil Service joining the MoJ are expected to start at the minimum of the pay band.
Existing Civil Servants moving on a level transfer will retain their current base salary or move to the minimum of the pay band for the role, whichever is higher.
Existing Civil Servants who are promoted will either move to the bottom of the new grade’s pay band or receive a 10% uplift, whichever provides the greater increase.
How to Apply
In Justice Digital, Data and Science, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We shall assess a combination of your Experience and the following Behaviours during the assessment process -
Working together
Managing a quality service
Changing and Improving
Stage 1 - Application and sift:
To apply for this position, you must submit the following as part of your application:
A CV detailing your career history (including any relevant qualifications). Your CV will be assessed against the essential criteria outlined within the Person Specification of this advert.
A Personal Statement (no more than 750 words) which should outline your experience and skills, giving clear examples of work undertaken.
A diverse sift panel will review the information in your CV and Personal Statement to assess the sift criteria specified above. We operate an anonymous shortlisting process. Please ensure your CV and Personal Statement do not include your name or any other identifying details.
At the sift stage, the following criteria will be assessed -
Understanding of service management framework - Has an understanding of service management framework principles and processes, and the ability to apply the technical knowledge in support activities.
Incident management. You can identify and register incidents, gathering the required information, resolving the incident or allocating it to the appropriate channel for resolution.
Technical understanding. You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.
Please access the following link for guidance on how to apply - Application Guidance
Stage 2 - Interviews:
Successful candidates who meet the required standard will then be invited to a panel interview held via Microsoft Teams. At interview stage, you will be assessed against the following Success Profile elements - Experience and the following Behaviours:
Working together
Managing a quality service
Changing and Improving
Appointments are made strictly in merit order. In the event that two or more candidates receive identical interview scores, the ‘Understanding of service management framework’ criterion will be applied as the primary lead criterion to determine the final merit order.
Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.
A reserve list may be held for up to 12 months, from which further appointments may be made.
Use of Artificial Intelligence
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Please review our Terms and Conditions which set out how we recruit and provide further information related to the role and salary arrangements.
If you have any questions, please feel free to contact digitalanddatarecruitment@justice.gov.uk