At a Glance
- Tasks: Lead complex product support and ensure seamless service for key business applications.
- Company: Join Essex Digital Service, a forward-thinking team in Chelmsford.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a Disability Confident Leader committed to inclusivity and safeguarding.
- Why this job: Make a real difference by supporting inclusive solutions and enhancing user experiences.
- Qualifications: A Level education and experience in product support, especially in public sector.
The predicted salary is between 40805 - 40805 £ per year.
- Senior Product Support Analyst - Access to Work/Complex Service Requests
- Permanent, Full Time
- Working Style: Anywhere worker
*This is a hybrid-working role contractually based in Chelmsford. You will work from the Chelmsford office at least one day per week, depending on business need.
At Essex Digital Service, we’re strengthening our IT Operations capability to support complex, business-critical needs, and we’re looking for Senior Product Support Analysts that will sit alongside our Operations Team to play a key role in that shift.
These roles will act as subject matter experts for more advanced incidents, non-standard requests, and specialist solutions that enable our organisation to operate effectively.
You’ll take ownership of more complex and nuanced support demands, including bespoke software requests, Assistive Technology and Access to Work solutions, and cases that fall outside standard service models.
Working closely with service desk, infrastructure, suppliers and product teams, you’ll provide deep technical expertise, problem-solving capability and a proactive approach to ensuring sustainable, user-focused outcomes, not just quick fixes.
This role will play a key part in supporting colleagues with Access to Work requirements, alongside handling more complex or bespoke service requests that fall outside of standard offerings, ensuring inclusive and effective solutions are delivered.
Key Responsibilities
- Lead the resolution of incidents and service requests for key business applications, ensuring minimal disruption and high service availability.
- Plan and review application support services to meet business needs and drive continuous improvement.
- Manage supplier relationships and contracts to ensure service levels are met and upgrades are supported effectively.
- Schedule and oversee the work of product support staff, ensuring adherence to standards, documentation, and configuration procedures.
- Monitor and manage support requests, keeping users informed and ensuring timely resolution.
- Lead the implementation of software upgrades and releases, including contingency planning and supplier coordination.
- Ensure application projects and upgrades integrate effectively with existing systems and infrastructure.
- Configure and optimise application software to maximise functionality and performance.
- Work with business users to identify opportunities for improvement and efficiency through better use of applications.
- Investigate software failures, analyse logs, and liaise with suppliers to resolve issues and prevent recurrence.
- Provide guidance on application security, licensing, backups, and disaster recovery.
- Develop and enhance SSRS and SQL-based reports across ECC systems, ensuring they are well-designed and reusable.
The Experience You Will Bring
- Educated to A Level and qualified to Level 5 or 6 in Digital Application Support, or equivalent experience.
- Proven experience in a product support role, ideally within a large local authority or public sector organisation.
- Strong communication skills, with the ability to engage technical and non-technical audiences.
- Excellent customer service and stakeholder engagement skills.
- Good understanding of service standards and agile delivery principles.
- Experience working in effective teams and applying creative thinking to solve complex issues.
- Skilled in investigating root causes, evaluating options, and resolving a broad range of technical challenges.
- Committed to continuous professional development and staying current with technical and business change.
Essex County Council is proud to be a Disability Confident Leader.
We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job.
Please speak to our Recruiters if you require any reasonable adjustments during the process.
We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
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Senior Product Support Analyst – Access to Work/Complex Service Requests in Chelmsford employer: Essex County Counci
Essex County Council is an exceptional employer for Adults Social Workers, offering a community-focused work environment in the diverse areas of Colchester and Tendring. With a commitment to employee wellbeing, ongoing professional development, and flexible working options, we empower our staff to make a meaningful impact while enjoying a supportive culture that values collaboration and innovation. Join us to be part of a passionate team dedicated to helping individuals achieve independence and live fulfilling lives.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Product Support Analyst – Access to Work/Complex Service Requests in Chelmsford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Essex County Counci values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Essex County Counci might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Essex County Counci!
✨Direct Apply to Essex County Counci
Let's not forget to apply directly through the Essex County Counci website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Product Support Analyst – Access to Work/Complex Service Requests in Chelmsford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Essex County Counci.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Essex County Counci. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Essex County Counci
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
