Senior Product Support Analyst

Senior Product Support Analyst

Permanent, Full Time

£33,512 to £39,425 per annum

Location: Chelmsford

Working Style: Anywhere worker

Join a council that is shaping the future of public services.

Essex Digital Services is transforming how ECC delivers services, making it easier and safer for colleagues and residents to get things done. We design and deliver modern, user‑focused digital solutions that support key areas including social care, education, transport and the environment, creating digitally empowered services that deliver real value to the people who rely on them.

This role sits within the Social Care and Education Product Team, with a strong emphasis on Social Care Finance systems that underpin critical statutory and financial processes across ECC. You will play a key role in supporting, maintaining and optimising core Social Care Finance applications, ensuring they enable accurate budgeting, charging, payments and financial reporting aligned to service delivery.

As a Senior Product Support Analyst, you’ll ensure these essential corporate and departmental systems operate smoothly, securely and efficiently, safeguarding business continuity and minimising disruption to frontline social care services. Working closely with social care practitioners, finance teams, system suppliers and internal digital colleagues, you’ll manage incidents, upgrades and system enhancements, ensuring ECC maximises the value, reliability and performance of its Social Care Finance platforms.

Experience the best of both worlds with our flexible hybrid working arrangements. You’ll enjoy the freedom to work from home while still benefiting from in‑person collaboration at our Chelmsford office, typically around 2-3 days per month depending on business need.

To read more about our business area, please visit: Corporate Services

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.

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone’s Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR) on our careers site.

Equal Opportunity and Accommodations

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.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

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.