At a Glance
- Tasks: Support user management systems and ensure smooth operations for digital services.
- Company: Join HMRC, a leader in digital innovation transforming the UK's tax system.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Collaborative team culture with opportunities for personal development.
- Why this job: Make a real impact by enhancing user experiences in a dynamic environment.
- Qualifications: Experience in technical support and strong communication skills are essential.
The predicted salary is between 37850 - 46261 £ per year.
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.
HMRC is transforming the UK's tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission. The Multi-Channel-Digital-Tax-Platform (MDTP) within CDIO supports HMRC in delivering digital services to the tax player and enables HMRC's wider digital strategy and policies. We support the service teams who design, manage and maintain HMRC's core digital services.
Application Operations Engineers play a key role in ensuring our user management systems run smoothly and efficiently on MDTP. This position is a non-technical first line support role. You'll join a small team responsible for managing and monitoring user management services, driving proactive service support, and maintaining operational excellence. First line support is responsible for the effective onboarding, offboarding and movement of users within MDTP. Ensuring users have access to the applications required to build digital services. You'll have a strong understanding of the access controls across the team's applications, and ensure users maintain the appropriate levels of access. You'll be responsible for monitoring the user management services, identifying and resolving user management issues where possible and appropriately escalating technical problems to support engineers and the Product Owner. You'll also contribute to continuous improvement of MDTP's user management services by maintaining user guides, updating troubleshooting documentation, collecting user feedback, and identifying trends in recurring issues. You'll work collaboratively within a mixed-discipline team, contributing to planning and service design sessions, using your user management insight to highlight dependencies and support user-centred service development.
Support hours are within the standard working day, Monday-Friday from 9am-5.30pm.
Key Responsibilities
- Provide front line support to a wide range of technical and non-technical colleagues for access to platform applications.
- Support users in ensuring they have the required access levels on applications.
- Designing & maintaining troubleshooting documentation.
- Create runbooks for first line support tasks.
- Collect feedback from users, and use this to improve the MDTP services.
- Respond to user problems, ensure users are sign-posted correctly or problems are escalated to the relevant business area.
- Use application knowledge to help form solutions to user problems.
- Recognise and flag technical issues escalating to technical leads and contribute to solutions where possible.
- Participate in team stand-ups, planning sessions and retrospectives.
- Communicate application knowledge to business colleagues and other stakeholders.
Essential Criteria:
- Proven experience in a technical support or service desk role, providing first line support to a broad range of users.
- Ability to diagnose, troubleshoot and resolve technical issues, escalating appropriately where required.
- Strong communication skills, with the ability to explain technical information clearly to non-technical stakeholders.
- Experience of maintaining accurate documentation and contributing to knowledge sharing processes.
- Understanding of IT service management principles and incident management processes.
- Escalation and problem management.
- Experience in investigating problems in systems, processes and services.
Behaviours
We'll assess you against these behaviours during the selection process: Managing a Quality Service, Working Together.
Benefits
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
How to Apply
As part of the application process, you will be asked to provide a name-blind CV including your job history and key achievements from your career which reflects the requirements of the role outlined above. Provide specific instances from your career detailing successes where you can. Last 3 roles no more than 200 words per role. A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role. Providing a specific example from your career for each criterion.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days before the vacancy closes, we may not be able to reopen your application for you.
Application Operations Engineer in Bristol employer: HMRC
HMRC is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where innovation and collaboration thrive. With flexible and hybrid working policies, generous leave allowances, and a commitment to continuous improvement, employees can achieve a healthy work-life balance while contributing to meaningful public service. Located in Birmingham's vibrant Arena Central, this role as an Operating Model Manager provides the opportunity to lead impactful change within a large organisation, making a real difference in how technology services are delivered.
StudySmarter Expert Advice🤫
We think this is how you could land Application Operations Engineer in Bristol
✨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 HMRC 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 HMRC 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 HMRC!
✨Direct Apply to HMRC
Let's not forget to apply directly through the HMRC 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 Application Operations Engineer in Bristol
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 HMRC.
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 HMRC. 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 HMRC
✨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.
