Senior End User Computing Engineer in London

Location: National

Closing Date: 20th November

Interviews: W/c 30th November (subject to change)

Grade: SEO

Salary: £49,325 - £56,050 which may include an allowance up to £6,725 (London); £42,914 - £51,675 which may include an allowance up to £8,761 (National)

Working pattern: Full-time, Part-time, Flexible working, job share.

Contract Type: 2 Year Fixed Term appointment (with the potential for the role to become permanent - subject to review).

Number of vacancies: 1

Vacancy number: 23979

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.

The Role

Please note this role requires you to pass Security Check clearance.

We’re recruiting for Senior End User Computing Engineer here at Justice Digital, Data and Science to be part of our warm and collaborative End User Compute Services (EUCS) team within Technology Services.

This role aligns against Senior End User Computing Engineer from the Government Digital and Data Framework.

The Digital Employee Experience (DEX) team supports over 110,000 end users, focused on user experience, data and automation, cross-functional problem resolution, and insight-led continuous improvement. Using DEX tooling, analytics, automation and user feedback, the team proactively identifies and resolves technology issues, addresses root causes, works across Justice Digital, Data and Science to improve service performance, and turns experience data into actionable insight that drives a better, more proactive digital experience.

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.

Key Responsibilities:

• You will play a crucial role in ensuring a seamless and productive digital experience for employees within our organisation.
• You will be responsible for managing the current DeX solution (NexThink). Experience in a similar DeX management toolset, (such as Lakeside Systrack, 1E Catch Point, Aternity, ControlUp DEX, Ivanti Neurons, Riverbed Alluvio) is also welcome.
• The role will entail monitoring, optimising and enhancing the end-user experience across various devices, applications, virtualisation, and networks.
• Your expertise will contribute to improving workforce productivity, reducing IT costs, and fostering employee sentiment.
• Part of the responsibility of this role would also include analysing and presenting data in an insightful form.
• Continuously monitor employee experience across applications, devices, and networks.
• Proactively identify and address technology issues that impact end-users and collaborate with IT teams to ensure optimal performance and usability of digital tools, such as PowerShell, Intune and Group Policy.
• Use intelligent data collection and analysis to swiftly resolve common user experience problems by implementing automated solutions to address root causes of performance degradation.
• Work closely with infrastructure, operation managers and product leads to fix technical problems and identify and advance repeat issues to the lead engineer, incident and problem management team.
• Create user centric campaigns to engage with end-users to gather feedback, understand pain points, and address concerns, fostering a positive digital experience by actively listening to employee needs.
• Collaborate effectively with other areas of EUCS and Justice Digital, Data and Science peers, colleagues and managers to resolve issues, contributing to shared goals and the delivery of integrated solutions.
• Communicate with end users to provide timely and accurate information and status updates.
• Present recommendations for resolving issues and ticket requests and exercise independent judgement while developing the understanding of the process, policies, governance and risk controls.
• Collecting and refining data to support the strategic goals of Justice Digital, Data and Science.
• Provide technical and analytical expertise to ensure accurate analysis and reporting, identifying trends for strategic decision-making, and enhancing existing processes for ongoing improvement.
• Gathering, managing and analysing data for various studies, developing reusable business intelligence reports, and effectively summarising data and findings for stakeholders.

Person Specification

Essential

• Experience of using and applying Digital Employee Experience (DEX) tooling to monitor, analyse and improve the end-user technology experience, using data and insight to identify issues, prioritise improvements and measure service outcomes.
• Continual Service Improvement: Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Problem management: Initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required. Determine the appropriate remedy and assist with its implementation. Determine preventative measures.
• Technical Specialism: Use management system software and tools. Use logical schemata to investigate problems, collect performance statistics and create reports. Carry out the routine configuration, installation and reconfiguration of database and related products. Optimise performance and forecast resource needs.
• User Focus: Identify and engage with users or stakeholders to collate user needs evidence. Understand and define research that fits user needs. Use quantitative and qualitative data about users to turn user focus into outcomes.

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.

The values are Purpose, Humanity Openness and Together.

The Civil Service is committed to attract, retain and invest in talent wherever it is found.