At a Glance
- Tasks: Provide top-notch application support and troubleshoot issues for users.
- Company: Join the National Audit Office, a leader in audit technology and innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic team environment with excellent career advancement opportunities.
- Why this job: Make a real impact in enhancing audit quality and efficiency with cutting-edge tech.
- Qualifications: Experience in application support and strong problem-solving skills required.
The predicted salary is between 61461 - 75119 £ per year.
Contract type: Permanent
Location: London or Newcastle
Salary: c.£50,479 (London), c.£42,778 (Newcastle) a higher base may be considered for an exceptional candidate
Office attendance: The NAO operates a hybrid working policy where staff are expected to be in the office a minimum of 2 days a week.
Main purpose of the job: The National Audit Office (NAO) has made a strategic investment in audit technology and automation to enhance audit quality, efficiency, and value for money.
Key responsibilities:
- Provide high-quality application support for users, taking ownership of incidents and service requests through to resolution or escalation.
- Investigate application issues, identify recurring problems, support root-cause analysis and agree fixes or workarounds with technical teams or suppliers.
- Complete business-as-usual administration, including joiner, mover and leaver activity, access changes and periodic access reviews, ensuring least-privilege access and clear audit evidence.
- Monitor application availability, performance, capacity, data quality and service trends, using insight to identify risks and recommend improvements.
- Support incident, problem, change, release and knowledge management processes, including controlled configuration changes, maintenance and updates.
- Plan and complete functional, regression and user acceptance testing for releases, patches and infrastructure changes, including test scripts, evidence, defect management and post-release checks.
- Coordinate supplier support tickets, provide clear evidence, monitor service performance and elevate recurring issues or risks as needed.
- Create and maintain support procedures, knowledge articles, user guidance, training materials, service reporting and other documentation to support consistent team delivery.
- Support the development and delivery of user training or knowledge-sharing activities where this helps improve application use, reduce repeat queries and support effective adoption of changes.
- Support projects and the transition of new or changed services into business-as-usual operation, ensuring support, monitoring, documentation, access, resilience and supplier arrangements are ready.
- Participate in extended-hours support during peak periods and occasional out-of-hours work for upgrades, maintenance or priority issues.
Skills and Experience
Essential skills
- Experience supporting business-critical applications or digital services, including incident triage, service requests, escalation and resolution.
- Good understanding of application support and IT service management, including incident, problem, change, release, deployment and knowledge management.
- Ability to diagnose application issues, identify recurring problems and work with technical teams or suppliers to agree fixes or workarounds.
- Experience supporting releases, upgrades or patches, including testing, evidence recording and defect management.
- Experience creating or supporting user guidance, training materials or knowledge-sharing content to help users understand application changes and common support processes.
- Ability to use service data, ticket trends, user feedback and reporting tools to monitor performance, identify risks and support continuous improvement.
- Good data and analysis skills, including intermediate Excel skills and the ability to present information clearly for operational reporting and decision-making.
- Awareness of access management, information security and data protection, including least-privilege access and clear audit evidence.
- Familiarity with ITIL principles or equivalent service management practices.
Desirable skills
- Understanding of Dynamics 365, Microsoft Power Platform and Dataverse would be an advantage, particularly where these support configuration, application administration, data management, workflow automation, integration and service support.
- Familiarity with SharePoint, Azure DevOps and SQL.
- Awareness of Application Insights and experience of setting up or using performance monitoring would be an advantage, particularly to support service reliability, issue investigation and continuous improvement.
- Interest in emerging technologies, including automation and AI, and how these may potentially support audit technology services in the future.
Abilities
- Delivers high-quality customer service and a positive user experience.
- Communicates clearly and effectively with users and stakeholders.
- Able to work at pace, prioritise effectively, and manage multiple issues or tasks.
- Works confidently with third-party suppliers, escalating issues appropriately.
- Collaborates effectively with colleagues across different teams and seniority levels.
- Applies logical, solutions-focused thinking to resolve problems.
Out of Hours and Peak Period Working
During the peak financial audit period (May, June and July), the postholder will be required to participate in an extended hours support rota. Shifts may fall between 8:00am and 7:00pm Monday to Friday, and between 10:00am and 4:00pm on Saturdays and Sundays, allocated fairly across the team via a planned rota. In addition, the postholder may occasionally be required to work out of hours to support system upgrades, planned maintenance or priority issues where service continuity is essential. Where you are required to work extended or out of hours shifts, you will receive overtime payments in line with NAO policy.
Nationality Requirements:
- UK nationals
- Nationals of Commonwealth countries who have the right to work in the UK
- Nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
Please note, we are not able to sponsor work visas.
Equal opportunities and diversity
Disability and Reasonable Adjustments: Applicants with a disability who wish their application to be considered under the Disability Confident scheme should confirm this when submitting their application. Under this scheme we guarantee an interview to an applicant with a disability who meets the minimum requirements for the role. You should also let our HR team know if you wish us to consider any Reasonable Adjustments at any stage of the process. We are committed to fair and open recruitment. All applications will be assessed on merit against the requirements of the role. We do not discriminate on the basis of any protected characteristic as defined by the Equality Act 2010.
Application Support Analyst, Audit Technology Services in London employer: National Audit Office
The National Audit Office (NAO) is an exceptional employer, offering a dynamic work culture that values collaboration and innovation in the heart of London and Newcastle. Employees benefit from a strong commitment to professional development, with opportunities to enhance skills in data engineering while contributing to meaningful public sector projects. With a focus on data quality and security, NAO fosters an inclusive environment where your contributions directly impact the efficiency and transparency of government operations.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst, Audit Technology Services in London
✨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 National Audit Office 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 National Audit Office 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.
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✨Direct Apply to National Audit Office
Let's not forget to apply directly through the National Audit Office 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 Support Analyst, Audit Technology Services in London
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 National Audit Office.
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 National Audit Office. 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 National Audit Office
✨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.
