Knowledge & Information Technical Support in Slough

The role involves providing technical user support for staff across NRW departments in the use of NRW's digital document management systems and assisting in the administration and configuration of the corporate suite of document management systems. Additionally, it includes providing technical support to the Records Management function and helping the team deliver projects and services to meet records management compliance.

As an organisation, we support flexible working. You will be contracted to the nearest NRW office to your home, and a suitable hybrid working pattern will be agreed upon appointment. Any regular face-to-face meetings or training will be planned in advance.

To make an informal enquiry about this role, please contact Beth Hall. Interviews will take place through Microsoft Teams.

What you will do:

• Provide ITIL resolver service for NRW's document management systems, dealing with complex technical support incidents using high-level knowledge and following ITIL principles.
• Be responsible for the central day-to-day management and configuration of NRW's corporate document management systems, legacy drives, and archives (e.g., administering access permissions, restrictions, and changes to the corporate file plan, configuration of bespoke SharePoint solutions).
• Disseminate, promote, publicise, and implement policy, guidance, procedures, and best practices.
• Write and update digital records guidance notes and 'how to's' for users.
• Interpret business user needs and relevant information legislation when producing technical guidance.
• Plan, design, and lead the delivery of training in the use of NRW document management systems; refresher workshops and webinars for staff across NRW Directorates and induction for all NRW new staff.
• Advise staff in all departments on records management issues to enable NRW to comply with the requirements of information legislation and manage their information efficiently.
• Assist the Departmental Records Officer and records management specialists in their delivery of continuous improvement projects and implementation of new tools or ways of working (e.g., digital preservation and digital continuity).
• Undertake health and safety duties and responsibilities appropriate to the post.
• Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post.
• Be committed to your own development through the effective use of your personal development plan (known as Sgwrs).
• Any other reasonable duties requested commensurate with the grade of this role.

Your qualifications, experience, knowledge and skills:

• Demonstrable skills and experience in the use of records management policy and practices.
• Technical in-depth knowledge and experience in managing and maintaining digital document management systems (e.g., Office 365, SharePoint online, Repstor, and Sharegate).
• Experience of configuration and the use of system/database administrative tools is desirable.
• Excellent computer literacy, and previous use of Microsoft Office (Word, Excel, Access) and e-mail.
• Experience of designing and delivering face-to-face or Skype training.
• Experience of providing excellent customer focus in delivering services.
• An understanding of the legislation or compliance that governs the way we manage records.

Welsh Language level requirements:

• Essential: Level A2 - Elementary level Welsh language levels.

Please note: If you do not meet the Welsh language level requirements for this role, your application will not be shortlisted.

Additional Information:

• Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check.
• Appointments are normally made within 4 to 8 weeks of the closing date.
• Natural Resources Wales is unable to offer visa sponsorship for this position.

Benefits:

• Civil Service Pension Scheme offering employer contributions of 28.97% (successful internal staff will remain in their current pension scheme).
• 28 days annual leave, rising to 33 days.
• Generous leave entitlements for all your life needs.
• Commitment to professional development.
• Health and wellbeing benefits and support.
• Weekly wellbeing hour to use as you choose.

We're passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We are committed to equal opportunities, and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.

We want to attract and retain talented and highly skilled staff, so we ensure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale, and annual increments are paid each year.

We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on a variety of topics, stay current in their field, and continue to learn as their career progresses.

We are a bilingual organisation which complies with the Welsh Language Standards. Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop, and use their Welsh language skills.