Associate Digital Workplace Engineer

Total remuneration: £42,184 - £45,282. Pay Supplement: The base salary for this role is £36,366 – £39,037. This job qualifies for Digital, Data and Technology Annual Pay supplement 16% is included in the total remuneration above.

Pension: 28.97% (RoS contribution). Annual leave: 38 days annual holiday, increasing to 42 days with length of service. Duration: Permanent. Working Pattern: 35 hours per week. We are a flexible employer and will consider a variety of working patterns on a case-by-case basis. For example, compressed hours, term-time working or part-time working.

Location: We have a hybrid work approach available within the UK only. As the team looks after physical equipment, this role will require frequent visits to our offices. Your contractual location will be Meadowbank House, Edinburgh.

Department: Employee Enablement (EE). Directorate: Digital Services. Role Reports to: IT Enablement Manager / Employee Enablement Lead. Closing date: 24th of May at 23:59. Number of vacancies: 1.

Join an award-winning organisation recognised for its technology and innovation. Registers of Scotland is a world-leading pioneer in land and property registration. Our full-stack teams design, architect, and build all our registration products in-house. We work to create digital solutions for the people of Scotland. You will get an opportunity to nurture your creativity and develop with us through access to the latest data, software engineering and product delivery techniques.

This job is for you if you want…

• Work with purpose: working for the people of Scotland to set the bar for land and property registration worldwide.
• Flexible and hybrid working: depending on the role and team requirements, work when and where it’s best for you and your stakeholders.

Benefits: enjoy pay progression, pension contributions of up to 28.97%, up to a year’s parental leave, and 38 days annual holiday, increasing to 42 days with length of service. Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job. Diversity and Inclusion: We are an ‘Investor in People’ and a ‘Disability Confident’ employer. We are inclusive, stronger together, and committed to putting our people first. Positive work culture: RoS is an agile, digital organisation using leading-edge technology. Colleagues understand their role in achieving our strategy and have the autonomy to deliver.

The Role: To provide 2nd line troubleshooting and ticket management for the services Employee Enablement (EE) provide to RoS. Working with project teams to release new functionality to colleagues.

On a typical day you will…

• Taking ownership to provide resolution, by troubleshooting and diagnosis, of incidents and tasks for our services that service desk have not been able to resolve.
• Assist the Senior Engineers in providing a high quality of service and support that will ensure that all RoS colleagues are able to access our digital services as required, using properly configured and reliable devices.
• Use your analytic skills to think about long term resolution and not just quick fix.
• Monitoring ticket queues and channels to ensure any issues raised by colleagues for the team’s services are being actioned correctly and in a timely manner.
• Working with SMEs and Service owners to work through and learn how to resolve difficult tickets.
• Work closely with teams across IT Enablement to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.
• Raising cases with suppliers to resolve issues.
• Coach Service Desk associates to improve first fix of issues.
• Take part in knowledge sharing with team colleagues.
• Look for trends in the tickets coming in and any problems that may be growing and raise these with the service owners and the team leadership.
• Learn about the services that the team provides from the SMEs to help provide the best level of support to colleagues.
• Working with project teams and domains to release new functionality to colleagues.
• Work together to achieve individual and team objectives.
• Develop healthy relationships with the colleagues at RoS consuming the team’s services.
• Gather and pass on any feedback from staff about our services.
• Create Knowledge Base articles for both end-user and internal digital consumption.
• Monitor the health of our services and provide basic reporting.
• Provide support and guidance to new members of the team.
• Having empathy with the staff consuming our services.

Key Responsibilities Essential Criteria – Skills and Attributes for Success Experience & Technical:

• Managing, prioritising and progressing incidents, service requests and technical tasks in a customer focused IT support environment.
• Effectively troubleshoot issues by identifying the root cause wherever possible and applying appropriate resolutions or workarounds.
• Using service management tools to record updates, monitor queues and support timely resolution of tickets.
• Working with colleagues, SMEs, service owners, suppliers and project teams to resolve issues or support new functionality.
• Identifying recurring issues, ticket trends or service gaps and escalating these appropriately.
• Creating or updating Knowledge Base articles, support guidance or service information for colleagues and internal teams.
• Supporting controlled changes, testing activity or the release of new functionality to users.
• Collating service information and producing basic reporting to support monitoring and improvement.
• Maintaining accurate information about IT assets, equipment, service configuration or service status.
• Supporting colleagues with empathy, professionalism and a clear focus on the user experience.

Technical Experience & Qualifications:

• Demonstrable knowledge of administering and supporting: Service management tools, Analytical troubleshooting, ITIL practices, Microsoft Office 365 suite, End-user-desktop technologies, File share management, Visual collaboration (preferably Miro), Printing, ITIL(R) 4 or above Foundation Certification in IT Service Management or similar.

Behaviours:

• Working Together: Builds positive working relationships with colleagues, service owners, SMEs and project teams to resolve issues and support shared outcomes.
• Managing a Quality Service: Takes ownership of incidents, tasks and service requests, ensuring they are progressed and resolved in a timely and customer focused way.
• Communicating and Influencing: Listens carefully to colleagues to understand the issue, ask relevant questions and explain technical information in a clear and accessible way.
• Changing and Improving: Reviews incoming tickets, service trends and colleague feedback to identify recurring issues and suggest practical improvements.

Stage one - Application Process: To apply, click on 'Apply now' and complete the online application form. You will need to submit: A CV outlining your career history and how you meet the essential criteria (max 4 pages). A Statement of suitability (500 words) detailing how you meet the behaviours for the role. Please use the STAR method (Situation, Task, Action, Result) in your examples. Please submit them as one MS word document.

Applications that are not accompanied by CVs will not be scored or statements over 500 words will not be considered. We would strongly recommend that your statement is written in the STAR format (Situation, Task, Action & Result) and suggest preparing your answers using software such as MS Word or Google Docs, and then uploading the file.

We strongly advise you review our policy on responsible use of AI in the application process. RoS may check answers with an AI detection tool and will contact you for a pre-screening call to verify your responses. Applications and appointments are subject to a strict merit-based assessment process, in line with the Civil Service Recruitment Principles.

Stage two – assessment: If successful at application stage, you will be invited to an in-person interview which will include the following: Behaviour based interview where we will assess all the advertised behaviours, Technical case study exercise based on the Experience and Technical Experience. Behaviour based interview questions will be given to candidates 15 minutes before the start of the interview to allow candidates to prepare in advance. You will be able to take short notes with you into the interview from your preparation.

Recruitment timeline: Close: 24th of May at 23:59. Sift: 25th of May. Interviews: week commencing 8th of June.

Feedback will only be provided if you progress to interview stage. In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.

Nationality and immigration status: In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status), certain EEA nationals, Swiss and Turkish nationals are also eligible for employment.

Successful candidates must undergo a Level 1 Disclosure check. Individuals working with government assets must complete baseline personnel security standard checks.

Diversity and inclusion: As a proud member of the Disability Confident Scheme, we welcome applications from disabled candidates. We’re not as diverse as we’d like yet, and we’re working on it. We especially welcome applications from underrepresented groups – people who are disabled, minoritised ethnic groups, and younger people (16-24 years of age).

Reasonable adjustments: We want everyone to have the chance to perform at their best. If you need any adjustments (for example, extra time, a hearing loop, materials in large font) in any part of our recruitment process, please get in touch via talent@ros.gov.uk. We will discuss adjustments individually with any candidates who request these.

This post is part of the Digital, Data and Technology profession (DDAT) and attracts a pay supplement. The DDaT allowance is applied to the role and not you as an individual.

For further information relating to RoS, including additional details on pay & benefits, the Civil Service Code, complaints process, and use of AI in the application/recruitment process, please view our additional information page online. If you have any questions, please contact talent@ros.gov.uk.