Senior Product Support Analyst - Access to Work/Complex Service Requests in Chelmsford

Permanent, Full Time £34,685 to £40,805 per annum

Location: Chelmsford

Working Style: Anywhere worker

Closing Date: 30th July 2026

This is a hybrid-working role contractually based in Chelmsford. You will work from the Chelmsford office at least one day per week, depending on business need.

At Essex Digital Service, we’re strengthening our IT Operations capability to support complex, business-critical needs, and we’re looking for Senior Product Support Analysts that will sit alongside our Operations Team, to play a key role in that shift. These roles will act as subject matter experts for more advanced incidents, non-standard requests, and specialist solutions that enable our organisation to operate effectively. You’ll take ownership of more complex and nuanced support demands, including bespoke software requests, Assistive Technology and Access to Work solutions, and cases that fall outside standard service models.

Working closely with service desk, infrastructure, suppliers and product teams, you’ll provide deep technical expertise, problem-solving capability and a proactive approach to ensuring sustainable, user-focused outcomes, not just quick fixes. This role will play a key part in supporting colleagues with Access to Work requirements, alongside handling more complex or bespoke service requests that fall outside of standard offerings, ensuring inclusive and effective solutions are delivered. This is an opportunity to shape how we deliver high-quality, responsive IT support across Essex.

We’re looking for people who are comfortable in the space of complex IT Operations, who can navigate ambiguity, influence solutions, and continuously improve how we manage specialist and non-standard demand, helping us move towards a more proactive, insight-led support model. Experience the best of both worlds with our flexible hybrid working arrangements. You’ll enjoy the freedom to work from home while still benefiting from in‑person collaboration at our Chelmsford office, typically around 2–3 days per month depending on business need.

Key Responsibilities:

• Lead the resolution of incidents and service requests for key business applications, ensuring minimal disruption and high service availability.
• Plan and review application support services to meet business needs and drive continuous improvement.
• Manage supplier relationships and contracts to ensure service levels are met and upgrades are supported effectively.
• Schedule and oversee the work of product support staff, ensuring adherence to standards, documentation, and configuration procedures.
• Monitor and manage support requests, keeping users informed and ensuring timely resolution.
• Lead the implementation of software upgrades and releases, including contingency planning and supplier coordination.
• Ensure application projects and upgrades integrate effectively with existing systems and infrastructure.
• Configure and optimise application software to maximise functionality and performance.
• Work with business users to identify opportunities for improvement and efficiency through better use of applications.
• Investigate software failures, analyse logs, and liaise with suppliers to resolve issues and prevent recurrence.
• Provide guidance on application security, licensing, backups, and disaster recovery.
• Develop and enhance SSRS and SQL-based reports across ECC systems, ensuring they are well-designed and reusable.

The Experience You Will Bring:

• Educated to A Level and qualified to Level 5 or 6 in Digital Application Support, or equivalent experience.
• Proven experience in a product support role, ideally within a large local authority or public sector organisation.
• Strong communication skills, with the ability to engage technical and non-technical audiences.
• Excellent customer service and stakeholder engagement skills.
• Good understanding of service standards and agile delivery principles.
• Experience working in effective teams and applying creative thinking to solve complex issues.
• Skilled in investigating root causes, evaluating options, and resolving a broad range of technical challenges.
• Committed to continuous professional development and staying current with technical and business change.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs. At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.