About Croydon Council
Croydon is London’s second largest borough - a city within the city, full of brilliant and diverse people, businesses, and places.
As a council we’re going through tremendous change, with an ambitious transformation plan just published describing our plans to radically reshape and renew our organisation. We are essentially building a brand-new council – one that is focused on getting things right for its residents, while delivering very differently and within a sustainable financial envelope.
About the Croydon Digital Service
Digital capability is critical to our renewal plans.
Established in 2019, the Croydon Digital Service (CDS) has embraced a -style service to support the digital transformation of the council’s internal operations and online services for residents. We are a small and creative team that achieves a lot with a little whilst encouraging all team members to bring their whole selves and do their best work.
We are signatories of the, committing us to delivering user-centred services that meet the, and to following the. We seek to collaborate, wherever possible, with other local authorities to share learnings, ideas, and solutions.
About the role
We are looking for an Application Operation Engineer /Application Technical Support Analyst to lead on the support and maintenance of service critical line of business applications, manage the technical environment in which such systems operate and implement service improvements through effective configuration of the application. Additionally, the role is responsible for the development of custom-built reports from our business systems to manage the production and analysis of statutory, performance and data quality reporting.
Reporting to the Housing, Environment, Spatial and Legal Digital Systems Product and Support Manager within the Croydon Digital Service, this role is a key part of how CDS supports Croydon’s critical business applications for these services, helping ensure council services are getting the most from these systems.
We are interested in motivated systems professionals with business application and tech support experience along with a willingness to learn new things to join the Digital Systems Team within CDS. We are looking for someone with a general technical background and the passion to complement and contribute to the team - this is regarded as more important than knowledge in a specific application. Note that the successful applicant will be primarily involved in supporting SaaS, client/server and case management line of business applications.
Responsibilities:
1. The role involves being a key point of contact between CDS and service users of business systems, so you are required to understand and troubleshoot applications and the technical environment in which such systems operate.
2. Manage the technical relationship with the Council’s line of business suppliers.
3. Implement appropriate security controls for users accessing the applications and its data.
4. Develop and maintain queries, reports, and dashboards to support the production of statutory, financial, performance or data quality reporting from the applications.
5. Participate in and support projects and other requests to upgrade or change the applications and the robust testing of these changes to ensure they are fit for purpose.
6. Understand and follow service management best practise for application support and maintenance, adopting consistency of practise across the CDS support community.
Experience:
7. Systems support experience working in the ICT industry on at least one critical line of business system.
8. A good track record in change management involving systems design & configuration, system and user testing, training, deployment, project, and service delivery.
9. Experience of software release management.
10. Experience of regularly delivering a range of ICT products including systems, programs, processes, procedures, data outputs, test plans and user guides.
11. Some experience of system procurements and implementation, including public and private-sector partners and third parties.
12. Some experience of bespoke development, providing interfaces with and reporting tools for packaged solutions.
13. A good track record in delivering usable and supportable ICT solutions across various ICT platforms and services.
14. Experience of working closely with key stakeholders, gaining credibility with that level of the organisation.
15. Experience of using a ticketing system for managing support requests (e.g. Service Now).
16. Experience of identifying data quality issues and implementing a data improvement plan in a key line of business system.
17. Experience of supporting service users managing complex data and the security access controls of key line of business systems storing financial and sensitive data (and documents).
18. Experience of delivering transformation and change in relation to systems and processes.
19. Awareness of product management and agile/lean methods.
20. Broad interest and understanding of a range of technology components with the passion and intellectual capacity to demonstrate or acquire additional technical skills and knowledge
Croydon Council is transforming – come and be part of building a new council.
Please note when applying for this role that we require you to complete the application form and provide a supporting statement evidencing how your experience and personal capabilities qualify you to perform this role - do not upload a CV as Recruiting Managers will not see this.