Contents Location About the job Benefits Things you need to know Apply and further information Location Swindon About the job Job summary Vacancy for Technical Support Service Analyst Be part of the Product Support functional team within the BS&I Product Teams to deliver Application support for BS&I owned Services and Products Please note this advert will close on 23.59 on the 19th January 2025 Watch our video Why Join Innovate UK? here. Title: Technical Support Service Analyst Band: UKRI Band E (UKRI Ts & Cs) Salary: £45,272 gross per annum Reports to: Technical Support Service Lead Location: Swindon Contract: Permanent Innovate UK recognises the importance of work-life balance and we will be happy to discuss any requests for flexible working arrangements. Job Purpose: We are seeking a hands-on Functional Support Analyst to provide expert support across our Funding Platform, which includes systems like Salesforce, Workday (HR & Finance), and related Data Integration solutions. In this role, you will play a key part in managing system incidents, implementing fixes, supporting requests, and driving minor enhancements. Job description Key Responsibilities and Accountabilities: Technical Support and Incident Management: Oversee technical changes, minor enhancements, and system incidents. Track the progress of incidents and/or changes, keeping key stakeholders informed. Post-Incident and Problem Management: Support Post-Incident Review (PIR) meetings and follow up on pending actions. Assist in managing problem records to ensure issues are tracked and addressed. Documentation and Collaboration: Document system functionality for reference and future improvements. Collaborate with development and support teams to resolve service issues and implement solutions. Serve as a key stakeholder in Service Catalogue Management, ensuring the catalogue is up-to-date based on changes and resolutions. Service Management Responsibilities: You will actively participate in all primary Service Management processes, including: Incident Management: Manage incidents, monitor their progress, and keep relevant parties updated. Major Incident Management: Support TSS during major incidents by providing essential information and participating in post-incident reviews. Problem Management: Analyse issues, identify root causes, and recommend solutions. Technical Change Management: Handle technical change processes, from raising change records to overseeing post-implementation reviews. Release Management: Oversee and support the release of system fixes and updates. This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training. Person specification Person Specification: (S) Assessed at shortlisting Familiarity with ITIL 4 framework Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). Experience in a large enterprise on service environment. Proven track record of ensuring best practices and meeting service standards. (I) Assessed at interview Thinking and problem solving: Explored through scenario-based questions Stakeholder Management: Assessed by reviewing examples of past stakeholder engagement. Communication skills: evidence of clear, professional communication required in the CV and demonstrate in interview Influencing: evaluated through discussion on past experiences and behavioral scenarios Self-Management: Assessed through question on handling challenges Working with others: Ability to give an example of a teamwork-based scenarios at the interview Project Management: evaluated through queries on past project involvement and delivery (S&I) Assessed at both shortlisting and interview Familiarity with ITIL 4 framework, providing examples, evidence in applying on their previous roles Strong customer service orientation and excellent communication skills at all levels. Ability to demonstrate experience managing time effectively, prioritise tasks, and work both independently and collaboratively. Analytical skills to assess both technical and non-technical aspects of service-impacting incidents. Problem-solving mindset with logical, adaptable thinking explored through problem-solving exercises and situational queries at interview. Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). Responsive and constructive in facing challenges, focused on transparency and prompt resolution. Understanding of Innovate UKs business operations, serving as a key stakeholder for Service Catalogue Management. Benefits Alongside your salary of £45,272, Innovate UK contributes £13,115 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Employee Benefits: We offer a benefits package crafted to provide an excellent work/life balance. This includes 30 days annual leave, 10.5 public and privilege days, flexible working hours, an exceptional defined benefit pension scheme, and access to a variety of support networks and discount schemes. Benefits of working at UK Research and Innovation (UKRI) Things you need to know Selection process details Competencies: All team members demonstrate compatibility with and capability against our Core Competencies such as: Thinking and Problem Solving Stakeholder management Communication skills Influencing Self-awareness/self-management Strategic awareness Working with others Project management Some of the above competencies will be assessed at interview stage, in addition to the criterias listed in the person specification. Travel Requirements: There may be the occasional requirement for national travel. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : UKRI Recruitment Team Email : recruitmentukri.org Recruitment team Email : recruitmentukri.org Further information https://innovateuk.wd3.myworkdayjobs.com/innovateukcareers/job/Swindon/Technical-Support-ServiceTSSAnalystService-Management-_JR3912-2 Share this page Print Email Facebook Twitter LinkedIn GMail