Job Description

Details

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Reference number

403324
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Salary

36,650
A Civil Service Pension with an employer contribution of 28.97%
GBP
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Job grade

Executive Officer
UKRI Band D###

Contract type

Permanent###

Business area

IUK - ICT###

Type of role

Analytical###

Working pattern

Full-time###

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Swindon

About the job

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Job summary

Context:

This role will be part of the Product Support functional team within the IUK IT Product Teams to deliver Application support for IUK IT owned Services and Products


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.


Note: Due to the nature of some changes, out-of-hours support may occasionally be required.


We particularly welcome female applicants as women are under-represented within Innovate UK in this type of role.

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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. Transition of Projects: Help the ADMs to collect documents and go through hypercare.
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.

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Person specification

Shortlisting criteria

(S) - Assessed at shortlisting


(I) - Assessed at interview


(S&I) - Assessed at both shortlisting and interview

Person Specification:

Experience & Qualifications:

Essential -

(S&I) Strong understanding of functional support across application suites, especially Salesforce, Workday, and Data Integration. (S) Familiarity with ITIL 4 framework. (I) Strong customer service orientation and excellent communication skills at all levels. (I) Ability to manage time effectively, prioritize tasks, and work both independently and collaboratively. (S&I) Proven ability to handle multiple tasks in a fast-paced environment. (I) Analytical skills to assess both technical and non-technical aspects of service-impacting incidents. (I) Problem-solving mindset with logical, adaptable thinking. (S&I) Strong teamwork skills, including the ability to coach, motivate, and inspire others. (S&I) Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). (I) Responsive and constructive in facing challenges, focused on transparency and prompt resolution. (I) Understanding of Innovate UK's business operations, serving as a key stakeholder for Service Catalogue Management.

Desirable -

Experience in a large enterprise on service environment Proven track record of ensuring best practices and meeting service standards.

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 criteria's listed in the person specification.

Travel Requirements:

Swindon-based: There may be the occasional requirement for national travel.

Benefits

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Alongside your salary of 36,650, Innovate UK contributes 10,617 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an employer contribution of 28.97%

Things you need to know

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Selection process details

1st Interview incl Presentation.


Interviews will either take place remotely via Teams or in person face to face.



Feedback will only be provided if you attend an interview or assessment.###

Security

Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .



See our vetting charter .
People working with government assets must complete baseline personnel security standard (opens in new window) checks.###

Medical

Successful candidates will be expected to have a medical.###

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) 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
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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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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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

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Job contact :

Name : Recruitment Team Email : recruitment@ukri.org
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Recruitment team

* Email : recruitment@ukri.org