About the job

Job summary

This position is based Nationally

Job description

Application Support Specialist

Location: National*

Closing Date: Monday 10th June

Interviews: w/c 17th June

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: National: £32,827 - £35,678 (which may include an allowance of up to £61). London: £37,174 - £40,403 (which may include an allowance of up to £851).

Please note the salary shown is the full time equivalent. Part time salary will be prorated.

Working pattern: Part-time, flexible working (2 days, Thu and Fri only. 14.8 hours per week)

Contract Type: Permanent

Vacancy number: 87511

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We have an exciting Application Support opportunity here at MoJ Justice Digital for an Application Support Specialist.

This role aligns against Application Operations Engineer from the Government Digital and Data Framework.

The Justice Digital Support team is part of MoJ Justice Digital’s Technology directorate. It is a team made up of four functions: Specialist, Application, Prison Onsite and Remote.

The Justice Digital Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive.

The team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly.​

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

 Key Responsibilities:

This Application Support Specialist role is based in our performance reporting function and is responsible for assisting in production of reports measuring the teams daily/weekly and monthly performance.

The Application Support Specialist is also responsible for measuring staff performance with regards to the Live Service delivery, this being a team KPI.

Although the role does not require direct line management of staff, on occasion it may be required for the post holder to undertake line manager responsibilities should the need occur.

This role reports directly to an Application Support Manager.

The team provides support either by Microsoft Teams or by email and receives their work through our Service Desk tooling – Service Now.  We look to resolve these tickets in a quick, structured manner and identify any common issues that we must feedback to suppliers.

The Application Support Specialist will be responsible for the following:

Deliver BAU Services to agreed Time (SLAs), and Quality (defined service scope) measures

• Contribute to the delivery of Second Line Application Support to its stakeholders.
• Understand MoJ strategic change initiatives where this impacts the team.
• Be aware of Service Support processes including Incident and Problem Management, Change and Release Management, Continuous Service Improvement.
• Where required, participate in and represent Application Support in the implementation of major projects. 
• Assist with the development of processes and documentation to ensure that change is smoothly accepted into service.
• Contribute to the Application Support Live Service Support (E.G., ticket closure).

Standardise / Professionalise Services delivered

• Contribute to the design and implementation of KPIs, and possibly other MI, that effectively measures and monitors the performance of Application Support.
• Be part of the Application Support Management Team, contribute and challenge ideas in a constructive and progressive manner, enable success of peers and the wider organisation. 

Optimise Services and Continual improvement

• Contribute to the designing and implementing ways of working, so that a collaborative and integrated end to end service can be delivered to the end user. 
• Identify opportunities to add value and innovate Technology Support that either improve the end user experience or create cost savings for the organisation 

Create happy and engaged teams

• Having a responsibility for diversity and inclusion as per MoJ Equality and Inclusion guidelines: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity
• Provide a supportive environment for inspiring highly engaged staff who are focused on delivering high quality end user services 
• Good performance management
• Reward outstanding performance

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Benefits

• 8 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
• Staff have 10% time to dedicate to develop & grow
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

 Person Specification

Essential

• Customer Service Management- Manages customer service functions, including responding to issue reports, information requests, access. Uses results of customer satisfaction measurements to improve services and has successful relationships with customers. Can communicate technical information clearly to personnel at all levels and is able to work to tight deadlines.
• Ownership and initiative – Uses their own initiative, takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made. 
• Problem management - Understands and identifies problems displaying good organisational skills, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies. 
• Service focus - Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service. Has the ability to work effectively as part of a Team and collaboratively with other Teams.
• Service reporting - Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service. 
• Understanding of service management framework - Has an in-depth understanding of service management framework principles and processes, and the ability to apply the technical knowledge in project or programme activities. 
• User focus - Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
• Continual service improvement- Identifies and explores opportunities for service and business improvement, is adaptable to change. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed. 
• IT Skills and Knowledge – Has previous experience of using Office 365 applications, intermediate knowledge of Microsoft Excel and experience of ServiceNow.

Willingness to be assessed against  the requirements for SC clearance and to obtain NPPV3 vetting if not held already.

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 D&I Strategy.

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £32,827, Ministry of Justice contributes £8,896 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

How to Apply

Candidates must submit a CV and Personal Statement which describes how you meet the requirements set out in the Person Specification above.

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Managing a Quality Service
• Changing and Improving
• Making Effective Decisions

A diverse panel will review your application against the Person Specification above.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on ‘IT Skills and Knowledge – Has previous experience of using Office 365 applications, intermediate knowledge of Microsoft Excel and experience of ServiceNow.’ will be conducted before the sift.

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk

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

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). 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

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). 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.