About the job

Job summary

We're looking for talented individuals to join our Power Apps team! Your influence will not go unnoticed and will help to shape our organisation's future!

Information & Technology Services (iTECS) is a Division within Scottish Government and part of Digital Directorate. It is headed by the Deputy Director for Digital Operations and has responsibility for delivering corporate ICT (Information and Communications Technology) services for the Scottish Government.

Our Approach

Our success is based on trusting and empowering our teams - encouraging flexibility and freedom to deliver.

We value...

• Innovation – committing to changes in established practice which can improve outcomes.
• Collaboration – working in multi-disciplinary teams, learning from, and supporting each other; debating constructively and committing to solutions.
• An Agile approach where we put users first understanding and meeting their needs through user research and design.
• Continually improving through iteration based on testing, measuring and feedback.
• Being valued for your perspective and work.
• Being supportive and being supported.
• Diversity in the perspectives we bring to our work and colleagues who we work with.

HOW DOES IT FEEL TO WORK HERE?

** Stephen McLauchlan **

"Since joining the ITECS Transformation Delivery Team, I have enjoyed being part of a very friendly and supportive team. From building on my existing knowledge to participating in new projects, such as Power BI. We have been designing the Power BI service, working through testing, and Go Live. The role has given me the opportunity to develop further in cloud technologies.

I am looking forward to Power BI going live and to working on future parts of the Microsoft Power Platform such as Power Automate and Power Apps. I have learnt a lot about Power BI and the wider Microsoft Power Platform and look forward to continuing this development.

There are also learning opportunities by joining training courses relevant to our field of work. Everyone in the team is happy to share their knowledge making the learning process an easier affair. I am looking forward to getting involved in future cloud projects as we look forward to the changes ahead".

Hear from colleagues discussing Digital Careers at Scottish Government.

Job description

HOW WILL I SPEND MY TIME

As a Support Engineer you will be responsible for managing the first- and second-line technical support for all Power BI services.

You will be responsible for ensuring support for Power BI services, including providing technical advice to project teams. You will be expected to build user relationships across the organisation managing a range of Power BI service requirements.

Your main responsibilities will include:

• Track, log and correct information to protect assets and components
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Maintain a high level of customer service and have the confidence to deal with complex complaints
• Use empathy to satisfy customer demands
• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• Investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, or operational)
• Contribute to the implementation of remedies and preventative measures
• Take inputs and establish coherent frameworks that work
• You have a Level 3 service management framework qualification
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set
• Show an awareness of the relevant subject matter and a high-level understanding of what it involves
• Identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

WHAT IMPACT WILL I HAVE?

Over a successful year you grow to be a fundamental part of the team. You will learn how to support the Power BI service within SCOTS. You will also have built up a range of contacts and relationships across ITECs. You will develop knowledge of the SCOTs network over the year. You will have successfully managed the service desk for Power BI finding solutions for colleagues.

GROWTH & OPPORTUNITIES

As the team are on the forefront of enabling change there is opportunity to develop existing skills and knowledge and gain new ones. This team will be providing support to the roll out of potentially widely adopted software. There are real potentials to become familiar with this technology and support a wide range of colleagues across SG in adopting them. This will put you in a great place to use the skills you have developed within ITECs or in other areas of SG.

COMPETENCIES

• Improving Performance
• Self-Awareness
• Analysis and Use of Evidence
• Communications and Engagement

If invited to any interview or assessment the panel will be looking for evidence of how you meet the above competencies. More details on these are available in the Person_Specification_Band_B_Updated_9.9.22_PDF

Person specification

QUALIFICATIONS

No formal qualifications are required for this role. We would love you to apply if you meet the following essential criteria. If you’d like to chat first, please get in touch

ESSENTIAL CRITERIA

1. Delivering services exhibiting strong technical ability and background.
2. Monitoring inbound calls, supporting other service analysts in service resolution and intervene in difficult calls.
3. Own and update the script for service desk analysts.
4. Coach and develop one or more service desk analysts and manage availability.
5. Excellent organisational skills and ability to work in team environment.
6. Excellent customer care, communication skills and telephone manner.

WHAT WE CAN OFFER YOU  

A meaningful and rewarding career, a collaborative culture and support for your career goals, while promoting a healthy work-life balance. We offer a valuable range of benefits to attract, develop and retain the best talent. These include:  

• Salary between £32,140 to £34,861 
• £5000 Digital (DDaT) Pay Supplement after a 3-month qualifying period *** 
• Generous Pension Scheme with employer contribution of 28.9% 
• Flexible working arrangements including compressed hours and flexi time, with potential to accrue up to 4 days off a month. 
• 36.5 Days Annual Leave - including public and privilege holidays.  This increases to 41.5 days after 4-year service.   

*** Digital (DDaT) Pay Supplement:  

This post attracts a £5000 DDAT pay supplement after a 3 months DDaT competency qualifying period. Pay supplements are temporary payments and are subject to regular review.   

To learn more about our full range of benefits please visit our career's page  

REMOTE WORKING  

We operate a flexible location policy, with a contractual named base in Scotland of either Atlantic Quay (Glasgow) or Saughton House (Edinburgh).   

Currently the team is working on a hybrid basis typically spending one day a week at their office. If preferred, you can of course spend more time working at the base office (or an alternative Scottish Government office subject to availability). Please discuss preferences with line manager about balance of home/office working as there is flexibility. Commuting costs to the named base office are not reimbursed.   

While Staff are assigned to the base offices, there may be a need for travel to other Scottish Government offices/other locations depending on assigned work.  

HOW TO APPLY   

The Closing Date for applications is 28/04/24  

To apply please submit the following using our online application process: -   

• A CV (no longer than two A4 pages) setting out your career history, with key responsibilities and achievements, with particular reference to the essential criteria 
• A Personal Statement (no longer than 750 words) explaining why you consider your personal skills, qualities, and experience suitable for this role, with particular reference to the essential criteria.  

When reviewing your application, we will be assessing your career history and achievements against the essential criteria for the role. We are looking for examples of things you have previously achieved or your knowledge in a particular field which are relevant to the role. Please review and download links below for further guidance and support with your application.  

If you have any questions, please contact digitalcareers@gov.scot and we will be happy to assist.     

Useful Links   

For further information on how to apply, and DDaT profession please visit  

How to Apply - Digital Jobs 

DDaT_Recruitment_-_Further_Information  

We are unable to progress applications which fail to provide clear evidence of meeting the essential criteria in their CV and Personal Statement.  

Diversity and Inclusion   

Delivering a successful national service for Scotland is impossible without ensuring we consider the diverse needs, perspectives, and backgrounds of everyone in Scotland in our work.    

We are focused on hiring the best talent available, encouraging applications from candidates of all backgrounds, working to ensure everyone is treated fairly, with respect and has a positive recruitment experience – regardless of the outcome.     

It’s not essential to be in a similar role right now. You may be working in another field or returning from a career break   - the experiences you have gained through this can bring fresh perspectives to our teams and work.    

If you are considering applying and feel it would be helpful to discuss this initially, please contact digitalcareers@gov.scot     

What happens if I am unsuccessful?   

We greatly value the time and effort taken in applying to Scottish Government. If following interview and completing our full assessment process, you are not successful we may be able to offer alternative positions.  

Firstly, candidates meeting all criteria but scoring lower than appointed candidate(s) are placed on a reserve list for 12 months. If a matching role is identified, we are able to offer this position without the need for further assessment.   

Secondly, on occasion a lower grade post may be offered to suitable candidates. Any offers are made in merit order and in line with Civil Service Commission principles on the basis of fair and open competition.  

The Scottish Government is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any adjustments to our recruitment process, please let us know via ScottishGovernmentrecruitment@gov.scot      

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.  

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.  

Benefits

Alongside your salary of £32,140, Scottish Government contributes £9,288 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

Sift and Interview dates TBC

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

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.