About the job

Job summary

We are looking for a Senior Support Analyst for Lawmaker, an innovative shared service for drafting, amending and managing legislation in the UK and devolved nations. Since 2022, The National Archives has provided Lawmaker as a service to over 1,000 users including Clerks and other parliamentary staff from the House of Commons, the House of Lords, and the Scottish Parliament; Parliamentary counsel and their support staff in the Office of the Parliamentary Counsel and the Scottish Government’s Parliamentary Counsel Office; secondary legislation drafters across government; and data re-users (e.g. the legislation.gov.uk publishing system).

As a Senior Support Analyst, you will take the lead in supporting users by responding to, and managing, the diverse range of queries they raise. You will build up an in-depth knowledge of the Lawmaker service and the underlying business processes, which you’ll use to find solutions and provide constructive guidance to users. You will call on expertise and support from the rest of the Lawmaker service team and from a service desk maintained by our external supplier (who will take responsibility for managing incidents and providing technical application support) to provide a consistent, high-quality service. You will contribute to, and improve, internal and user documentation to ensure the quality of future support and to help deliver an efficient service.

This is a fantastic opportunity for a hand-on role in a service that sits at the heart of government and the democratic process. You will be joining a small, friendly and supportive team, working together to drive continuous improvement of Lawmaker. You’ll get the chance to be involved in most aspects of supporting, developing and expanding a critical digital service, with plenty of opportunities to expand your skills and experience and to develop your future career aspirations.

This is a full time post. However, requests for part-time working, flexible working and job share will be considered, taking into account at all times the operational needs of the Department. A combination of onsite and home working is available and applicants should be able to regularly travel to our Kew site for a minimum of 60% of their work time.

Job description

Full job description attached (see below).

Person specification

How to apply:

If you are an internal applicant: please do not use the link on this page. Please apply via your employee Workday account.

If you are an external applicant: to submit your application please click the 'Apply at advertiser's site' button on this page.

You will be asked to provide details of your work experience and write a personal statement. In your personal statement please explain, using examples, how you meet the essential criteria given below. You may draw on knowledge, skills, abilities, experience gained from paid work, domestic responsibilities, education, leisure interests and voluntary activities. Please note selection for interview will largely be based on the information you provide in this section.

Essential Criteria:

• Customer Service skills: Experience of delivering a high level of customer service, with the confidence to deal with complex enquires and empathy to satisfy customer demands. Owning issues until they have been resolved or transferred to a new owner.
• Communication skills: Evidence of good written and verbal communications, explaining complex, sometimes technical information in easily digestible format for non-technical audiences.
• Problem management: Ability to investigate problems in systems, processes and services and contribute to the implementation of remedies and preventative measures.
• IT skills: Confident in learning new IT systems and in helping others to use them effectively. Demonstrates a good knowledge of, and interest, in a wide range of IT systems and software
• Initiative and Teamwork: Ability to work unsupervised, prioritise your own workload and work with the Lawmaker service team to meet objectives.
• Continuous Improvement: Ability to identify service improvement opportunities and contribute to the implementation of proposed solutions.

Desirable criteria:

• IT Service Management: You can demonstrate awareness of ITIL processes and standards and how they may be applied to application support and continuous improvement.

Technical Understanding: Experience of systems or services that handle complex, structured documents such as legislation. Knowledge of how legislation is drafted, amended and published. Knowledge of web-based systems, including HTML/XML.

Benefits

Alongside your salary of £31,178, The National Archives contributes £8,418 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

Reasonable adjustments:

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact The National Archives via careers@nationalarchives.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional

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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.