Senior Application Support Engineer

Closing date: 26 March 2023 | Salary: £37,308 - £40,806 (Grade 6) | Location: Flexible

Contract type: Permanent

Work pattern: Full time, 37 hours per week.

Post number: 201849

As an organisation we support flexible working. This role allows hybrid working (a mix of home and office working) and a working pattern suitable for you can be discussed on appointment if you are successful.

You will be contracted to the nearest NRW office to your home, of which you will be required to attend for regular meetings, training and for one-to-one meetings with your manager. These will be planned in advance.

Job description

Working to the Applications Support Team Leader, the Specialist is expected to provide technical support of all live NRW applications within an ITIL framework and defined Application Support Team operating model, to deliver an outstanding customer focused service.

Responsibilities

Your responsibilities include:

Be Technical Lead for NRW ICT Applications.
Develop new and enhance existing application in line with ICT development methodology.
Ensure the health and availability of applications and systems in line with ICT governance.
Ensure that incidents and service requests are resolved within the agreed service level agreements.
Work with Application Team Leader to implement the Application Support Team workplan.
Work with other Senior Engineers to resolve issues and improve live systems.
Offer escalation route for technical issues and advise Engineers, Analysts and Apprentices within the team.
Attend ICT Governance forums and contribute towards the design and implementation of new solutions.
Lead, define and plan proactive maintenance tasks including routine upgrades of services.
Work with external strategic partners to ensure application issues are resolved within service level agreements.
Required to take part in incident response activities

Qualifications, experience and knowledge

Knowledge and experience of the following:

Extensive knowledge and experience of supporting and administration of Office 36/SharePoint Online/SharePoint 2013/RecordPoint and CRM Dynamics Online/CRM Dynamics On-Premise.
Proven experience of working within an Azure environment.
Experience of developing in JavaScript, JQuery.
Experience of working in Visual Studio 2012 and 2013 and Team Foundation Server (TFS).
Knowledge of ITIL Service Management – specifically Incident and Problem Management and Project Management skills to define, plan and control work streams within your remit.

Welsh language requirements

Essential Level 1 - able to pronounce Welsh and use basic phrases

Please note if you do not meet the level 1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Competencies

Applications to this role will be assessed based on the following competencies, both at shortlisting and interview. Please give examples of how you demonstrate these competencies when completing your application form.

Essential Knowledge and Skills	Requirement to undertake a higher level of practical or technical task/work requiring specialist knowledge/expertise. Experts in a range of subjects relating to their profession. Delivery of technical/specialist services will require gravitas in their subject area. Objective advice to others on their knowledge and experience, keeping up to date with changes within technical/specialist fields. Experience gained from different organisations/roles/functions. Relevant substantial experience working in the relevant field. Ability to manage smaller, less complex programmes and/or manage projects on a larger scale.
Evaluation of Information	Interprets and understands the NRW operational delivery and strategy plans and it's wider context. Ability to analyse and interpret a wide range of complex information, extracting key points to communicate to individuals at all levels and contributing to the development of policy.
Decision Making and Autonomy Requirements	Work guided by expected results but able to decide how best to achieve these. Guidance may be provided by peers but there will likely be a need for some degree of judgment or creativity to be applied. There may be a requirement to alter priorities due to conflicting demands. Objectives and targets will be reviewed on an intermediate basis. May involve management of medium sized projects. Responsible for making independent decisions with input from line management and peers and an understanding of NRW policy and the range of options available and their potential implications for the business. Involved in the development of organisation policy and will have a level of autonomy in the implementation of organisational policy. Decisions made could lead to changes in established procedure/practice for dealing with issues within the post-holder’s area of work. The consequence of taking wrong decisions could have an adverse effect on the organisation in relation to its external stakeholders such as partner organisations, lenders, service users etc. Decisions may concern a broad range of matters and the outcomes of some decisions may not always be immediately clear or apparent. Problems encountered may also relate to the work of other parts of the organisation and could be variable and diverse. The impact of decisions is likely to be wider than the immediate function or department and is likely to be medium term.
Communication and Relationships with Others	Ability to link with other roles across the business, engaging the organisation in delivering polices and work plans in the most efficient way. Interaction with others may also be with people and organisations external to NRW. This will involve written and verbal communication, leading smaller, less complex projects, requiring persuasive skills. This may include facilitating and/or presenting at internal or external meetings, giving advice and input as required. There will be a requirement to foster and maintain good relationships and networks. Post holders will typically produce less complex documents, reports, accounts, contracts etc. Content will contain a lower level of advice, guidance or opinion which the recipient will act upon or use and which is likely to have detrimental consequences if incorrect or poorly drafted. Able to source information from multiple locations through research and apply professional judgment as to how the material should be interpreted; the impact of which is likely to be medium term in nature.

Benefits of working for us

This role will offer a range of benefits, including:

Agile and flexible working (role dependent)
Civil Service Pension Scheme offering employer contributions of 26.6% to 30.3%
28 days annual leave, rising to 33 days
Generous leave entitlements for all your life needs
Health and wellbeing benefits and support
Weekly well-being hour to use as you choose

See full details for all the employee benefits you will receive.

How to Apply

Please send a completed Application form to Applications@naturalresourceswales.gov.uk using the post number as the email reference

Before completing your application, please read our Guidance on completing a job application form

Application closing date 26 March 2023

Interviews will take place through Microsoft Teams

If you have any queries about the role, please contact Andrew Lightfoot at andrew.lightfoot@cyfoethnaturiolcymru.gov.uk

Natural Resources Wales embraces diversity and promotes equal opportunity. We recruit by merit on the basis of fair and open competition.

We welcome and encourage applications from groups currently underrepresented, including women, black and ethnic minority groups and people with a disability. We have a guaranteed interview scheme for candidates with disabilities who meet the minimum selection criteria.

We put the principles of human rights, equality, fairness, dignity and respect at the heart of our values.

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