Application Support Engineer – Dynamics 365 (Customer Services Enterprise and/or Finance and Operations) – HEO

Job summary

Welsh Government

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services.

To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens.

For more information about the benefits of making a difference with us, please see the Employee Benefits Pack.

Team/Division Overview

With significant fresh investment and an appreciation for the difference that a strong development/support capability can make, we are looking to review and refresh our approach to the development of internal and public-facing applications, and we want to build momentum with teams focussed on delivering that capability.

At the same time, we’ve consolidated support for key corporate applications under the Chief Technology Officer and are designing a new Application Support function to ensure that we can support each platform effectively. This function includes a team focussed on the Microsoft Dynamics 365 family of products which support a variety of corporate and inspectorate services.

Job Role

This post is mapped to the Application Operations Engineer role/level in the DDaT Profession Capability Framework. Follow the link to understand the role and the required skills.

This post will be responsible for supporting, managing, and maintaining applications across Welsh Government

The Application Support Engineer will support, maintain, and optimise the Welsh Government’s Dynamics 365 (Customer Services and/or Finance & Operations) platform and associated Power Platform components.

The postholder will ensure the availability, stability and performance of the service, working closely with delivery teams, suppliers, and business users to uphold high quality digital services.

We are looking for people who are:

• Customer focused with commitment to deliver high-quality, reliable services
• Proactive problem solers who anticipate risks, identify solutions and drives improvements
• Excellent communicators who can support end users.

Job description

Key Responsibilities

• Provide day to day operational support for Dynamics 365 and related Power Platform applications.
• Conduct user and security administration, configuration updates, and routine maintenance within the platform.
• Monitor system performance, triage faults, and resolve issues efficiently, escalating where required.
• Ensure adherence to security, data protection and governance policies.
• Log, assess, and prioritise incidents, ensuring users receive timely and effective support.
• Investigate recurring issues and contribute to problem resolutions, identifying preventative actions.
• Work closely with developers, testers and suppliers to ensure smooth transitions between development and live environments.
• Provide support and guidance to business users on Dynamics 365 functionality, best practice and optimisation.
• Identify opportunities to improve processes, performance and service reliability.
• Contribute to service documentation, knowledge bases and operational runbooks.
• Work closely with internal IT colleagues, external partners, and multi‑disciplinary DDaT teams.

Person specification

As a member of the Digital, Data and Technology profession in Welsh Government you will have access to a range of learning and development opportunities.

You will have the opportunity to work on various projects and engage with colleagues at all levels from within the profession and business areas across the organisation.

Welsh Government is supportive of your learning and development and has a range of training and opportunities available including a suite of online training, coaching and mentoring and short-term experience placements which you will be able to take advantage of depending on your learning and development needs and discussions with your line manager.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions

Technical skills

We'll assess you against these technical skills during the selection process:

• Incident Management (Working level): Able to identify, diagnose, and resolve application issues, and manage incidents through to closure.
• User Focus (Awareness to Working): - Understands user needs and can translate them into support actions and configuration improvements.

Benefits

Alongside your salary of £37,111, Welsh Government contributes £10,751 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

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

information

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience 1. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.

Candidates who successfully demonstrate that they meet the minimum Experience Criteria will be invited to interview. You will receive a technical scenario based on criteria Technical 1 for you to prepare a response to ready for your interview. The technical scenario and instructions will be emailed to you 5 days before your interview.

This is a hybrid role with some attendance at a Welsh Government office is required. You will be required to attend an office as part of the onboarding process and to attend scheduled team meetings and or Anchor Days.

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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

Job contact :

• Name : ICTSERVICECONTROL@GOV.WALES
• Email : ICTSERVICECONTROL@GOV.WALES

Recruitment team

• Email : SharedServiceHelpdesk@gov.wales