Associate Digital Workplace Engineer

Job summary

To provide 2nd line troubleshooting and ticket management for the services Employee Enablement (EE) provide to RoS. Working with project teams to release new functionality to colleagues.

Job description

On a typical day you will…

• Taking ownership to provide resolution, by troubleshooting and diagnosis, of incidents and tasks for our services that service desk have not been able to resolve.

• Assist the Senior Engineers in providing a high quality of service and support that will ensure that all RoS colleagues are able to access our digital services services as required, using properly configured and reliable devices.

• Use your analytic skills to think about long term resolution and not just quick fix.

• Monitoring ticket queues and channels to ensure any issues raised by colleagues for the team’s services are being actioned correctly and in a timely manner.

• Working with SME’s and Service owners to work through and learn how to resolve difficult tickets.

• Work closely with teams across IT Enablement to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted

• Raising cases with suppliers to resolve issues.

• Coach Service Desk associates to improve first fix of issues.

• Take part in knowledge sharing with team colleagues.

• Look for trends in the tickets coming in and any problems that may be growing and raise these with the service owners and the team leadership.

• Learn about the services that the team provides from the SMEs to help provide the best level of support to colleagues.

• Working with project teams and domains to release new functionality to colleagues.

• Work together to achieve individual and team objectives.

• Develop healthy relationships with the colleagues at RoS consuming the team’s services.

• Gather and pass on any feedback from staff about our services.

• Create Knowledge Base articles for both end-user and internal digital consumption.

• Monitor the health of our services and provide basic reporting.

• Provide support and guidance to new members of the team.

• Having empathy with the staff consuming our services.

Person specification

Essential Criteria – Skills and Attributes for Success

Experience & Technical:

We will assess you against the following Experience and Technical experience during the application and assessment process:

Experience

• Managing, prioritising and progressing incidents, service requests and technical tasks in a customer focused IT support environment.

• Effectively troubleshoot issues by identifying the root cause wherever possible and applying appropriate resolutions or workarounds.

• Using service management tools to record updates, monitor queues and support timely resolution of tickets.

• Working with colleagues, SMEs, service owners, suppliers and project teams to resolve issues or support new functionality.

• Identifying recurring issues, ticket trends or service gaps and escalating these appropriately.

• Creating or updating Knowledge Base articles, support guidance or service information for colleagues and internal teams.

• Supporting controlled changes, testing activity or the release of new functionality to users.

• Collating service information and producing basic reporting to support monitoring and improvement.

• Maintaining accurate information about IT assets, equipment, service configuration or service status.

• Supporting colleagues with empathy, professionalism and a clear focus on the user experience.

Technical Experience & Qualifications

Demonstrable knowledge of administering and supporting:

• Service management tools

• Analytical troubleshooting

• ITIL practices

• Microsoft Office 365 suite

• End-user-desktop technologies

• File share management

• Visual collaboration (preferably Miro)

• Printing

• ITIL(R) 4 or above Foundation Certification in IT Service Management or similar

Behaviours

You will be scored against all the Behaviours on both application and assessment stage:

Working Together

• Builds positive working relationships with colleagues, service owners, SMEs and project teams to resolve issues and support shared outcomes.

• Works collaboratively with Service Desk associates and team colleagues, sharing knowledge to improve first line resolution and overall service quality.

• Shows empathy and respect when supporting colleagues, taking time to understand their needs and the impact of service issues on their work.

Managing a Quality Service

• Takes ownership of incidents, tasks and service requests, ensuring they are progressed and resolved in a timely and customer focused way.

• Monitors ticket queues and service channels to make sure issues are actioned correctly, priorities are understood, and colleagues receive appropriate updates.

• Creates and maintains clear Knowledge Base articles and support guidance to improve consistency, service quality and user confidence.

Communicating and Influencing

• Listens carefully to colleagues to understand the issue, ask relevant questions and explain technical information in a clear and accessible way.

• Communicates effectively with service owners, SMEs, suppliers and project teams to support ticket resolution and the release of new functionality.

• Shares feedback, updates and learning with the team to support better decision making and continuous improvement of services.

Changing and Improving

• Reviews incoming tickets, service trends and colleague feedback to identify recurring issues and suggest practical improvements.

• Uses evidence and analysis to understand problems, support effective decisions and help prevent repeat incidents.

• Supports improvements to processes, guidance and ways of working that make services easier, more reliable and more efficient for colleagues.

Qualifications

ITIL(R) 4 or above Foundation Certification in IT Service Management or similar

Behaviours

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

• Working Together
• Managing a Quality Service
• Communicating and Influencing
• Changing and Improving

Benefits

Alongside your salary of £42,184, Registers of Scotland contributes £12,220 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 and Experience.

Stage one - Application Process

To apply, click on 'Apply now' and complete the online application form.

You will need to submit:

1. A CV outlining your career history and how you meet the essential criteria (max 4 pages).

1. A Statement of suitability (500 words) detailing how you meet the behaviours for the role. Please use the STAR method (Situation, Task, Action, Result) in your examples.

Please submit them as one MS word document.

Please note:

• If we receive a high volume of applications, we may complete an initial sift on Experience and Technical Experience

• We reserve the right to invite candidates to participate in a telephone interview prior to being further assessed.

• Applications that are not accompanied by CVs will not be scored or statements over 500 words will not be considered.

• We would strongly recommend that your statement is written in the STAR format (Situation, Task, Action & Result) and suggest preparing your answers using software such as MS Word or Google Docs, and then uploading the file.

• We strongly advise you review our policy on responsible use of AI in the application process. RoS may check answers with an AI detection tool and will contact you for a pre-screening call to verify your responses.

• Applications and appointments are subject to a strict merit-based assessment process, in line with the Civil Service Recruitment Principles.

Stage two – assessment

If successful at application stage, you will be invited to an in-person interview which will include the following:

• Behaviour based interview where we will assess all the advertised behaviours

• Technical case study exercise based on the Experience and Technical Experience

Behaviour based interview questions will be given to candidates 15 minutes before the start of the interview to allow candidates to prepare in advance. You will be able to take short notes with you into the interview from your preparation.

Recruitment timeline:
Close: 24th of May at 23:59
Sift: 25th of May
Interviews: week commencing 8th of June

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.

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

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 : talent@ros.gov.uk
• Email : talent@ros.gov.uk

Recruitment team

• Email : talent@ros.gov.uk

Further information

Further information
For further information relating to RoS, including:

Additional details on pay & benefits

The Civil Service Code

Complaints process

Use of AI in the application/recruitment process,

Please view our additional information page online.
If you have any questions, please contact talent@ros.gov.uk