Business Support Manager

Job summary

The ImmForm Business Operations Team and play a critical role in supporting the UK’s National Immunisation Programmes. You will ensure the accurate and timely processing of vaccine uptake data, maintaining high standards of data integrity and compliance. Your responsibilities include defining data collection specifications, assisting with managing commercial contracts, and liaising with third-party suppliers to guarantee accurate reporting for national campaigns. You will oversee the publication of validated data on the ImmForm platform for key stakeholders.

In addition, you will provide project management support to drive process improvements, enhance operational efficiency, and mitigate risks. A key part of your role will involve User Acceptance Testing (UAT) of surveys and system changes, collaborating closely with IT teams to ensure technical accuracy and functionality. You will also raise and manage tickets in Jira for bugs, enhancements, and change requests, ensuring timely resolution and clear communication. Collaboration is essential, you’ll work with technical teams to maintain system performance and support wider business operations. This role is vital to safeguarding public health and ensuring the smooth delivery of immunisation services across the UK.

Working for your organisation

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Job description

A key part of the role involves User Acceptance Testing (UAT) of surveys and system changes, collaborating closely with IT teams to ensure technical accuracy and functionality. The role includes raising and managing tickets in Jira for bugs, enhancements, and change requests, ensuring timely resolution and clear communication. Additionally, responsibilities include managing version control and secure file storage for survey documents, ensuring updates are tracked and accessible. Collaboration is essential, working with technical teams to maintain system performance and support wider business operations. This role is vital to safeguarding public health.

Main Duties and Responsibilities

• Lead on vaccine uptake data specifications, validation, and upload to the ImmForm system; investigate and resolve data issues.
• Raise and manage change requests, bugs, and new requirements with IT teams via Jira.
• Conduct User Acceptance Testing (UAT) for surveys and system updates.
• Provide second-tier support for the ImmForm platform, demonstrating subject matter expertise.
• Develop strategies to improve data quality and prevent entry errors.
• Deliver project management support for process improvements, including risk assessment and reporting.
• Handle non-clinical queries accurately, escalating specialist issues appropriately.
• Identify and communicate incidents promptly; assist in quality improvement strategies.
• Contribute to team development through coaching and support, fostering a motivated and high-performing environment.
• Manage version control and file management for survey documents, ensuring updates are tracked and stored securely.
• Provide flexible support across business operations during incidents, staff shortages, or changes in priorities, adapting to evolving work requirements as needed.

Person specification

Essential Criteria

• Ability to work independently, make informed decisions, and know when to escalate issues.
• Strong problem-solving skills with the ability to diagnose and resolve technical and data-related issues under pressure.
• Proven experience in managing and validating large datasets, ensuring accuracy and integrity.
• Ability to define data collection specifications and troubleshoot data flow issues across multiple systems.
• Proficiency in data analysis tools, including advanced Excel functions (e.g., pivot tables, formulas) to identify trends and resolve anomalies.
• Demonstrated experience collaborating with IT teams, including raising and managing tickets in Jira or similar platforms and conducting User Acceptance Testing (UAT).
• Excellent communication skills, both written and verbal, with the ability to translate technical requirements for non-technical stakeholders and maintain high attention to detail.

Desirable Criteria

• Understanding of data governance, data protection, and information security principles.
• Knowledge of project management and risk management methodologies (e.g., PRINCE2, Agile).
• Familiarity with public health data systems, immunisation programme structures, and organisational processes.
• Experience applying Quality Assurance (QA) processes to improve system reliability and business outcomes.
• Awareness of Good Distribution Practice (GDP) and compliance requirements in healthcare supply chains.

Benefits

Alongside your salary of £46,310, UK Health Security Agency contributes £13,416 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 and will assess your Behaviours and Experience.

Stage 1: Application & Sift

Success profiles Success Profiles - GOV.UK

You will be required to complete an application form. You will be assessed on the listed (7) essential criteria, and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 1000 word supporting statement.

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V –please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible).

Please do not email us your CV.

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. We will not consider any words over 1000 words.

Longlisting:

In the event of a large number of applications we will longlist into 3 piles of:

1. Meets all essential criteria
2. Meets some essential criteria
3. Meets no essential criteria

If used, the following will proceed to shortlisting:

1. Meets all essential criteria

Shortlisting:

In the event of a large number of applications we may conduct an initial sift, on the lead criteria of:

• Proven experience in managing and validating large datasets, ensuring accuracy and integrity.
• Ability to define data collection specifications and troubleshoot data flow issues across multiple systems.
• Demonstrated experience collaborating with IT teams, including raising and managing tickets in Jira or similar platforms and conducting User Acceptance
  Testing (UAT).

Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates.

If you are successful at this stage, you will progress to interview & assessment.

Feedback will not be provided at this stage.

Stage 2: Interview

Success profiles Success Profiles - GOV.UK

You will be invited to a single face to face interview.

Behaviours and experience will be tested at interview.

There will be a Presentation which will assess the following:

• Proven experience in managing and validating large datasets, ensuring accuracy and integrity.
• Ability to define data collection specifications and troubleshoot data flow issues across multiple systems.

The topic and full instructions will be sent to you at the interview invitation stage.

The Behaviours tested during the interview stage will be:

• Managing a Quality Service - Lead behaviour
• Working Together
• Changing and Improving
• Making Effective Decisions

Interviews will take place in April. Please note these dates are subject to change.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is being offered as hybrid working based at our core HQ in Canary Wharf, London.

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month)working at our office. Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement
Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.

Eligibility Criteria – External

Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).

Salary Information
If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Please note: The Chief Operating Officer (COO) group, where this role sits, is undergoing organisational change over the next 12–18 months. While the process is still in the planning stage, some roles may be affected by future restructuring. We are committed to keeping candidates informed and will share updates as they become available.

Future location
UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see: Huge biosecurity centre investment to boost pandemic protection - GOV.UK.

The new facilities will start becoming operational in the mid-2030s, with full completion by 2038. Staff will move in phases as facilities become available. If you're appointed to a role currently based at Canary Wharf, Colindale or Porton Down, please note that we'll continue investing in these sites for the next decade. As we get closer to the transition, we'll provide full information about relocation support available to staff.

Reasonable Adjustments
The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any
reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability
Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs.

You can find out more information about reasonable adjustments across the Civil Service here: https://www.civil-service-careers.gov.uk/reasonable-adjustments/

International Police check
If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Internal Fraud Check
If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be
checked against the Cabinet Office Internal Fraud Hub, and anyone included on the database will be refused employment unless they can show exceptional
circumstances. Currently this is only for external candidates to the Civil Service.

Careers website
Please visit our careers site for more information https://gov.uk/ukhsa/careers

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

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Gurkamal Bhambra
• Email : gurkamal.bhambra@ukhsa.gov.uk

Recruitment team

• Email : recruitment@ukhsa.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the
basis of fair and open competition as outlined in the Civil Service Commission's
Recruitment Principles.
If you feel your application has not been treated in accordance with the Recruitment
Principles, and you wish to make a complaint, in the first instance, you should
contact the UKHSA Complaints team via email at: Complaints@ukhsa.gov.uk
If you are not satisfied with the response you receive from the Department, you can
contact the Civil Service Commission. Visit the Civil Service Commission website for
further information: https://civilservicecommission.independent.gov.uk