Apprentice Applications Support Analyst

Join our digital transformation and earn and learn whilst getting your apprenticeship with the world's oldest and largest animal welfare charity.

A bit about us

2024 is a big year for us as we turn 200 years young! We are proud of our long standing history in campaigning for a better world for animal  welfare. We were the first to introduce a law to protect animals and have been working hard ever since  to ensure that all animals can live free from pain and suffering. Through our campaigns we raise standards of care, and awareness of issues, affecting animals today. Our vision is to one day live in a world where all animals are respected and treated with compassion. And that is what we work towards every day. 

We are looking for a new team member to join us as a Apprentice Applications Support Analyst

• Working hours: 35 hours / Mon - Friday. 
• Hybrid role: Your base will be at Horsham West Sussex. Hybrid working isn't a tick exercise for us - we live the values, expectation for this role will be 1-to-2 days per week.
• 24 Month Fixed Term Contract

We role model our values through our people culture and keep connected through regular/daily check-in's and team meetings, your colleagues are always on hand to support or chat. It's important to us that you feel part of our team from the get go! 

Take a look at our Digital Apprenticeship booklet to learn more about our apprenticeship opportunities and what it's like to join the RSPCA as one of our  apprentices.

Apprenticeship Programme: This apprenticeship vacancy has been paired with the Level 3 Digital Support Technician Apprenticeship Standard. 

Apprenticeship Training Provider: Remit Training 

Delivery Model: Training is delivered virtually alongside ‘on the job' application. 

Entry requirements: Certificates demonstrating Maths & English at Grade C / 4 or above (or equivalent) 

* Candidates must have resided in the UK for the last 3 years to be eligible for this apprenticeship vacancy. 

* Candidates who have already completed an equivalent or higher level qualification within the same subject area are unfortunately unable to complete this apprenticeship programme. 

We offer a wide range of benefits to recognise your contributions at RSPCA.

• 35 hour week 
• Great Annual Leave benefits - 25 days annual leave on joining increasing each year to a maximum of 31 days (pro rata for part-time)
• Additional Society day around Christmas.
• Flexibility in hours - with the introduction of Core Hours staff can work their 35 hours flexibly across Monday to Friday. Core hours are 10.00am - 15.00 (please note this isn't available for our frontline animal care roles) 
• Generous pension scheme 
• Career development through our in-house Learning & Development training 
• Charity worker discounts: Access to hundreds of discounts across many retailers, travel, insurance & cinema tickets.
• Dog friendly offices at our London & South East Hub!

The Post holder will be responsible for providing 2nd/ 3rd line support in regards to key applications used across RSPCA Business functions. The Role is customer facing and requires liaising with internal customers to help them resolve their issues in a timely manner.  The role requires collaborative effort and and the ability to work as a team.

The main purpose of the team is to investigate problems that Business users raise with systems and Applications through our IT Service Management ticketing application.  To share knowledge and document solutions and workarounds required to resolve issues.  When problems require skills from the wider IT team, triage tickets effectively and monitor outcomes. 

You will be required to administer key systems, creating & deactivating users, Switching on functionality, running Licencing/usage reports.  configuring and deploying solutions through the route-to-live to production and participate in testing activities. 

Other key tasks:

Provide resolution/responses to incidents, service requests and problems within agreed targets for all applications for which the team is responsible.  

• Undertake daily checks to ensure applications are performing as expected. Raise tickets and assign to relevant IT stakeholders when issues are discovered. 
• Manage and coordinate support effort through directing and communicating with key stakeholders including consultants, suppliers and internal customers. 
• Undertake maintenance tasks and audits as required 

Salesforce Configuration and Administration 

• Create/ deactivate users in our Salesforce Enterprise solutions.
• Help resolve user log-in issues
• Provide assistance with regression testing for tri annual Salesforce releases
• Undertake licence checks and Usage reports.
• Provide initial analysis of Salesforce related tickets and make sure the is sufficient detail on tickets for Senior Admins to work on.
• Ensure that all regular processes necessary for the successful operation of the RSPCA Applications on the Salesforce platform operate effectively 

• Ability to prioritise
• Ability to implement and follow control  procedures 
• Good documentation skills
• Proven problem solving capabilities for 
• complex technical problems 
• Ability to communicate with technical resources at all levels 
• Ability to interpret and translate detailed  technical information into business language

We review applications as they are received, so early submissions are highly encouraged. We reserve the right to close this advert once sufficient applications have been screened and progressed.

All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team.

We strongly believe in being an innovative, diverse, and inclusive organisation and recognise that diversity in all of our people will help achieve that purpose and our mission more effectively. We actively encourage and seek applications from a wide diversity of candidates and in particular welcome applications from minority ethnic, black, and candidates with disabilities, who are currently under-represented at the RSPCA.

Please note we are not accepting unsolicited CVs from agencies or seeking support for this opportunity.

Ending cruelty, promoting kindness and alleviating suffering to animals.