Audit Technology Support Analyst (Maternity Cover)

Role: Audit Technology Support Analyst(Maternity Cover)
Contract: FTC
Location: We operate in a hybrid model, guided by our ways of working principles. The NAO supports flexible working and is happy to discuss this with you at application stage. We require all employees to attend the office at least twice a week.
Salary:
Newcastle based: Min Salary - £36,125 Max Salary - 42,500
London based: Min Salary - £42,500 Max Salary - £50,000
Civil Service Employer Pension Contribution of 27.1%
The National Audit Office (NAO) is the UK’s main public sector audit body. Independent of government, we have responsibility for auditing the accounts of various public sector bodies, examining the propriety of government spending, assessing risks to financial control and accountability, and reviewing the economy, efficiency and effectiveness of programmes, projects and activities. We report directly to Parliament, through the Committee of Public Accounts of the House of Commons which uses our reports as the basis of its own investigations. We employ some 800 staff, most of whom are qualified accountants, trainees or technicians. They work in one of two main areas, financial audit or value for money (VFM) audit.
The NAO welcomes applications from everyone. We value diversity in all its forms and the difference it makes to our organisation. By removing barriers and creating an inclusive culture all our people have the opportunity to develop and maximise their full potential. As members of the Business Disability Forum and Two Ticks Disability Scheme we guarantee to interview all disabled applicants who meet the minimum criteria.
Nationality Requirement:

• UK Nationals
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)

About the role

The NAO invests in Audit Technology and automation to improve quality, efficiency, add value and reduce costs. To support and manage the key tools and applications used by the Financial Audit service line for auditing, we have a central function called “Audit Technology Services” (ATS) which is led by the ATS Manager and is supported by a Senior Analyst and three Analysts.
The successful candidate will be a well organised, structured thinker who is a good communicator, comfortable in a customer facing role, able to influence positive change and deliver key messages and guidance in layman’s language. They must also possess strong analytical skills and be able to make sense of complex and logical problems quickly.

Responsibilities

We require an experienced person with proven ability to:

• Provide user support effectively for a range of business-critical applications relied on by the financial audit service line and manage incidents and service requests through the full lifecycle to resolution ensuring that the user is kept is informed of progress.
• Manage incidents, problems and changes up to major incident level.
• Ensure all ticket details are recorded effectively in logging systems.
• Manage and communicate with both internal (including senior leaders and Digital Services/IT) and external stakeholders/ suppliers as a subject matter expert.
• Liaise closely and drive suppliers to ensure speedy resolutions to audit application issues impacting NAO Financial Audit users and the organisation.
• Provide day-to-day management of audit applications/ tools to ensure delivery of a high-quality service.
• Provide support with audit application developments including reviewing impact assessments for changes/ fixes, producing tests scripts, and undertaking UAT for fixes, changes, service packs and releases/ deployments.
• Completing administrative tasks to ensure business as usual compliance matters are met.
• Responsible for system maintenance including joiners, movers, leavers.
• Proactively coordinate delivery of continual improvement initiatives including development of process efficiency, support specific activities to improve development processes and spot or identify obvious deficiencies
• Responsible for supporting and delivering key processes - including producing comms, training, creating and updating guidance, data analysis and reporting.
• Monitor incidents and produce statistics and recommendations to improve services and customer satisfaction.
• Show an awareness of different products and services.

Key Skills & Competencies Required are:

• Clear and confident communicator with good influencing skills 
• Drive and determination to overcome obstacles, resistance or challenges in order to achieve goals
• Good problem solver / logical thinker able to work through problems, troubleshoot and to identify root causes
• Brings new innovative ideas for improving service offerings and support
• Intellectual curiosity, especially about technology and business process related matters
• Ability to work co-operatively and collaboratively as part of a team to deliver a team effort
• Experience of providing user support
• Good understanding of the technical operations of an IT team and their operational impact on business applications
• Experience of service management best practice/ ITIL principles, developments and the supporting technology 
• Experience of using DevOps (desirable)
• Intermediate to advanced level of MS Excel (e.g. for data analysis and reporting)
• Enthusiasm and a commitment to providing excellent customer service including a track record working at pace to resolve issues and get things done