Job description
This role is for a fixed term 12 month contract.
Min Salary - 42,500
Max Salary - 50,000
Civil Service Employer Pension Contribution of 27.1%
Closing date for applications will be the 22nd June. However, we encourage you to apply as soon as possible if you are
interested in any roles.
Please note that the NAO does not have the ability to sponsor any people who do not have the right to work in the UK.
The National Audit Office (NAO) supports Parliament to hold the government to account for the way public services are delivered. Our primary role is to scrutinise public spending for Parliament. We do this by certifying over 350 government accounts and produce around 65 Value for Money (VFM) reports each year.
The NAO invests in audit technology and automation to improve quality, efficiency, add value and reduce costs. To support the tools used by the Financial Audit service line, we have a central function called “Audit Technology Services” (ATS). ATS is led by the ATS Manager and is supported by a Senior ATS analyst and two ATS Analysts. The successful applicant would become our third ATS Analyst forming a complete team of five and support with the launch of a new strategic audit management solution.
We require an experienced person to:
Provide user support (to a community of around 700 users) including problem solving to resolve system issues and provide a high level of customer engagement for systems used by auditors to carry out their work including a new strategic solution that is being launched later this year.
Create and update guidance.
Support with day-to-day management of audit applications to ensure delivery of a high-quality service.
System administration and maintenance of solutions.
Support with data quality, cleansing, reporting and insights using MS Excel.
Provide support with configuration of system developments and testing of changes, service packs / releases and upgrades.
Support the Audit Technology Services Manager and ATS team with continual improvements of all systems, processes and ad hoc projects.Responsibilities
This Audit Technology Support Analyst role is a wide-ranging role, requiring the holder of the role to effectively provide support for a range of business-critical applications relied on by the financial audit service line. The holder of the role will support with:
System maintenance and configuration
System administration: ensuring all applications are kept to date with joiners, leavers, removal of out of date audits, security restrictions etc.
Configuration and supporting with testing of system changes/ updates to support operational changes and efficiencies.
Supporting with testing of service packs and upgrades to audit software / tools, or changes to infrastructure that could impact the operation of audit software / tools.
System monitoring and data cleansing.
Supplier management
Liaise closely with suppliers for issues relating to audit software and tools to ensure speedy resolution.
User Support
Directly support end users with queries relating to the operation of all audit software
Monitor incidents and produce statistics and recommendations to improve services and customer satisfaction.
Support with communications to ensure the service line are kept up to date with software matters.
Work closely with our first line Expert support network.
Proactive working with Stakeholders across the NAO
We would expect the holder of this role to be responsible for:
Support with liaising with the NAO’s Digital Services (our corporate IT support team) to ensure the services are being delivered as expected and to the quality expected.
Keeping up to date on business changes and upgrades to the NAO IT estate that Digital Services may be planning.
Maintain communications with our central methodology team (how we do audit) and our financial audit operations team (ensures the effective running of the financial audit service line).
Communicate with all levels of the NAO.
Work closely with the Audit Technology Services Manager and wider team on the day-to-day management of applications and service improvements.Skills required
Education/work experience/skills
Experience of providing user support. Experience of providing such a role in the context of a professional services business would be an advantage.
Good understanding of the technical operations of an IT team and their operational impact on business applications.
Intermediate to advanced level of MS Excel (e.g., for data manipulation and reporting)
Familiar with ITIL principles (Service Management)
Experience using service management / ticketing solutions (desirable)
Given the NAO’s “cloud first” approach, experience gained in a Cloud environment would be valuable
Problem solving and analytical thinking
Familiar with project-based work
Abilities
Enthusiasm and a commitment to providing excellent customer service
Excellent communication and interpersonal skills
Given the operational importance of the audit software / tools to the NAO’s business activities, a track record working at pace to troubleshoot and resolve issues and get things done
Good problem solver / logical thinker able to work through problems to identify root causes
Brings new innovative ideas for improving service offerings and support
Attributes
Intellectual curiosity, especially about technology and business process related matters
Willingness to address poor performance to ensure that issues are addressed quickly
Ability to work co-operatively and collaboratively as part of a team to deliver a team effort
Drive and determination to overcome obstacles, resistance, or challenges in order to achieve goals
Commitment to personal development and keeping technical skills up to date
Good communication skills and ability to flex these to address the various audiences from junior audit staff through to senior level client staff.
If you are interested in applying for this role, please send a cv and covering letter to the HR Service Desk HRServiceDesk@nao.org.uk and also copy kevin.carey@nao.org.uk