Associate Digital Workplace Engineer

Associate Digital Workplace Engineer

Grade: EO
Salary: £33,785- £36,266
Benefits: Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see the full reward package at the end of the job description for more information.
Duration: Permanent
Working Pattern: As an employer that supports flexible working, we will consider part-time or compressed working requests, though these will be reviewed on a case-by-case basis and dependent on the role requirements.
Location: We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Your contractual base will be Edinburgh. Please note you will be required to make frequent visits to our Edinburgh office to fulfill your duties for this role and occasional visits to our Glasgow Office.
Department: Employee Enablement
Directorate: Digital Services
Role Reports to: IT Enablement Manager / Employee Enablement Lead
Closing date: 23rd February at 23:59
Number of Vacancies: 1

Registers of Scotland (RoS) manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology.

When working at RoS, we support our colleagues by offering a range of modern work policies and workspaces, as well as encouraging an inclusive, diverse, and equitable work environment. We are proud to promote our We Invest in People Gold Award, Investors in Young People Silver Award and We Invest in Wellbeing Gold Award, alongside our zero gender pay gap and the fact we are a disability confident employer.

In this role, you will be providing 2nd line troubleshooting and ticket management for the services Employee Enablement (EE) provide to RoS. You will work closely with project teams to release new functionality to colleagues.

Main duties:

• Taking ownership to provide resolution, by troubleshooting and diagnosis, of incidents and tasks coming to the EE team.
• Escalation of issues you cannot resolve yourself to service owners and SME to investigate and resolve.
• Use your analytic skills to think about long term resolution and not just quick fix.
• Coach Service Desk associates to help first fix of issues with EE services and share knowledge 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 the EE provide from the SMEs to help you better support the staff that consume those services.
• Take part, when required, in delivering initiatives.
• Work together to achieve individual and team objectives.
• Develop healthy relationships with the staff that consume EE's services.
• Pass on, to the team, any feedback from staff.
• Work with the Service desk to improve their understanding and knowledge of the services EE provide.
• Create Knowledge Base articles for both staff and digital consumption.
• Monitor the health of EE services and provide basic reporting.
• Provide support and guidance to new members of the team.
• Have empathy with the staff consuming EE's services.

What can we offer you? - Benefits at RoS:

• We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more.
• We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission!
• Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success.
• We work in an agile way, which is applied across the whole organisation.
• RoS offers a generous annual leave entitlement. 26 days of holiday plus 12 days bank holidays (for a total of 38 days). We reward your commitment to us by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement, bringing your allowance to 42 days.

As part of the reward package, you will get access to:

• Civil Service pension at circa 29% contribution on the employer side.
• Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers, subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more!
• Family friendly leave policies (Maternity at 1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more) after 1 year of continuous service.
• We offer continuous training and development opportunities, including being able to attend industry events.
• A generous salary range with pay progression arrangements is in place.
• You will have access to external counselling and external advice.
• We are a Disability Confident employer.
• We hold all three Investors in People awards: We Invest in People at Gold, We Invest in Wellbeing at Gold and Investors in Young People at Silver.
• We monitor equal opportunities and offer support where needed.

Essential criteria - Your Skills and Attributes for Success
Technical/Experience
Demonstrable working knowledge with:

• Service Now
• Microsoft Office 365 suite
• End-user core technology including Windows and Mac operating systems, application streaming, and management tools
• Collaboration technologies for meetings and documents
• Visual collaboration software such as Miro or MS Whiteboard
• Printing
• Analytical troubleshooting

The successful candidate will have:

• ITIL(R) 3 or above Foundation Certification in IT Service Management

Additional Technical Skills

• Asset and configuration management: You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets. (Skill level: working)
• Change management: You can implement changes based on requests for change. You can apply change control procedures. (Skill level: awareness)
• Continual service improvement: You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies. (Skill level: awareness)
• Incident management: You can diagnose and prioritise incidents, investigate their causes and find resolutions. (Skill level: working)
• Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Skill level: working)
• Problem management: You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures. (Skill level: awareness)
• Service focus: You can take inputs and establish coherent frameworks that work. (Skill level: working)
• Service reporting: You can collate data from depositories and provide basic reporting. (Skill level: awareness)
• Technical specialism: You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks. (Skill level: awareness)
• Technical understanding: You can show an awareness of the relevant subject matter and a high level understanding of what it involves. (Skill level: awareness)
• Testing: You can correctly execute test scripts under supervision. You can understand the role of testing and how it works. (Skill level: awareness)
• User focus: You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Skill level: working)

Behaviours

• Communicating and Influencing: Attentively listens to colleagues who raise issues to fully understand the problem/challenge they face. Respects and weighs up the value of different views, ideas, and ways of working.
• Changing and Improving/ Making Effective Decisions: Regularly reviews the issues and requests coming into the team and takes the initiative to suggest ideas to make improvements by providing evidence of their observations. Analyses and assesses information carefully to make appropriate evidence-based decisions and in doing so can justify/communicate how these decisions have been reached.
• Managing a Quality Service/ Delivering at Pace: Ensures tasks are completed to a high standard and fully meet customer needs. Takes ownership of tickets and drives them through to successful completion whilst overcoming any barriers to success.

How to Apply
To apply, click on 'Apply now' and complete our online application form, you will need to submit:

• . click apply for full job details