89414 - Application Support Engineer

The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403 Your salary will be dependent on your base location
Total pay in the range of '£30,001 to £40,000, £40,001 to £50,000' are subject to capability, skills and experience. Salary may consist of base pay and a Recruitment and Retention Allowance (RRA)
1
12 Months
National
National
NATIONAL
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
HEO
HEO
Permanent
Full Time, Part Time, Flexible Working
Digital
No

Application Support Engineer

Location: National*

Closing Date: 19th September

Interviews: w/c 30th September

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: London: £37,174 - £40,403 (which may include an allowance of up to £851)

National: £32,827 - £35,678 (which may include an allowance of up to £61)

Working pattern: Full-time/Part-time/Flexible working

Contract Type: Permanent

Vacancy number: 89414

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We’re recruiting for an Application Support Engineer here at Justice Digital, to be part of our warm and collaborative Probation Digital team.

This role aligns against Application Operations Engineer from the Government Digital and Data Framework

Reports to: OASys Product Manager

As a talented support person you are passionate about the identification, root cause analysis and resolution of incidents.  You will be an individual, who strives to use technology to exploit situations, reducing the time to resolution, saving time for other team members and improving data quality for all. 

Technologies

You will have experience of implementing database operations using Oracle SQL and PL/SQL. You will have detailed knowledge of Microsoft Office and be highly competent in Visual Basic, being capable of developing screen driven spreadsheets populated database extracts that can be used to gather user inputs. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

 Key Responsibilities:

  • Forming the final in-house OASys incident backstop.
    • Being able to analyse data states and make key decisions in the identification and resolution of offender record merges.
    • Being able to understand and implement complex record demerge activities to ensure records are an accurate representation of reality and maintain GDPR compliance.
    • Effectively interface with staff at all levels in the organisation, ensuring application issues are resolved efficiently.
    • Monitoring, managing and progressing incidents in the ServiceNow Incident and Task Queues.
    • Use SQL select statements to provide parameters for data fixes used to resolve live incidents.
    • Identify problems that arise frequently which could be addressed through system change rather than a resource intensive help desk process.
    • Monitoring the application error log to identify potential emerging issues.
  • Aligning and correcting OASys offender records in line with NOMIS and Ndelius.
  • Analyse processing queues to identify data corruptions and resolutions.
  • Investigating and actioning items on the daily report for prison event failures.
  • Monitoring the connection with NOMIS and Ndelius to / from OASys via the NDH to ensure data integrity.
  • Arranging for overnight / cron jobs to be disabled or enabled, if a reliant application in the chain is experiencing downtime.
  • Querying the OASys database via SQL to provide reports and data extracts.
  • Completing Prison OASys application access requests and additional role requests, working with multiple resource teams to action the requests.
  • Developing and testing new team processes to increase efficiency and reduce time wasted on labour intensive tasks.
  • Using Visual Basic to process database extracts to automate the building of bulk data fixes.
  • Creating and designing user friendly spreadsheets with Visual Basic forms, to record user inputs that process data mapping information.
  • Being prepared to work unsocial hours to provide support and deal with severe incidents
  • To take part in major incident management when required.
  • To be responsible for the management and technical aspects of data migrations.
  • To take part in test activities prior to deployment of critical releases and updates, including shakedown and end to end.
  • Responsible for the identification and cost effective resolution of data issues.
  • Being competent in the management and navigation of multiple test and live environments, using Microsoft Remote Desktop.
  • Identify the main issues in complex problems, clarify understanding or user expectations, to seek the best option.
  • Proactively monitoring and managing application issues via daily and weekly checks to ensure the end-users experience and data integrity.
  • Providing cover for the management of the NOMIS Data Hub.
  • Provide support to the Product Manager.
  • Share knowledge of tools and techniques with the wider team.
  • Liaising with multiple providers and teams to ensure planned outcomes are achieved.
  • Managing end user issues through the proper escalation channels.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Benefits

  • 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
  • A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
  • Staff have 10% time to dedicate to develop & grow
  • Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
  • 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
  • Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
  • Wellbeing support including access to the Calm app.
  • Bike loans up to £2500 and secure bike parking (subject to availability and location)
  • Season ticket loans, childcare vouchers and eye-care vouchers.
  • 5 days volunteering paid leave.
  • Free membership to BCS, the Chartered Institute for IT.
  • Some offices may have a subsidised onsite Gym.

 Person Specification

Essential

  • Experience with Risk Assessment Systems: In-depth knowledge of a risk assessment system used in the public sector such as OASys, or similar systems.This includes understanding the history, varying data states, and the ability to work with complex data sets.
  • Experience with Integrated Case Management Systems: Familiarity with systems that integrate with risk assessment tools (e.g., NOMIS, Ndelius, NDH) or similar systems that require communication and data exchange between applications. Experience managing or troubleshooting integrations between such systems is highly desirable.
  • Technical Proficiency: Experience with query languages (e.g., SQL) or a strong understanding of database design, with a willingness to learn and apply structured query language to undertake key elements of this role.
  • Broad Understanding of System Integration: A high-level understanding of case management and risk assessment systems, and experience dealing with integration incidents. Experience gained outside the Ministry of Justice, in other sectors using integrated case management systems, is equally valuable and can be enhanced with on-the-job training.
  • Experience of incident management, monitoring, managing and progressing incidents in Service Now
  • Testing experience
  • Identify the main issues in complex problems, clarify understanding or user expectations, to seek the best option.

Willingness to be assessed against  the requirements for SC clearance

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

 How to Apply

Candidates must submit CV + Cover Letter (500 words max), which describes how you meet the requirements set out in the Person Specification above.

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

  • Seeing the Big Picture
  • Managing a Quality Service
  • Making Effective Decisions

A diverse panel will review your application against the Person Specification above.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on experience with OASys and incident management will be conducted before the sift.

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk

London: £37,174 - £40,403 (which may include an allowance of up to £851)

National: £32,827 - £35,678 (which may include an allowance of up to £61)

19/09/2024, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com 

Please quote the job reference - 89414.

Security Clearance (SC)

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Use of Artificial Intelligence (AI)

You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.

Interview stage assessments

There is 1 interview stage for this vacancy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

For further information and to apply for this position please see the following link: https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=414.

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) https://www.gov.uk/settled-status-eu-citizens-families

· 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) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.