Senior Product Support Analyst – Access​/Complex Service Requests

Senior Product Support Analyst - Access to Work/Complex Service Requests

Permanent, Full Time

£34,685 to £40,805 per annum

Location:

Chelmsford*

Working Style:
Anywhere worker

Closing Date: 30th July 2026

* This is a hybrid-working role contractually based in Chelmsford. You will work from the Chelmsford office at least one day per week, depending on business need.

At Essex Digital Service, we’re strengthening our IT Operations capability to support complex, business-critical needs, and we’re looking for Senior Product Support Analysts that will sit alongside our Operations Team to play a key role in that shift. These roles will act as subject matter experts for more advanced incidents, non-standard requests, and specialist solutions that enable our organisation to operate effectively.

You’ll take ownership of more complex and nuanced support demands, including bespoke software requests, Assistive Technology and Access to Work solutions, and cases that fall outside standard service models. Working closely with service desk, infrastructure, suppliers and product teams, you’ll provide deep technical expertise, problem-solving capability and a proactive approach to ensuring sustainable, user-focused outcomes, not just quick fixes.

This role will play a key part in supporting colleagues with Access to Work requirements, alongside handling more complex or bespoke service requests that fall outside of standard offerings, ensuring inclusive and effective solutions are delivered.

• Lead the resolution of incidents and service requests for key business applications, ensuring minimal disruption and high service availability.
• Plan and review application support services to meet business needs and drive continuous improvement.
• Manage supplier relationships and contracts to ensure service levels are met and upgrades are supported effectively.
• Schedule and oversee the work of product support staff, ensuring adherence to standards, documentation, and configuration procedures.
• Monitor and manage support requests, keeping users informed and ensuring timely resolution.
• Lead the implementation of software upgrades and releases, including contingency planning and supplier coordination.
• Ensure application projects and upgrades integrate effectively with existing systems and infrastructure.
• Configure and optimise application software to maximise functionality and performance.
• Work with business users to identify opportunities for improvement and efficiency through better use of applications.
• Investigate software failures, analyse logs, and liaise with suppliers to resolve issues and prevent recurrence.
• Provide guidance on application security, licensing, backups, and disaster recovery.
• Develop and enhance SSRS and SQL-based reports across ECC systems, ensuring they are well-designed and reusable.

• Educated to A Level and qualified to Level 5 or 6 in Digital Application Support, or equivalent experience.
• Proven experience in a product support role, ideally within a large local authority or public sector organisation.
• Strong communication skills, with the ability to engage technical and non-technical audiences.
• Excellent customer service and stakeholder engagement skills.
• Good understanding of service standards and agile delivery principles.
• Experience working in effective teams and applying creative thinking to solve complex issues.
• Skilled in investigating root causes, evaluating options, and resolving a broad range of technical challenges.
• Committed to continuous professional development and staying current with technical and business change.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.