Senior Product Support Analyst – Access​/Complex Service Requests

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

Permanent, Full Time

Salary: £34,685 to £40,805 per annum

Location:

Chelmsford. Working style:
Anywhere worker (hybrid working).

Closing date: 30th July 2026

• 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.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

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. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

If the role requires a DBS check you will be required to register with the DBS update service.