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Application Support Officer
Job Description & How to Apply Below
Application Support Officer in HMCTS Digital & Technology Services, within the Ministry of Justice, supporting the digital systems used by the criminal courts. The role acts as the specialist contact for designated criminal applications, resolving incidents and improving service reliability with suppliers and justice partners. It is full-time only, with office attendance three days a week, and is open only to existing civil servants and accredited NDPB staff.
Applicants need Security Clearance, which normally requires five years' UK residence.
- Provide specialist support and advice on criminal justice applications and the business processes they support
- Take ownership of incidents, service requests and operational issues through to resolution, keeping stakeholders informed
- Investigate application issues, identify root causes and work with suppliers and technical teams to resolve, work around or escalating them
- Apply Incident, Problem, Change and Release Management processes to keep services stable and prevent recurring faults
- Maintain accurate records of incidents, requests, known errors and resolutions in service management tools
- Monitor application performance, service health and scheduled or batch processes, and act on failures and emerging risks
- Support testing, releases, upgrades and project implementations, transitioning changes into live support
- Administer user access, application configuration and system administration within security controls and policies
- Analyse incidents, performance data and user feedback to identify service and efficiency improvements
- Write and maintain operational procedures, support documentation, user guidance and knowledge base articles
- Build working relationships with operational teams, product teams, suppliers and criminal justice partners
- Represent the team at meetings, workshops and service reviews, and share expertise with colleagues
- Experience supporting users or operational teams in the use of criminal justice applications and related business processes
- Proven experience taking incidents, service requests and operational issues through to resolution or reassignment
- Strong analytical and problem-solving skills, including investigating complex issues and identifying risk
- Understanding of Incident, Problem, Change and Release Management disciplines
- Excellent communication and stakeholder management, adapting technical information to different audiences
- Strong customer and service focus, delivering high-quality end-to-end support
- Managing competing priorities in a fast-paced operational environment
- Security Clearance (SC), normally requiring five years' UK residence
- Existing Civil Service or accredited NDPB employee, appointed on merit through fair and open competition
- Eligible under Civil Service nationality rules
- Collaborative working with internal teams, external suppliers and stakeholders
- Proficiency in Microsoft Office, including Outlook, Word, Excel and Teams
- Experience working in HMCTS criminal courts, Magistrates' Courts, Crown Courts or a related criminal justice setting
- Experience in an IT, application support or service management environment, including ITSM tools such as Halo or Service Now
- Practical experience applying Incident, Problem, Change and Release Management processes
- Experience supporting testing, releases, upgrades and service improvement activities
- Experience writing operational procedures, user guidance and knowledge base articles
- Experience working with third-party suppliers and supplier management
- Knowledge of criminal court operations, including listing, scheduling and case progression
- Working knowledge of HMCTS criminal applications such as Common Platform, XHIBIT, Libra and DCS
- 25 days annual leave rising to 30 after five years, plus public holidays and one privilege day
- Option to buy or sell up to three days' leave a year
- Choice of Civil Service pension schemes
- Training and development opportunities
- Family friendly policies, including reduced hours and job share
- Paid paternity, adoption and maternity leave
- Flexible benefits, including voluntary benefits and retail discounts
- Free annual sight tests for staff who use computer screens
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