Overview
*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the freedom to work from home while still benefiting from in-person collaboration at our Chelmsford office, typically around 2 to 3 days per month dependent on business need.
Join a Council Shaping the Future of Public Services
Essex County Council (ECC) is on a bold journey to become one of the most effective, forward-thinking, and financially sustainable councils in the UK by 2030. At the heart of this transformation is a bold commitment to digital innovation and world-class customer service.
In this technically focused and service-driven role, you’ll lead the support and optimisation of ECC’s key corporate and departmental applications. As Senior Product Support Analyst, you’ll ensure applications run smoothly, securely, and efficiently minimising disruption and enabling business continuity. You’ll work closely with users, suppliers, and internal teams to manage incidents, upgrades, and improvements, helping ECC make the most of its digital products and platforms.
Key Responsibilities:
- 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.
The Experience You Will Bring:
- 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.
Why Join ECC?
As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost.
Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone’s Essex. With flexible working, excellent development opportunities, and the chance to work with a supportive team that’s passionate about what they do, Essex is the ideal place for you.
Ready to help shape the future of public services in Essex?
Apply now and become a key player in ECC’s digital transformation journey.
What else do you need to know?
In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR) on our careers site.
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.
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.
At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service
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.
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If you have queries on this role or require anything further, please email Abbie.Mollison@essex.gov.uk
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IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
