System Support Officer

• This role is based at County Hall, Taunton, it is hybrid working with a minimum of 1 day a week in the office and at times you could be asked to work from other Somerset Council Offices.
• 28 days annual leave (in addition to bank holidays) pro rata for 22.2 hours.
• The contract offered is permanent and part-time (22.2 hours per week).

The Practice Support and Systems Development (PSSD) Team sits within Children’s Services, Business Operations.

We work closely with colleagues throughout Children's Services, Children’s Social Care (CSC), Family Intervention Service (FIS), Somerset ICT and Systems Suppliers to provide system user support and system development and improvements.

We are looking for someone who wants to make a difference and is enthusiastic and motivated, with fresh ideas but is also able to follow predefined processes and guidance.

 Your day-to-day work will involve:

• Being responsible for providing high quality support and advice to users via phone, email and Microsoft Teams, and the administration and upkeep of the Children’s Social Care and Early Support systems (LCS/EHM/LIFT).
• Acting as first point of contact and triage for system support queries and issues, providing timely and effective support to end users. This will include:
  • Resolution of user’s issues using the available system admin tools, or if appropriate, reporting to the 3^rd party system provider for resolution.
  • Managing user accounts and permissions to provide access to systems.
  • Maintaining system security, control of user’s access and permissions to all systems.
• Supporting users with training and producing training materials to embed their engagement and usage of the systems; providing advice and guidance, collaborating with users and other members of the team to help make the best use of the system.
• Playing a vital role in helping to modify the system to reflect business needs by the way of requests to develop the systems made by users of the Children’s Social Care (LCS/EHM/LIFT) applications.
• Testing upgrades to ensure they meet the requirements of the business; minimising downtime for users; and ensuring the business processes are documented and all technical guidance documentation is kept up to date.
• Liaising with software providers and Somerset ICT to ensure the correct operation and availability of the system during normal working hours.

We offer ongoing support, training and guidance to help you be the best you can be. But it will really help if you have:

• Experience of managing conflicting priorities and meeting challenging deadlines.
• Experience of identifying, investigating, and resolving problems.
• The ability to communicate clearly and simply both verbally and written.
• The ability to work to a high standard of accuracy with attention to detail in checking own work and reviewing for colleagues.
• High attention to detail
• Natural curiosity and can work on your own initiative.
• Knowledge of Microsoft Office applications (Work, Excel, and Outlook)

You will NOT need to be an IT expert but should be computer savvy and have good people skills.

We’re proud to be here for the people of Somerset. And that means everyone in Somerset. An important part of this is ensuring that we are as diverse and inclusive as the people and communities we serve.

We welcome applications from a diverse range of backgrounds and experiences to enrich our team. You can always contact the hiring manager for a chat if there’s anything you want to talk about before you apply.

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.

We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:

• We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
• Generous annual leave allowance, with the opportunity to purchase additional leave
• Staff discounts in gyms.
• Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
• Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
• A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
• My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more

The Salary for the role is Grade 12, ranging from £28,598 to £32,061 (£17,158 - £19,236 for 22.2 hours).

For an informal chat about the role, you can contact:

David Billing by phone on 01823 359273, or by email David.Billing@Somerset.gov.uk,

Helen Sellick by phone on 01823 356931, or by email Helen.Sellick@Somerset.gov.uk.

If you have everything you need, just hit the apply button. We can’t wait to hear from you!

This role requires a basic DBS check via the Disclosure procedure.