Vacancies

Senior Technical Support Analyst

Main Responsibility

Main responsibilities include:

• Providing a senior role 3rd line applications support function for users across a range of business applications used by NHG.
• Assessing requests for change, assigned to the NHG Software Support Team. Liaising with system owners to ensure requirements are understood.
• Own the management of one or more critical business applications through their life cycle, co-ordinating and managing upgrades for these.
• For Application(s) that fall under your ownership, manage the day-to-day relationship with the business owner and software supplier’s technical support.
• Troubleshooting complex incidents and service and change requests through appropriate channels.
• Pro-actively monitoring and managing Service Desk ticket queues for the Team, ensuring that SLAs are adhered to.
• Leading on IT projects and application upgrades within your remit.
• Supporting the transition of bespoke developments and commercial software applications into operational support, ensuring that the Software Support Team have sufficient technical and user documentation together with knowledge from internal developers or vendors to efficiently manage the solution.

The Ideal Candidate

The ideal candidate will have a background in application support and development, preferably with experience of supporting housing systems. You will be a confident communicator, comfortable with engaging a range of stakeholders to elicit requirements and translate into technical solutions, as well as delivering guidance on systems usage to end users. You’ll be comfortable managing small projects whilst driving service improvements through process mapping and analysis to benefit customers.

You will have strong knowledge of SQL and data analysis and will be able to work independently with systems in a housing environment. Your pro-active approach will mean you are confident in taking ownership and be prioritising your own workload. You’ll also share your skills with the rest of the software team and provide support and guidance to other Technical Support Analysts.

What’s in it for me?

As part of our team, you will have access to professional qualifications and career opportunities across our Notting Hill Genesis business. You will also receive a generous holiday entitlement of 25 days, rising to 27 days after 2 years of service. You will also receive a simply health cash plan to help cover the costs of your everyday healthcare expenses (eg opticians, dentist, physio), generous pension scheme, and enhanced maternity pay and leave / shared parental leave options / paternity leave and access to our employee assistance programme for confidential support.

Benefits

In return we offer:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
• Interest free loans: season ticket loan, tenancy deposit loan and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary

Please apply for this role with us online. If you are not able to apply online, please contact our HR team via jobs@nhg.org.uk to discuss your requirements.

About the Company

Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 67,000 homes and employ around 1,500 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future. For more information on what we do and what makes us different please visit: https://www.nhg.org.uk/about-us/

Our people

We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.

Our pledges

We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.

We have under-representation of ethnically diverse colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage ethnically diverse candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.

We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation

To find out more about Diversity and inclusion at NHG, please visit our website.