Application Operations Engineer

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

https://www.youtube.com/watch?v=pxhVchYkUxo&list=PL8EcnheDt1zgQYxvMYYtZf732Kp7cGqcC&index=1

HMRC is transforming the UK’s tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission.

The Multi-Channel-Digital-Tax-Platform (MDTP) within CDIO supports HMRC in delivering digital services to the tax player and enables HMRC’s wider digital strategy and policies. We support the service teams who design, manage and maintain HMRC’s core digital services.

Job description

Application Operations Engineers play a key role in ensuring our user management systems run smoothly and efficiently on MDTP. This position is a non-technical first line support role. You’ll join a small team responsible for managing and monitoring user management services, driving proactive service support, and maintaining operational excellence.

First line support is responsible for the effective onboarding, offboarding and movement of users within MDTP. Ensuring users have access to the applications required to build digital services. You’ll have a strong understanding of the access controls across the team's applications, and ensure users maintain the appropriate levels of access. You’ll be responsible for monitoring the user management services, identifying and resolving user management issues where possible and appropriately escalating technical problems to support engineers and the Product Owner.

You’ll also contribute to continuous improvement of MDTP’s user management services by maintaining user guides, updating troubleshooting documentation, collecting user feedback, and identifying trends in recurring issues. You’ll work collaboratively within a mixed-discipline team, contributing to planning and service design sessions, using your user management insight to highlight dependencies and support user-centred service development.

Further Information

Support hours are within the standard working day, Monday-Friday from 9am-5.30pm.

Person specification

Key Responsibilities

Service Management

• Provide front line support to a wide range of technical and non-technical colleagues for access to platform applications.
• Support users in ensuring they have the required access levels on applications.
• Designing & maintaining troubleshooting documentation.
• Create runbooks for first line support tasks.
• Collect feedback from users, and use this to improve the MDTP services.

Problem Management

• Respond to user problems, ensure users are sign-posted correctly or problems are escalated to the relevant business area.
• Use application knowledge to help form solutions to user problems.
• Recognise and flag technical issues escalating to technical leads and contribute to solutions where possible.

Agile teamwork

• Participate in team stand-ups, planning sessions and retrospectives.
• Communicate application knowledge to business colleagues and other stakeholders.

Awareness of:

• Jira
• Confluence
• Google Workspace
• GitHub

Essential Criteria:

• Proven experience in a technical support or service desk role, providing first line support to a broad range of users.
• Ability to diagnose, troubleshoot and resolve technical issues, escalating appropriately where required.
• Strong communication skills, with the ability to explain technical information clearly to non-technical stakeholders.
• Experience of maintaining accurate documentation and contributing to knowledge sharing processes.
• Understanding of IT service management principles and incident management processes.
• Escalation and problem management.
• Experience in investigating problems in systems, processes and services.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history and key achievements from your career which reflects the requirements of the role outlined above. Provide specific instances from your career d