Application Support Engineer - Atlassian Administrator

Job summary

The Department for Business, Innovation, Science and Trade (BIST) helps businesses invest, innovate, export and grow across the UK. The Digital, Data and Technology (DDaT) directorate helps to deliver this by designing, building and running the services, platforms and technology that businesses and colleagues rely on every day.

Our teams work on a wide range of services and technologies, including:

• digital services that help businesses access government support, guidance and opportunities
• data and AI products that support decision making and enable innovation
• internal tools and services that help colleagues work more effectively
• secure technology and platforms that support critical government services
• cyber security services that protect systems, data and users

By joining DDaT, you'll work on services used by businesses, colleagues and citizens across the UK. You'll be part of multidisciplinary teams focused on improving services, solving complex problems and delivering better outcomes for users.

We are committed to creating an inclusive and supportive workplace. In recognition of this, we were named Best Public Sector Employer at the Women in Tech Employer Awards 2025!

Job description

We are looking for a dynamic Application Support Engineer. The service desk will support various applications such as the Atlassian Suite, Zendesk, Service Now, Google Workspace, and other productivity applications in use across the department. In this role, you’ll not only contribute to the design of the support process of these vital applications, but also ensure their stability, robustness, and resilience to help us keep our digital services running smoothly and efficiently.

About you

As an Application Support Engineer, you will work in a dynamic, agile environment, reporting to the Application Support Manager, and working alongside other application engineers and other roles in DDaT, such as Delivery Managers, Business Analysts, DevOps engineers, Architects and Testers. You will be responsible for managing the 1st and 2nd line technical support for various SaaS Applications across the department.

You’ll look for opportunities to improve process efficiency, identify new available features, make use of automations where possible and work with various teams when onboarding new applications. You’ll also be actively participating in improving the capability of the Application Support team, as well as presenting at Show and Tells to share new features to the team and stakeholders.

It would be beneficial to have experience supporting Microsoft 365, AWS Workspaces and have completed ITIL Foundation certification when starting the role but not essential.

Main responsibilities

You will:

• Manage incidents, service requests, and user queries through the Application Support Service Desk, ensuring delivery within agreed SLAs
• Investigate, troubleshoot, and resolve application issues, escalating complex incidents to appropriate teams and suppliers where required
• Liaise with SaaS vendors and third-party suppliers to manage outages, escalations, and ongoing service performance
• Monitor application availability, performance, and user experience, identifying and addressing potential issues proactively
• Support user onboarding, access management, and permissions administration to ensure secure and efficient system access
• Contribute to software releases, testing, validation, change requests, and solution implementation, using automation where possible
• Collaborate with stakeholders to identify and develop new solutions that meet evolving business requirements
• Create and maintain knowledge articles, support documentation, and user guides, while delivering user training and implementing preventative measures to reduce recurring support issues

Person specification

It is essential that you have:

• Experience supporting tools such as Atlassian, Zendesk, and Service Now (Lead Criteria)
• Experience on a Service Desk
• Experience in working in agile/rapid application development teams, contributing to solution delivery and decision making throughout the full agile delivery lifecycle
• Experience of recommending and assessing tooling standards to be used for application engineering
• Experience of collaborating with stakeholders to improve application usability and performance
• Problem-solving skills

It is desirable that you have:

• Experience with Microsoft 365
• ITIL Foundation Certificate
• Experience with AWS Workspace

Behaviours

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

• Working Together
• Delivering at Pace
• Changing and Improving

Technical skills

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

• Technical understanding
• User focus
• Technical specialism
• Ownership and initiative
• Continual service improvement

Benefits

If you join us, you will get:

• Learning and development tailored to your role
• A flexible, hybrid working environment with options like condensed hours
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 28.97%
• Annual leave starting at 25 days rising to 30 days with service
• Three paid volunteering days a year
• An employee benefits programme including cycle to work

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, Experience and Technical skills.

How to apply

As part of the application process you will be asked to upload a two-page CV and complete a 500-word personal statement outlining how you meet the essential skills and experience listed above. You can use bullet points and subheadings if you prefer.

Sift will be from week commencing Monday 28th September 2026

Interviews will be from week commencing Monday 5th October 2026