End User Computing Engineer

This role is open to internal candidates and Common citizenship organisations only. Do you thrive on solving IT problems, supporting users and delivering excellent customer service? If the answers is yes, then this exciting opportunity could be for you. Our IT Services business area provides technology for the services National Records of Scotland (NRS) delivers to our customers, including Architecture & Business Analysis, Project and Programme Delivery, Service Management, Cyber Security, Infrastructure Engineering & Support, Data Engineering & Support, Application Engineering & Support and Testing services. You will, as End User Computing Engineer work within the IT Service Management team, who are responsible for ensuring service availability, performance and process maturity across our IT Services, specifically SLA Management, Change, Problem, Incident and Asset Management, as well as request fulfilment and hybrid working support. Responsibilities Maintain secure configurations and accurate information for IT assets across one or more significant areas, including verifying asset locations and status, implementing change requests, and applying change control procedures under supervision. Support the improvement and optimisation of development processes by demonstrating awareness of process efficiency, contributing to specific improvement activities, and identifying obvious deficiencies. Identify, log and allocate incidents to the appropriate channel, gathering all required information and taking ownership of issues until transferred, mitigated or resolved. Investigate problems affecting systems, processes and services, understanding whether issues are strategic, tactical or operational, and contribute to the implementation of remedies and preventative measures. Take inputs from multiple sources to establish coherent frameworks, demonstrate awareness of ITIL lifecycle and capability elements, and collate data from repositories to produce basic reports. Assist with technical support activities, carrying out agreed routine maintenance and administration tasks while maintaining awareness and a high-level understanding of relevant subject matter. Correctly execute test scripts under supervision, understanding the purpose of testing, its role within delivery, and how testing activities are performed. Identify and engage with users and stakeholders to gather evidence of user needs, define appropriate user research approaches, and use quantitative and qualitative data to translate user needs into outcomes. Success profile Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on. Technical / Professional Skills: Asset and configuration management - Working Change management - Awareness Continual service improvement - Awareness Incident management - Awareness IT service reporting - Awareness Ownership and initiative - Working Problem management - Awareness Service focus - Working Service Management Framework knowledge - Awareness Technical specialism - Awareness Technical understanding - Awareness Testing - Awareness User focus – Working This role is aligned to the End User Computing Engineer role, IT Operations. You can find out more about the technical skills required for this role here: Government Digital and Data Profession Capability Framework - Government Digital and Data Profession Capability Framework Experience 1. You have experience of providing 1st and 2nd line resolution by troubleshooting and taking ownership of incidents, recording actions taken and escalating more complex issues to senior colleagues for resolution to meet the needs of the customer. 2. You have a good understanding of the application of ITIL, contributing to Incident, Problem and Change Management functions. 3. You have a working knowledge of ITSM tool functionality to correctly register, categorise, update and fulfil support tickets and service requests at 1st and 2nd line level. 4. You have some experience coaching less experienced colleagues, whilst documenting and closing resolved Incidents as per agreed procedures. 5. Excellent communication skills, both verbal and written, with the ability to engage with colleagues at all levels. 6. Excellent organisational skills and the ability to work both independently and within a team environment. How to apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the Experience listed in the Success profile above. Vacancy closes at 23:59 on Sunday 9 August We will test your experience as part of the sift process, and if successful, you will be invited to an assessment and interview where we will test these again, along with the technical skills listed above. Full details of the selection process will be made available to shortlisted candidates once the sift has been completed. Candidates who past the sift and are invited to the Technical Assessment stage will be issued with a Technical Assessment Candidate Pack, which outlines the details of the assessment. Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples 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, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment. If invited for further assessment, this will consist of an interview and technical assessment. Assessment are scheduled for late August/early September, however, this may be subject to change. Sponsorship Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK. Recruitment Principles As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases. About us National Records of Scotland (NRS) is Scotland’s record keeper. Our purpose is to collect, preserve and produce information about Scotland's people and history and make it available to inform current and future generations. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. NRS is a Non-Ministerial Department of the Scottish Government observing the Civil Service Code and our staff are part UK Civil Service , working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer . As part of the UK Civil Service, we uphold the Civil Service Nationality Rules . Working pattern The standard working week is 35 hours, and we support flexible and hybrid working arrangements where business needs allow. This role requires a minimum of two days per week on site at NRS offices, which includes Thomas Thomson House (base office), General Register House, New Register House and West Register House. If you would like to discuss any aspect of the role before applying, please contact us. Security checks Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website , or read about the different levels of security checks in our Candidate Guide . Equality statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website . Read our Candidate Guide for further information on our recruitment and application processes. For more information on the role, please contact [email protected] Apply Before: Sunday 9 August (23:59). This role is open to internal candidates and Common citizenship organisations only.