Application Support Analyst

The Pensions Ombudsman; Greater London; Hybrid; GBP 35,000 - 43,000; Part time

Benefits offered by this job

Civil Service Pension Scheme

27.5 days annual leave increasing to 5

Discretionary staff reward scheme

Learning and development programme

24/7 Employee assistance programme

Discounted health benefits

Staff networks and social activities

Sabbatical after qualifying period

Annual performance bonus

Eye test reimbursement

Flu jab reimbursements

Cycle to work scheme

Job summary

The Pensions Ombudsman is hiring an Application Support Analyst to maintain and optimise Dynamics 365 (Customer Services) and Power Platform components. The role is based in Canary Wharf with a flexible, agile working culture and a mix of office and remote work.

It is a full or part-time 18‑month fixed term contract with a salary of £38,813 per annum pro rata. You will ensure system availability, support business users, and work with suppliers and delivery teams to deliver high-quality digital

Responsibilities

• Provide day to day operational support for Dynamics 365 and related Power Platform applications.
• Conduct user and security administration, configuration updates, and routine maintenance within the platform.
• Monitor system performance, triage faults, and resolve issues efficiently, escalating where required.
• Ensure adherence to security, data protection and governance policies.
• Log, assess, and prioritise incidents, ensuring users receive timely and effective support.
• Investigate recurring issues and contribute to problem resolutions, identifying preventative actions.
• Work closely with developers, testers and suppliers to ensure smooth transitions between development and live environments.
• Provide support and guidance to business users on Dynamics 365 functionality, best practice and optimisation.
• Identify opportunities to improve processes, performance and service reliability.
• Contribute to service documentation, knowledge bases and operational runbooks.
• Work closely with internal IT colleagues and external partners.

Tools

Dynamics 365

Power Platform

Job description

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for an Application Support Analyst to join our team based in Canary Wharf, where we currently operate an agile working policy of 20% office attendance and a flexible working culture. You will be working full or part-time on an 18-month fixed term contract and will receive a competitive salary of £38,813 per annum pro rata. We offer several pension options as part of the Civil Service Pension Scheme, including defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups.

Salary and benefits

As well as a starting salary of £38,813 per annum pro rata, we offer:

• Several pension options as part of the Civil Service Pension Scheme, including defined benefits.
• 27.5 days annual leave increasing to 32.5 depending on length of service plus the option to buy and sell annual leave
• Discretionary staff reward scheme
• Comprehensive support for growth with learning and development programme to boost your career
• 24/7 Free confidential employee assistance programme
• Discounted health benefits and employee discount scheme across hundreds of retailers
• Access to Staff Networks and social activities
• Sabbatical after qualifying period
• A culture of reward with annual performance bonus
• Eye test and flu jab reimbursements
• Access to a Cycle to work scheme

Diversity and Inclusion

We are an accredited Disability Confident Employer and welcome applications from under-represented groups. We encourage applications from people of all backgrounds and aim to create a workplace where everyone feels valued and has a sense of belonging.

Who are we?

As a totally independent body, not part of the pensions industry or government, we investigate and make decisions when someone has been unable to resolve a complaint about how their pension has been managed. Our service is free, but we have legal powers to make decisions that are final, binding, and enforceable in court.

Our work can be challenging and high-profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve. Focusing on the facts, we must be balanced, fair and totally independent.

Purpose of the role

Reporting to the Head of Digital, Data and Technology, the postholder will play a key role in supporting, maintaining, and optimising TPO’s Dynamics 365 (Customer Services) platform and associated Power Platform components.

The postholder will ensure the availability, stability and performance of the service, working closely with delivery teams, suppliers, and business users to uphold high-quality digital services.

This role works with a number of key stakeholders across the organisation.

TPO’s Corporate Services teams provide support to the organisation on all business, communications and engagement matters.

Key responsibilities

• Provide day to day operational support for Dynamics 365 and related Power Platform applications.
• Conduct user and security administration, configuration updates, and routine maintenance within the platform.
• Monitor system performance, triage faults, and resolve issues efficiently, escalating where required.
• Ensure adherence to security, data protection and governance policies.
• Log, assess, and prioritise incidents, ensuring users receive timely and effective support.
• Investigate recurring issues and contribute to problem resolutions, identifying preventative actions.
• Work closely with developers, testers and suppliers to ensure smooth transitions between development and live environments.
• Provide support and guidance to business users on Dynamics 365 functionality, best practice and optimisation.
• Identify opportunities to improve processes, performance and service reliability.
• Contribute to service documentation, knowledge bases and operational runbooks.
• Work closely with internal IT colleagues and external partners.

Please refer to the Job Description for further information

We will shortlist and interview on a rolling basis, without waiting for a set closing date. Therefore, this vacancy may be withdrawn at short notice. In line with our policy, candidates deemed appointable through a fair and open competition will be kept on a reserve list for up to 6 months. If vacancies with sufficiently similar essential criteria arise, we may make offers to those who are on this reserve list. These vacancies may be in other teams in the organisation.

Closing date: 24 September 2026 at 11:59pm

Interview dates: from w/c 14 September 2026

All applicants must have a right to work in the UK and be prepared to be security cleared to Baseline Personnel Security Standard, which requires a basic disclosure from the Disclosure and Barring Service.