Application Support Analyst, Audit Technology Services

National Audit Office; Greater London; Hybrid; GBP 43,000 - 50,000; Full time

Benefits offered by this job

Hybrid working policy

Overtime payments

Job summary

The National Audit Office (NAO) is seeking an Application Support Analyst to join Audit Technology Services. The role provides high-quality support for business-critical applications, manages incidents end-to-end, and collaborates with suppliers and internal teams to improve service delivery.

You will monitor performance, assist with testing, and contribute to knowledge materials while adapting to the NAO's hybrid working model (in-office at least 2 days/week).

Qualifications

• Experience supporting business-critical applications or digital services with incident triage and resolution.
• Solid understanding of IT service management including incident, problem, change, release and knowledge management.
• Ability to diagnose issues, identify recurring problems and work with teams to fix or workaround.
• Experience supporting releases, upgrades or patches with testing and defect management.
• Create or support user guidance and training materials for changes.
• Use service data and reporting tools to monitor performance and identify risks.
• Strong data analysis skills and intermediate Excel capability.
• Awareness of access management and least-privilege access.
• Familiarity with ITIL or equivalent service practices.

Responsibilities

• Provide high-quality application support for users, owning incidents to resolution or escalation.
• Investigate issues, identify recurring problems and coordinate with suppliers or tech teams for fixes.
• Admin tasks including joiners/movers/leavers, access changes, and periodic access reviews.
• Monitor availability, performance, capacity, data quality and service trends.
• Support incident, problem, change, release and knowledge management processes.
• Plan and execute functional, regression and user acceptance testing for releases.
• Coordinate supplier support tickets with clear evidence and monitoring.
• Create and maintain support procedures, knowledge articles, and user guidance.
• Support user training and adoption activities for changes.
• Assist projects and transitions of new services to BAU with proper documentation.

Skills

Incident triage

IT service management

Root-cause analysis

Release support

User guidance

Performance monitoring

Data analysis

Access management

ITIL aware

Tools

Dynamics 365

Power Platform

Dataverse

SharePoint

Azure DevOps

SQL

Job description

Job title Application Support Analyst, Audit Technology Services

Minimum salary

Maximum salary

Location

Location London

Close date 28/09/2026

Job description Contract type: Permanent

Location: London or Newcastle

Salary: c.£50,479 (London), c.£42,778 (Newcastle) a higher base may be considered for an exceptional candidate

Office attendance: The NAO operates a hybrid working policy where staff are expected to be in the office a minimum 2 days a week.

Main purpose of the job:

The National Audit Office (NAO) has made a strategic investment in audit technology and automation to enhance audit quality, efficiency, and value for money.

Key responsibilities:

• Provide high-quality application support for users, taking ownership of incidents and service requests through to resolution or escalation.
• Investigate application issues, identify recurring problems, support root-cause analysis and agree fixes or workarounds with technical teams or suppliers.
• Complete business-as-usual administration, including joiner, mover and leaver activity, access changes and periodic access reviews, ensuring least-privilege access and clear audit evidence.
• Monitor application availability, performance, capacity, data quality and service trends, using insight to identify risks and recommend improvements.
• Support incident, problem, change, release and knowledge management processes, including controlled configuration changes, maintenance and updates.
• Plan and complete functional, regression and user acceptance testing for releases, patches and infrastructure changes, including test scripts, evidence, defect management and post-release checks.
• Coordinate supplier support tickets, provide clear evidence, monitor service performance and elevate recurring issues or risks as needed.
• Create and maintain support procedures, knowledge articles, user guidance, training materials, service reporting and other documentation to support consistent team delivery.
• Support the development and delivery of user training or knowledge-sharing activities where this helps improve application use, reduce repeat queries and support effective adoption of changes.
• Support projects and the transition of new or changed services into business-as-usual operation, ensuring support, monitoring, documentation, access, resilience and supplier arrangements are ready.
• Participate in extended-hours support during peak periods and occasional out-of-hours work for upgrades, maintenance or priority issues.

Skills and Experience

Essential skills

• Experience supporting business-critical applications or digital services, including incident triage, service requests, escalation and resolution.
• Good understanding of application support and IT service management, including incident, problem, change, release, deployment and knowledge management.
• Ability to diagnose application issues, identify recurring problems and work with technical teams or suppliers to agree fixes or workarounds.
• Experience supporting releases, upgrades or patches, including testing, evidence recording and defect management.
• Experience creating or supporting user guidance, training materials or knowledge-sharing content to help users understand application changes and common support processes.
• Ability to use service data, ticket trends, user feedback and reporting tools to monitor performance, identify risks and support continuous improvement.
• Good data and analysis skills, including intermediate Excel skills and the ability to present information clearly for operational reporting and decision-making.
• Awareness of access management, information security and data protection, including least-privilege access and clear audit evidence.
• Familiarity with ITIL principles or equivalent service management practices

Desirable skills

• Understanding of Dynamics 365, Microsoft Power Platform and Dataverse would be an advantage, particularly where these support configuration, application administration, data management, workflow automation, integration and service support.
• Familiarity with SharePoint, Azure DevOps and SQL.
• Awareness of Application Insights and experience of setting up or using performance monitoring would be an advantage, particularly to support service reliability, issue investigation and continuous improvement.
• Interest in emerging technologies, including automation and AI, and how these may potentially support audit technology services in the future.

Abilities

• Delivers high-quality customer service and a positive user experience.
• Communicates clearly and effectively with users and stakeholders.
• Able to work at pace, prioritise effectively, and manage multiple issues or tasks.
• Works confidently with third-party suppliers, escalating issues appropriately.
• Collaborates effectively with colleagues across different teams and seniority levels.
• Applies logical, solutions-focused thinking to resolve problems.

Out of Hours and Peak Period Working

During the peak financial audit period (May, June and July), the postholder will be required to participate in an extended hours support rota. Shifts may fall between 8:00am and 7:00pm Monday to Friday, and between 10:00am and 4:00pm on Saturdays and Sundays, allocated fairly across the team via a planned rota.

In addition, the postholder may occasionally be required to work out of hours to support system upgrades, planned maintenance or priority issues where service continuity is essential.

Where you are required to work extended or out of hours shifts, you will receive overtime payments in line with NAO policy.

The closing date for applications is23:59on Monday 28th September

Nationality Requirements:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals from the EU,EEAor Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)

Please note, weare not able tosponsor work visas. Please contact us [e-mail] should you have any questions on your nationality eligibility.

Equal opportunities and diversity

Disability and Reasonable Adjustments:Applicants with a disability who wish their application to be considered under the Disability Confident scheme should confirm this whensubmittingtheir application. Under this scheme we guarantee an interview to an applicant with a disability who meets theminimumrequirements for the role. You should also let our HR team know if you wish us to consider any Reasonable Adjustments at any stage of the process (HR Service Desk ([e-mail] ).

We are committed to fair and open recruitment. All applications will be assessed on merit against the requirements of the role. We do not discriminateon the basis ofany protected characteristic as defined by the Equality Act 2010.