Audit Tech: Application Support Analyst (Hybrid)

UK National Audit Office; Greater London; Hybrid; GBP 50,000 - 58,000; Full time

Job summary

The National Audit Office in London leads on audit technology and automation to enhance audit quality and value for money. This role focuses on maintaining reliable, secure, and effective audit applications used by hundreds of users, with responsibility for incidents, access reviews, and continuous service improvement.

You will collaborate with NAO colleagues and suppliers to resolve issues, support releases, document procedures, and drive enhancements from metrics and user feedback.

Qualifications

• 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
• 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.

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

Incident triage

Service management

Issue diagnosis

Release testing

User guidance/content creation

Data analysis

Excel skills

Access management

ITIL familiarity

Communication

Collaboration

Tools

Dynamics 365

Power Platform

Dataverse

SharePoint

Azure DevOps

SQL

IT security

Performance monitoring

Job description

The National Audit Office in London leads on audit technology and automation to enhance audit quality and value for money. This role focuses on maintaining reliable, secure, and effective audit applications used by hundreds of users, with responsibility for incidents, access reviews, and continuous service improvement.

You will collaborate with NAO colleagues and suppliers to resolve issues, support releases, document procedures, and drive enhancements from metrics and user feedback.