Senior Analyst

NHS National Services Scotland; United Kingdom; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

An organization in healthcare is seeking a Senior Analyst to provide technical support in delivering Scotland's Digital Health and Care Strategy. The role focuses on administering Jira Service Management and Microsoft 365 while ensuring excellent customer service for internal users. Ideal candidates should have strong problem-solving skills and experience in an IT customer service environment. This position supports flexible working arrangements in a rapidly evolving digital landscape.

Benefits

Flexible working arrangements

Generous NHS pension scheme

Annual Leave - 27 Days plus 8 public holidays

NHS discounts

Qualifications

• Experience of working in a fast-paced IT customer service environment.
• Strong desire to resolve user issues to their satisfaction.
• Proficient in M365 products.

Responsibilities

• Provide excellent customer service and technical support.
• Administer Jira Service Management and SharePoint.
• Liaise with stakeholders on various IT projects.

Skills

Problem-solving skills

Analytical skills

Experience in IT customer service

Excellent communication skills

Attention to detail

Ability to organize workloads

Tools

Jira Service Management

Microsoft 365

Job description

Flexible Location: NES is a remote-friendly employer with staff based throughout Scotland. We support office-based and hybrid working arrangements. We welcome conversations about alternative working patterns—please get in touch during the application process to discuss.

Work Pattern: 1 x Permanent, Full Time, 37 hours per week

1 X Fixed-term or Secondment **until 31 March 2027, 37 hours per week

As from 1/4/26, the Agenda for Change full-time working week will be reducing from 37 to 36 hours per week. Part time hours will be reduced pro-rata. However, there will be a corresponding increase in the hourly rate so that pay will not be affected.

**For NHS applicants, an NHS secondment will be offered in the first instance. For non-NHS applicants, a fixed-term or secondment would be considered.

You must have eligibility and entitlement to work in the UK which is required to be maintained throughout your period of employment.

Who We Are

NHS Education for Scotland (NES) is the national health board with statutory responsibilities to effect sustainable change through workforce development, education and training across the health and social care system in Scotland, while working at UK level with partner organisations.

NES Technology Service (NTS) has created a strategic programme for transformation of digital based services to allow NES to become a leading digital organisation in Scottish Health, digital by default and fully aligned with the Scottish Government’s technology strategies.

The Opportunity

We are looking for a Senior Analyst to help support the delivery of Scotland’s Digital Health and Care Strategy by providing technical support across platforms and applications including Jira Service Management, Microsoft 365 and other native or cloud hosted platforms.

Do you want to play a key role in providing excellent service and technical support in Health and Social Care?

Do you have strong problem solving and analytical skills?

Do you have experience of working on a technical service desk and /or experience of supporting M365 products?

Do you enjoy utilising technology to help others?

Do you enjoy working at pace and being adaptive to an ever-changing environment whilst collaborating with others?

Working within the Application Management Team you will be responsible for providing excellent customer service and technical support to internal NES users. Primary duties will involve Jira Service Management administration and SharePoint administration. You will be required to liaise professionally with both internal and external stakeholders on a wide variety of IT projects. You will play an active role in contributing to staff communications and keeping colleagues informed.

Does this sound like you?

What We Love to See

• Experience of working in a fast-paced IT customer service environment with excellent communication skills
• A good approach to problem solving with a strong desire to resolve any user issues to their satisfaction
• A keen eye for detail
• Experience of working on an IT Service Desk
• Highly effective communicator knowing how to make technical information and language simple for a wide range of internal and external stakeholders (both verbally and in writing).
• Proficient in the use and support of all M365 products
• Demonstrate honesty, integrity, care and compassion when dealing with others, utilising tact and persuasion skills when necessary
• Ability to work on own initiative, to organise and prioritise own workloads, to meet strict deadlines

Benefits Which Matter

As a valued employee of NHS Scotland, you can enjoy an extensive range of benefits including:

• Life-work balance - with opportunities for flexible working and hybrid working
• Generous NHS pension scheme
• Annual incremental salary progression (up to the maximum of the salary band) plus annual NHS salary scale review
• Annual Leave - 27 Days increasing in line with service plus 8 days public holiday
• NHS discounts and more

Diversity and Inclusion

Developing a successful national service for Scotland means considering the diverse needs, perspectives, and backgrounds of everyone in Scotland. We are focused on hiring the very best talent and actively encourage applications from candidates of all backgrounds. Our aim to ensure that everyone is treated fairly, with respect, and has a positive recruitment experienceregardless of the outcome.

We welcome applications from all under-represented groups, including racially minoritised people and disabled people. It is not essential to be in a Senior Analyst role right now—you may be returning from a career break (e.g., maternity, paternity, caring) or coming from another field. Your experiences can bring a fresh perspective to our work.

If you are considering applying and would like to discuss the opportunity, any adjustments or alternative work patterns, please contact Gary Gentleman, Specialist Analyst: [e-mail]

Next Steps

All applicants who are shortlisted for interview will be contacted by e‑mail.

Online interviews and a short presentation will take place on Monday 23 and Tuesday 24 February 2026. The background information for the exercise/presentation topic will be sent to candidates selected for interview.

For further information please refer to the Job Information Pack below.

Unless otherwise stated the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.

1. Please be advised that if you are successful in being offered the role following the recruitment process, you will be expected attend the office prior to your start date to complete face‑to‑face pre‑employment checks. If you require any adjustments to support this, please let us know.
2. To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre‑employment checks for a preferred candidate, NHS Scotland Boards willcheck your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre‑settled status. To find out more about these routes of permission, please refer to the GOV.UK website here.

For specific types of post, if you do not have the necessary eligibility to work in the UK, it might be possible (though not guaranteed) to secure sponsorship via a UK Skilled Worker/Health & Care Worker Visa. However, this is only possible if the employer is a licenced Sponsor, and if the post does not fall below the current minimum salary threshold or ‘going rate’. Further information on these criteria can be found here.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored BEFORE submitting your application form.

If you have any queries regarding the NHS Scotland National Recruitment Portal or the recruitment process, please don't hesitate to contact our recruitment partners, the East Region Recruitment Service, at: [e-mail]