Senior Application Engagement Specialist

Onyx-Conseil; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a dedicated team at the UK Parliament as an End User Support Expert for IWMS. You will train users on the Planon platform, ensuring they maximize its value and stay informed about new features. In addition to providing training, you will develop user support materials and collaborate closely with stakeholders to enhance user engagement and training strategies.

Benefits

Up to 35 days annual leave

Generous maternity pay policy

Great pension scheme options

On-site subsidised services (gym, nursery)

Flexible working options

Qualifications

• Proven experience in customer support or user training.
• Strong presentation and communication skills.
• Good knowledge of Facilities / IWMS applications.

Responsibilities

• Provide expert guidance and support for end users of Planon.
• Develop and implement user engagement strategies.
• Create training materials and deliver knowledge sessions.

Skills

Customer Support

Training Delivery

Excellent Communication

User Documentation

Stakeholder Engagement

Education

Experience in Software/Technology Environment

Job description

The Opportunity

This role is positioned within the Integrated Workplace Management Service (IWMS) team within Information Systems and reports to the Solutions Architect. The IWMS Team is responsible for the effective running of, and embedding of best practice for Parliament's IWMS which is a product called Planon.
This role is responsible for providing expert guidance, training and support to the end users of Planon. This role is key in ensuring users understand how to use Planon effectively, stay informed on new features and maximise the value of the platform.
The role will work with super users to ensure that a consistent approach to training is delivered for new starters, as well as building a suite of knowledge articles, standard operating procedures and learning opportunities to support end user development.
Working closely with the Solutions Architect, as application changes and new features are made available, this role will offer direct support to the end users to ensure that the design and processes are embedded, and learning material updated appropriately.

• to develop and implement a comprehensive user engagement and enablement strategy, aligning with organisational goals and system capabilities, including collaboration with key stakeholders to identify user community needs and pain points.
• to act as a main liaison for super users, ensuring they are consistently informed of upcoming changes, system enhancements and new features, as well as being actively engaged in the super user role. This will include creating, co-ordinating and delivering interactive knowledge sessions, webinars and workshops for both new and existing users.
• evaluate user feedback and usage data to make informed decisions on the selection of most impactful training tools, methods, communication platforms, documentation and other digital resources to support end-user learning. Provide 1-2-1 and group support sessions to resolve issues and enhance user understanding.
• to work with the vendor and IWMS colleagues to understand upcoming features, enhancements and system updates to prioritise and prepare communication plans and training initiatives to support end user adoption.
• proactively identify common user challenges, trends in user questions and create targeted materials to address them, ensuring alignment with data governance and compliance standards.
• collaborate with the Solutions Architect to ensure smooth implementation and roll out of new functionality. Collecting user feedback and relaying insights to the team for potential improvements and enhancements.
• assist in testing and quality assurance of new features and enhancements from an end user perspective, providing support to user acceptance testing (UAT), rollout planning and post-implementation support.

What You Need

• proven experience in a customer support, training, or end-user support role in a software or technology environment. This would include being able to create user-friendly documentation, using a range of technologies for a range of audiences and experience of interactive content creation (video editing, e-learning, etc)
• strong presentation and communication skills, with proven ability to establish positive working relationships with a diverse range of stakeholders, effectively communicating between technical and non-technical staff, while upholding the values of equality, diversity and inclusion.
• good working knowledge of the Facilities / Built Environment sector and supporting IWMS/CAFM type applications that have enabled you to understand practical operation requirements and have a good awareness of the types of service delivery involved.
• excellent planning and organisational skills, being able to prioritise workloads to meet deadlines, taking full responsibility for quality and timescales of work and ownership of delivery.
• ability to analyse and assess different working practices and understand end-users needs both up and down stream, in order to guide and direct users towards a more efficient and consistent approach. This could include listening to new ideas, sharing best practices and encouraging users to change their approach to improve overall satisfaction.
• desirable: experience of supporting the implementation of new processes within established environments from a users perspective, with an understanding of agile project management methodology.
• the ability to pass security clearance, backed by the right to work in the UK

About The Team

The goal of the IWMS Team is to continue the ongoing development and maintenance of Planon. To ensure its capability remains current and meets business needs. The team will support multiple areas, including Strategic Estates, Service Delivery & Customer Experience as well as the Parliamentary Maintenance Services Team in their day to day running of operations across the Parliamentary Estate. Key activities supported include Asset Management, Space Management, Moves Management, Planned & Reactive Maintenance, Property & Lease Management, Accident & Incident reporting, as well as Environment & Sustainability Management.

About Us

UK Parliament is steeped in history and tradition. It is an important part of UK life and we need to ensure as many people as possible can engage with its work. This is why we are at the start of a huge transformation programme powered by technology. The Parliamentary Digital Service (PDS) works with the House of Commons and the House of Lords with all their IT and digital needs. We are here to realise the digital ambitions of a modern Parliament and welcome you to join us in building a digital democracy.

Our Package

Please refer to our Candidate Information Pack for a full list of our benefits which include:

• up to 35 days annual leave in addition to bank holidays
• generous maternity pay policy up to 6 months full pay
• great pension scheme options (contributory and non-contributory)
• on-site subsidised gym, nursery, catering, post office, travel office and GP
• flexible options including hybrid working and family friendly policies

How To Apply

Please make sure you're clear on the requirements of the role. These can be found in the Job Description and Candidate Information Pack. You will need to upload a CV and show how you meet criterions 1, 2 and 3. Our application process is anonymous, so please remove any personal information from your CV.

Apply By:

Interviews: 17th / 18th July 2025

Format: Presentation + Panel Interview (Remote)

Our Culture

For our people, we provide an amazing opportunity to bring their talents to an institution that sits right at the heart of society in the UK. We are helping to change UK Parliament and strengthen democracy. What matters here is your potential for growth and your commitment to playing your part in our ongoing success.

We are passionate about providing an environment which promotes inclusion, diversity and equality. Regardless of your age, gender, ethnicity, beliefs or any of the other things that make you, you. We welcome applications from people who feel under-represented in the workforce. This includes those who may feel disadvantaged because of their socioeconomic circumstances.