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Senior Digital Analyst – ICT

London Borough of Hackney

Greater London

Hybrid

GBP 56,000 - 58,000

Full time

5 days ago

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Job summary

Join a leading council as a Senior Digital Analyst, focusing on enhancing user experience and supporting the implementation of a new housing management system. You will work in a multidisciplinary team to ensure services are resident-centric, leveraging your expertise in system delivery and stakeholder management. This role offers a chance to make a positive impact on the community while enjoying a flexible work environment and comprehensive benefits.

Benefits

Generous holiday allowance

Membership of Local Government Pension Scheme

Wide range of learning and development opportunities

Comprehensive staff benefits

Qualifications

Experience in delivery, implementation, and support of large business applications.
Fluent communication of complex information to various audiences.
Monitoring service delivery against SLAs and initiating improvements.

Responsibilities

Ensure high-quality user experience and support for digital tools.
Contribute to design and build workshops for the NEC Housing application.
Provide user support, including potential out-of-hours support.

Skills

Communication

Problem-solving

Customer service

Stakeholder relationship management

Knowledge sharing

Education

Experience in local government or social housing sector

Tools

Oracle RDMS

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£56,733 to £57,726 plus market supplement of £3,494

Hackney’s Housing Service is entering a period of exciting change, beginning the implementation of the NEC Housing Management system as the next phase of modernising our services and ensuring they are truly resident-centric. To do this, we are building a multidisciplinary team across our Housing and ICT teams blending expertise in social housing, service design, data and technology.

What We Do

Our vision is to provide user-centred digital products that enable residents to quickly and efficiently access the services they need and inspire confidence in the council. We design, test, implement and iterate products relied upon by thousands of internal users, as well as for nearly 280,000 residents. We also manage over 50 contracts for digital and technology services with third party suppliers.

About The Role

As a Senior Digital Analyst, you will be responsible for ensuring a high-quality user experience, providing user-centered support to maximise the value of digital tools and upholding council values regarding security, finance, inclusion, and sustainability.

You will be a member of a product team responsible for building and configuring the NEC Housing application, with the first phase due for delivery at the start of 2026. You will contribute to design and build workshops, work on the build and configuration of the application and work with Housing colleagues on user acceptance testing. At the start of 2026, you will ensure a smooth transition into operational support.

You will actively contribute to a multidisciplinary team, share expertise and support learning and development, as well as participating in council-wide initiatives to meet the Mayor’s priorities and resident needs. Additionally, you will provide user support, including potential out-of-hours support on a rota basis.

To Do This Role, You Will Have Experience In

– Delivery of new systems: contributing to design, implementation and improvement of a large line of business applications

– Technical expertise: maximising application capabilities, evaluating new technologies and contributing to requirements definition. The NEC Housing application uses an Oracle RDMS and knowledge of this platform would be of benefit

– Service level management: monitoring service delivery against SLAs, analysing performance and initiating improvements

– Stakeholder & supplier relationship management: managing resolutions, implementing engagement plans and enhancing user relationships

– Training: preparing and delivering learning activities, using various techniques and tailoring approaches to learners

– Customer service / IT support: monitoring service delivery channels, assisting with service standards and resolving issues

– Communication: fluently communicating complex information to technical and non-technical audiences

– Risk awareness: demonstrating awareness of risk and taking an analytical approach to work

– Knowledge sharing: sharing knowledge and experience with others

– Security, privacy and ethics: understanding and applying security, privacy and ethical considerations.

About You

We don’t expect you to tick every box on our job description. The most important things we are looking for are:

– Experience: delivery, implementation and support of a large line of business applications, ideally in the local government / social housing sector or similar

– Problem-solving: investigating, defining and resolving complex issues

– Communication: communicating fluently, orally and in writing, and presenting complex information to both technical and non-technical audiences

– Stakeholder relationship management: dealing with problems, managing resolutions, implementing engagement plans, collecting and using feedback and helping develop and enhance user and stakeholder relationships

– Collaboration and working in the open: working collaboratively with council service areas and external partners and engaging with and contributing to the work of cross-functional teams

– Adaptability: adapting materials to meet the needs of learners and applying an agile mindset with a flexible approach

– Analytical approach: demonstrating an awareness of risk and taking an analytical approach to work

– Customer service: consistently applying high-quality service standards and levels of customer service

– Teamwork: actively contributing to the work of a multidisciplinary team and promoting the generous sharing of expertise

Our priorities

Over the next year our priority areas of focus are:

– The go live of core NEC Housing modules

– Deliver a high-quality user experience, ensuring fit-for-purpose systems, guidance and high standards of access, availability, usability, and service

– Provide an excellent user-centered service to support users in getting full value from digital tools and equipment, helping them find the simplest and most secure ways to achieve their goals.

What We Love About Working For Hackney

– Doing work that has a positive impact on residents’ lives

– A diverse workforce that reflects our community

– Flexibility of hybrid working and being able to have a good work-life balance

– No one day is ever the same and you’ll get to work across a wide range of services.

In Return You Will Benefit From

– A generous holiday allowance of 28 paid days, rising to 33 days (after 5 years) plus bank holidays

– Membership of the excellent Local Government Pension Scheme

– Standard 36 hour week (7.2 hours per day, Monday to Friday)

– Wide range of learning and development opportunities

– Comprehensive range of staff benefits such as childcare vouchers, new technology schemes, Cyclesheme, interest-free loans on annual travel cards, discounts at leisure centres (Better), restaurants, shops and other local establishments.

Where we work

We offer hybrid working. You will be expected to come into our offices in the Hackney Service Centre to work with your team for a minimum of two days a month, however many of us prefer to come in more frequently. Like many organisations, our hybrid arrangements are evolving and you may be expected to work from the office more frequently in future.

Talk to us or ask any questions

If you’d like an informal chat about the role, you can speak to Chris Lynham, Lead Cloud Engineer. Email: chris.lynham@hackney.gov.ukAs a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

Closing date for applications: 26 May 2025 (22.59)

Interview and assessment date: W/C 16 June 2025

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk

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