Vacancy for Senior Support Analyst at The National Archives (UK)

Digital Preservation Coalition; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

The National Archives is seeking a Senior Support Analyst to manage user queries and enhance the Lawmaker service, a vital tool for UK legislation. This role offers an opportunity to improve documentation, support users, and drive continuous enhancement within a collaborative team.

Responsibilities

• Support users by responding to diverse queries related to the Lawmaker service.
• Manage incidents and provide constructive guidance based on in-depth knowledge.
• Contribute to internal and user documentation for better service delivery.

Job description

• Vacancy for Senior Support Analyst at The National Archives (UK)

Vacancy for Senior Support Analyst at The National Archives (UK)

21 July 2024

London, England

Full-Time

We are looking for a Senior Support Analyst for Lawmaker, an innovative shared service for drafting, amending and managing legislation in the UK and devolved nations. Since 2022, The National Archives has provided Lawmaker as a service to over 1,000 users including Clerks and other parliamentary staff from the House of Commons, the House of Lords, and the Scottish Parliament; Parliamentary counsel and their support staff in the Office of the Parliamentary Counsel and the Scottish Government’s Parliamentary Counsel Office; secondary legislation drafters across government; and data re-users (e.g. the legislation.gov.uk publishing system).

As a Senior Support Analyst, you will take the lead in supporting users by responding to, and managing, the diverse range of queries they raise. You will build up an in-depth knowledge of the Lawmaker service and the underlying business processes, which you’ll use to find solutions and provide constructive guidance to users. You will call on expertise and support from the rest of the Lawmaker service team and from a service desk maintained by our external supplier (who will take responsibility for managing incidents and providing technical application support) to provide a consistent, high-quality service. You will contribute to, and improve, internal and user documentation to ensure the quality of future support and to help deliver an efficient service.

This is a fantastic opportunity for a hand-on role in a service that sits at the heart of government and the democratic process. You will be joining a small, friendly and supportive team, working together to drive continuous improvement of Lawmaker. You’ll get the chance to be involved in most aspects of supporting, developing and expanding a critical digital service, with plenty of opportunities to expand your skills and experience and to develop your future career aspirations.