Product Support Analyst

This role sits within the social care and education Product Team specialising in social care finance, where you'll play a key part in supporting and optimising ECC's core applications. As Senior Product Support Analyst, you'll ensure essential corporate and departmental applications run smoothly, securely and efficiently, helping maintain business continuity and minimising disruption. You'll work closely with users, suppliers and internal teams to manage incidents, upgrades and improvements, ensuring ECC gets the most from its digital products and platforms. Experience the best of both worlds with our flexible hybrid working arrangements. You'll enjoy the freedom to work from home while still benefiting from in-person collaboration at our Chelmsford office, typically around 2-3 days per month depending on business need. To read more about our business area, please visit, * Lead the resolution of incidents and service requests for key business applications, ensuring minimal disruption and high service availability.

• Plan and review application support services to meet business needs and drive continuous improvement.
• Manage supplier relationships and contracts to ensure service levels are met and upgrades are supported effectively.
• Schedule and oversee the work of product support staff, ensuring adherence to standards, documentation, and configuration procedures.
• Monitor and manage support requests, keeping users informed and ensuring timely resolution.
• Lead the implementation of software upgrades and releases, including contingency planning and supplier coordination.
• Ensure application projects and upgrades integrate effectively with existing systems and infrastructure.
• Configure and optimise application software to maximise functionality and performance.
• Work with business users to identify opportunities for improvement and efficiency through better use of applications.
• Investigate software failures, analyse logs, and liaise with suppliers to resolve issues and prevent recurrence.
• Provide guidance on application security, licensing, backups, and disaster recovery.
• Develop and enhance SSRS and SQL-based reports across ECC systems, ensuring they are well-designed and reusable.

• Educated to A Level and qualified to Level 5 or 6 in Digital Application Support, or equivalent experience.
• Proven experience in a product support role, ideally within a large local authority or public sector organisation.
• Strong communication skills, with the ability to engage technical and non-technical audiences.
• Excellent customer service and stakeholder engagement skills.
• Good understanding of service standards and agile delivery principles.
• Experience working in effective teams and applying creative thinking to solve complex issues.
• Skilled in investigating root causes, evaluating options, and resolving a broad range of technical challenges.
• Committed to continuous professional development and staying current with technical and business change.

Essex Digital Services is transforming how ECC delivers services, making it easier and safer for colleagues and residents to get things done. We design and deliver modern, user-focused digital solutions that support key areas including social care, education, transport and the environment, creating digitally empowered services that deliver real value to the people who rely on them.