Digital Service Specialist

• Development of service documentation, guidance and support materials for new and existing functionality.
• Design and implementation of support and governance processes.
• Stakeholder engagement, training and user adoption activities.
• Continuous improvement of the service as the product evolves.

This role requires strong stakeholder engagement, service design/management and continuous improvement skills. The successful candidate will act as the bridge between users and the project team to ensure SEA Change continues to evolve and supports the organisation to improve decision-making, governance and reporting.

Desirable

• Understanding of service management principles and frameworks such as ITIL / ITIL Foundation qualification
• Understand capabilities of Microsoft Power Platform (Power Apps, Power BI) or experience developing with these
• Understanding of portfolio management and / or Management of Portfolio Foundation or equivalent
• Experience working in agile or iterative delivery environments

Job Description

The Digital service specialist will lead on the ongoing service management of SEA Change, a Power Platform that supports the Environment Agency’s P3M (Portfolio, Programme and Project Management) capability. The successful candidate will play a key role in ensuring the tool offers a user-centred live service, establishing effective service management processes, support arrangements and user guidance.

SEA Change provides project and portfolio managers one place to record key information, such as budgets and project status updates. It also provides Power BI dashboards that give a clear view of projects and change activities across the organisation. Having been rolled out as a minimum viable product (MVP) across all directorates, SEA Change is now entering its next phase, with continued development to increase capability.

Working closely with the Product Manager, developers and wider project team, the successful candidate will help design and embed the operational processes required to support the product. They will contribute to:

• Service readiness and transition of new functionality to live operation.
• Development of service documentation, guidance and support materials for new and existing functionality.
• Design and implementation of support and governance processes.
• Stakeholder engagement, training and user adoption activities.
• Continuous improvement of the service as the product evolves.

This role requires strong stakeholder engagement, service design/management and continuous improvement skills. The successful candidate will act as the bridge between users and the project team to ensure SEA Change continues to evolve and supports the organisation to improve decision-making, governance and reporting.

The team

The SEA Change team is highly capable, multidisciplinary project team with a track record of delivering quickly and to a high standard. The team works in a largely agile manner, engaging closely with directorates across the EA to gather feedback, prioritise enhancements and deliver iterative releases. The team sits within the Transformation Management Office of Service Transformation, within the Strategy, Transformation and Assurance Directorate.

Experience/skills Required

Essential

• Ability to create internal workflows, guidance documents and training to support effective management of a digital service
• Experience supporting products or services transitioning into live operation
• Understands user-facing technical issue resolution, change management and knowledge management processes for a digital solution.
• Excellent customer management skills across multiple seniority levels
• Strong communication skills, with the ability to influence and drive improvement across teams
• Experience supporting live products, continuous improvement and service management activities working with a product manager

Desirable

• Understanding of service management principles and frameworks such as ITIL / ITIL Foundation qualification
• Understand capabilities of Microsoft Power Platform (Power Apps, Power BI) or experience developing with these
• Understanding of portfolio management and / or Management of Portfolio Foundation or equivalent
• Experience working in agile or iterative delivery environments

Contact and additional information

You’ll have an inclusive incident management objective in your development plan. We’ll help you find a role to suit your needs. Appropriate training will be given.

You’ll have an EA Office base location, as a national role, the working location is flexible / hybrid.

We use smart tools to stay connected and reduce travel; some travel and overnights may be required.

Please read the Candidate / Additional Information Pack for information. Any queries, contact

Length of contract

Up to 12 months

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

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