Maps Tier 1 Advisor

**Details**:
**Reference number**:

- 338585**Salary**:

- £29,737 - £34,453**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Type of role**:

- Administration / Corporate Support
- Other**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- 10 South Colonnade, Canary Wharf E14 4PUAbout the job

**Job summary**:
The UK Health Security Agency (UKHSA) is responsible for protecting every member of every community from the impact of infectious diseases, chemical, biological, radiological and nuclear incidents and other health threats.

We provide intellectual, scientific and operational leadership at national and local level, as well as on the global stage, to make the nation’s health secure.

UKHSA is an executive agency, sponsored by the Department of Health and Social Care (DHSC).

It is a distinct delivery organisation with operational autonomy to advise and support government, local authorities and the NHS in a professionally independent manner.

The Commercial and Corporate Group’s aim is to provide UKHSA with efficient, effective and economic financial, estates and facilities and business development services to enable UKHSA to achieve its strategic goals, as well as taking the lead on a number of general activities.

The Financial Control (FC) service sits within the wider finance function and is formed of local teams whose roles cover Financial Operations

Management and maintenance of the Agency’s Finance, SCM, HR and Payroll system also sits within the FC service.

**Location**

The UK Health Security Agency (UKHSA) operates a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at Canary Wharf London. For certain roles, some additional flexibility may be possible, which will be agreed upon with the hiring manager based on individual requirements and business needs.
- *Please be aware that this role can only be worked from within the UK and not overseas. Relocation expenses are not available.*_

**Job description**:
The role has responsibility for providing support for the Agency’s Money and People Services (MaPS) system hosted on Oracle Cloud.

This role will be the first point of contact to provide functional support to Finance, HR and end-users across multiple locations resolving queries and if necessary to MaPS Tier 2 Support Team.

This role will also include writing procedures, process mapping and developing new ways of working.

Expected to work across/within different modules by providing Tier 1 support.

Must be able to demonstrate an excellent attitude to customer service and have a good telephone manner with attention to detail.

Your main responsibilities will include:

- Provide a service of excellence to the UKHSA User community, guiding them through navigational steps if necessary and pointing them to self service/training documents where applicable.
- Willingness to learn and expand your own knowledge to improve first contact resolution
- Answering Telephone Queries ensuring all requests are registered in the Maps service Helpdesk with appropriate attention to detail and where possible resolved immediately.
- Managing MaPS Helpdesk requests, assessing, triaging and where possible taking ownership to resolve user queries
- Escalation of Queries to relevant team’s including tier 2support team, providing feedback and to communicate with other departments where necessary
- Active involvement with quarterly patch testing of any changes to ensure the smooth running of the MaPS
- Following Standard Operating (SOPs) and (SLA’s) as appropriate within own work area
- Maintain and Contribute to a Central Knowledge Base by way of creating and maintaining supporting documentation, process maps, SOP’s and other relevant information, always keeping them up to date.
- Assist in developing end-user self-service/training materials to ensure it remains up to date.
- Work closely with HR and ICT Service Desk where necessary to ensure movement of service request tickets is seamless to the end user and resolved within a timely manner
- Assist with other routine support activities as required by the Customer Service Manager

**Professional development**

You should pursue a program of continuous professional development in accordance with any relevant professional registration or statutory requirements, whilst maintaining appropriate awareness of service provider requirements.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tas