Housing Support Business Lead

Interim Housing Applications & Systems Support Analyst (Fixed-Term / Temporary Assignment) Duration Temporary Contract / Fixed-Term Assignment (3–12 months) Reporting To Technology Operations Manager Role Purpose The postholder will be responsible for maintaining the effective operation, support and continuous improvement of the Council's Housing Applications estate, including the NEC Integrated Housing Management System and associated applications. They will ensure service continuity, system stability, data integrity, and delivery of operational priorities while working closely with Housing Services, Digital & Technology teams and third-party vendors. The role will provide hands-on support and act as the  point of contact for business stakeholders, suppliers and technology partners. Key Responsibilities Operational Support Oversee incident, problem, change and release management activities. Ensure support requests, escalations and technical issues are resolved within agreed service levels. Coordinate testing, implementation and deployment activities. Monitor system performance and proactively identify opportunities for improvement.

Data and Governance Ensure data integrity, quality and consistency across Housing systems. Support audit requirements, compliance activities and reporting obligations. Maintain application documentation, procedures and support materials. Ensure compliance with Data Protection legislation, information governance standards and council policies.

Business Change and Improvement Support system improvement programmes and housing service transformation initiatives. Work with stakeholders to identify opportunities to improve processes, reporting and service delivery. Manage user expectations and support business readiness for system changes. Deliver or coordinate training and knowledge transfer activities where required.

Business Continuity Maintain disaster recovery and business continuity arrangements for Housing systems. Ensure resilience, backup and recovery processes are regularly reviewed and tested. Support service restoration activities in the event of major incidents.

Stakeholder Engagement Act as the liaison between Housing Services, DDaT, suppliers and external partners. Provide regular updates, reports and recommendations to senior stakeholders. Support decision-making through the provision of accurate management information and technical advice.

Essential Skills & Experience Strong background in ICT, Digital Services or Technology Operations. Experience supporting NEC Hosuing applications Proven supplier and vendor management experience. Strong understanding of IT Service Management (ITSM) processes including Incident, Problem, Change and Release Management. Experience managing risks, issues and dependencies within operational and project environments. Strong analytical and technical problem-solving skills. Excellent stakeholder management and communication skills. Experience supporting business change, system upgrades and service improvement initiatives. Experience working across technical, operational and business teams. Strong knowledge of data governance, reporting and information management. Experience managing operational services within complex organisations. Understanding of disaster recovery and business continuity principles. Ability to work independently and rapidly establish credibility within an organisation.

Desirable Skills & Experience Experience supporting the NEC Integrated Housing Management System. Experience working within Local Government, Housing, Public Sector or Social Housing environments. Knowledge of Housing Management processes and statutory requirements. ITIL certification. Project Management qualifications (PRINCE2, Agile, MSP or equivalent). Experience of cloud-based application environments and SaaS solutions. Membership of a relevant professional body such as BCS.

Qualifications Essential Degree, NVQ Level 6 or equivalent relevant experience.

Desirable ITIL Foundation or higher. Project or Programme Management qualification. Relevant technical or application certifications.

Key Deliverables During Assignment Maintain stable and effective Housing Application services. Ensure the support successful delivery of planned system upgrades and enhancements. Improve service performance and user satisfaction. Strengthen governance, documentation and support processes. Support ongoing transformation and improvement initiatives within Housing Services. Deliver effective stakeholder, supplier and operational management throughout the contract period.