Scottish Government
Operational Support Technician
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Job Description
The Scottish Public Pensions Agency (SPPA) administers pensions for Scottish Teachers, Police, Firefighters' and National Health Service employees on behalf of the Scottish Government. We're responsible for protecting the financial futures of over half a million people, that’s around 1 in 10 people in Scotland. If you’re looking for meaningful work, a supportive environment and a career with purpose, you’ll find it at the SPPA. Our office is based in Tweedbank in the Scottish Borders, the train station is a short two minute walk away and offers regular services to and from Edinburgh Waverley, making it a convenient and well connected location for commuters. The surrounding area offers access to green space, walking routes and a strong sense of local community, supporting wellbeing both in and outside of work. Our modern office building is designed to support flexible and collaborative working, with spaces for teamwork, quiet focus and hybrid working. Colleagues benefit from a comfortable, welcoming environment that reflects our commitment to wellbeing and inclusion.
About the Role
The Operational Support Team are responsible for delivering high-quality system support to our users across all areas of SPPA, covering NHS, Teachers, Police & Fire Schemes.
The Team has recently moved to Operational Service Delivery and will be taking on additional responsibility for other Operational Systems such as Liberty and Engage. We are continuing to develop a close working relationship with our SPPA Continuous Improvement and Business Transformation colleagues, and an important part of our role is to build and maintain relationships with our Pensions Administration provider Heywood in respect of Altair.
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In the Operational Support Technician role, you will act as the first point of contact for the majority of Operational Service Delivery system enquiries. The team works in a fast-paced environment where we manage queries from team colleagues and incidents that need investigation and resolution. You will provide technical support and guidance to users across SPPA. This role ensures that the services are managed efficiently and professionally, with a strong focus on customer service, system reliability, and issue resolution.
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A key aspect of this role involves maintaining a strong, collaborative relationship with our system providers. You will act as a liaison for any reported support cases, helping to ensure timely resolution of issues and continuous service improvement.
Responsibilities
- Helpdesk Incident Management & SLA Ownership - Take full ownership of Helpdesk calls for the Altair pension administration system, ensuring incidents are investigated, resolved, or progressed in line with agreed SLAs while proactively keeping users informed of progress.
- Defect Investigation & Supplier Liaison - Investigate system defects arising from Helpdesk calls and quarterly Altair release testing by analysing evidence, identifying root causes where possible, and raising issues with Heywood for further investigation and resolution.
- Defect & Change Management - Manage defects and service requests through the IT Helpdesk and Heywood’s Sostenuto portal, collaborating with colleagues, stakeholders, and suppliers to ensure timely resolution. Own all Altair change requests, ensuring the Altair Change Management Process is followed from testing through to implementation across all eight Altair services.
- System Upgrade Support - Support the Operational Support Manager with the planning and coordination of quarterly Altair releases, ensuring Operations Support Team testing is completed and any issues are addressed prior to release.
- Continuous Improvement, Training & Service Enhancement - Working closely with the Continuous Improvement Team to promote a culture of best practice by implementing in-house system and process enhancements across Operational teams and the wider agency. Ensure appropriate testing is completed and work collaboratively with the Technical Training Team to support the successful rollout and adoption of new system functionality.
- System Administration & Maintenance - Complete monthly Altair housekeeping and maintenance routines. Maintain and update all Altair documentation, task structures, and workflow processes.
- Project & Implementation Support - Provide systems support to SPPA projects, including the rollout of new software, system upgrades, and enhanced Altair functionality, ensuring successful implementation and transition into operational use.
- Professional Development & Subject Matter Expertise - Take responsibility for personal development by maintaining an active development plan. Build and maintain strong Operational System knowledge, acting as a Subject Matter Expert (SME) to colleagues and stakeholders.
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