Digital Analyst – ICT

£45,399 to £46,437 plus market supplement of £5,770

Hackney’s Housing Service is entering a period of exciting change, beginning implementation of the NEC Housing Management system as the next phase of modernising services and ensuring they are truly resident-centric. To do this, we are building a multidisciplinary team across our Housing and ICT teams blending expertise in social housing, service design, data and technology.

What we do

Our vision is to provide user-centred digital products that enable residents to quickly and efficiently access the services they need and inspire confidence in the council. We design, test, implement and iterate products relied upon by thousands of internal users, as well as for nearly 280,000 residents. We also manage over 50 contracts for digital and technology services with third party suppliers.

About the role

As a Digital Analyst, you will be responsible for providing user-centered support to maximise the value of digital tools and upholding council values regarding security, finance, inclusion, and sustainability.

You will be a member of the product team responsible for building and configuring the NEC Housing application, with the first phase due for delivery early 2026. You will contribute to design and build workshops, work on the build and configuration of the application and work with Housing colleagues on user acceptance testing. At the start of 2026, you will ensure a smooth transition into operational support.

You will actively contribute to a multidisciplinary team, share expertise and support learning and development. Additionally, you will provide user support, including potential out-of-hours support on a rota basis.

To do this role, you will have experience in:

– Delivery of a new system: contributing to design, implementation and improvement of service catalogues and new systems

– Technical expertise: maximising application capabilities, evaluating new technologies and contributing to requirements definition. The NEC Housing application uses an Oracle RDMS and knowledge of this platform would be of benefit

– Service level management: monitoring service delivery against SLAs, analysing performance and initiating improvements

– Stakeholder relationship management: managing resolutions, implementing engagement plans and enhancing user relationships

– Customer service / IT support: monitoring service delivery channels, assisting with service standards and resolving issues

– Communication: fluently communicating complex information to technical and non-technical audiences

– Risk awareness: demonstrating awareness of risk and taking an analytical approach to work

– Knowledge sharing: sharing knowledge and experience with others

– Security, privacy and ethics: understanding and applying security, privacy and ethical considerations.

About you

We don’t expect you to tick every box on our job description. The most important things are:

– Experience: delivery, implementation and support of a large line of business applications, ideally local government / social housing sector or similar

– Problem-solving: investigating, defining and resolving complex issues

– Communication: communicating fluently, orally and in writing, and presenting complex information to both technical and non-technical audiences

– Stakeholder relationship management: dealing with problems, managing resolutions, implementing engagement plans, collecting and using feedback to develop and enhance user and stakeholder relationships

– Influence: influencing users, suppliers and partners and making decisions that influence the success of projects and team objectives

– Collaboration and working in the open: working collaboratively with service areas and external partners and contributing to the work of cross-functional teams

– Analytical approach: demonstrating an awareness of risk and taking an analytical approach to work

– Customer service: consistently applying high-quality service standards.
Our priorities

– Over the next year our priority areas of focus are:

– Go live of core NEC Housing modules

– Delivering a high-quality user experience, ensuring fit-for-purpose systems, guidance and high standards of access, availability, usability and service

– Supporting users in getting full value from digital tools and equipment, helping them find the simplest and most secure ways to achieve their goals.

What we love about working for Hackney

– Doing work that has a positive impact on residents’ lives

– A diverse workforce that reflects our community

– Flexibility of hybrid working and being able to have a good work-life balance

– No one day is ever the same and you’ll get to work across a wide range of services.

In return you will benefit from:

– A generous holiday allowance of 28 paid days, rising to 33 days (after 5 years) plus bank holidays

– Membership of the excellent Local Government Pension Scheme

Standard 36 hour week (7.2 hours per day, Monday to Friday)

– Wide range of learning and development opportunities

– Comprehensive range of staff benefits such as childcare vouchers, new technology schemes, Cyclesheme, interest-free loans on annual travel cards, discounts at leisure centres (Better), restaurants, shops and other local establishments.

Where we work

We offer hybrid working. You will be expected to come into our offices in the Hackney Service Centre to work with your team for a minimum of two days a month, however many of us prefer to come in more frequently. Like many organisations, our hybrid arrangements are evolving and you may be expected to work from the office more frequently in future.

Talk to us or ask any questionsIf you’d like an informal chat about the role, you can speak to Senior Delivery Manager, Bridie Firth. Email: bridie.firth@hackney.gov.uk

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

Closing date for applications: 26 May 2025 (22.59)

Interview and assessment date: W/C 16 June 2025

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk