- Support colleagues across Children First to use our systems confidently and effectively, helping them record their work clearly and accurately.
- Provide first line support for system queries, troubleshooting issues and working with our IT and system partners to resolve them.
- Maintain and improve guidance, templates and support materials, ensuring they are clear, accessible and up to date.
- Contribute to testing, implementation and continuous improvement of systems, including Microsoft Dynamics 365 and Microsoft 365 tools.
- Use insights from user feedback and data quality checks to help improve how our systems support practice, reporting and learning.
We’d love to hear from you if you have:
- Experience in a systems support, ICT support or application support role.
- Confidence supporting colleagues with varying levels of digital confidence, using clear and patient communication.
- Experience of working with business systems such as case management, CRM or HR systems, ideally including Microsoft Dynamics 365.
- Strong organisational skills and attention to detail.
- An understanding of data quality, information governance and the importance of accurate recording.
- A proactive, collaborative approach and commitment to our values.
What we offer:
- A workplace with values of with love, with purpose and with strength
- 40 days annual leave, inclusive of bank holidays
- Pension scheme and wellbeing support
- Flexible and hybrid working arrangements
- Access to Westfield Health, giving colleagues and their families confidential counselling support, wellbeing resources, and access to health and lifestyle benefits to support physical and mental wellbeing.
- Blue Light card discount
- A Fair Work accredited workplace
Our Values
Living our values, you will help create a workplace where our people can thrive, ensuring we deliver the best possible support to children and families.
With love, we put children first.
With purpose, we transform lives together.
With strength, we do whatever it takes to protect Scotland’s children.
How to Apply
If you share our values and are passionate about supporting our people, we would love to hear from you.
Closing date: Friday 15th May 2026 at 12 noon
Interviews: Week commencing Monday 25th May 2026
Please Note:
- Applicants must have the right to work in the UK
- We are not accepting applications from recruitment agencies
FULL JOB DESCRIPTION BELOW:
Post: Systems Support Officer
(Permanent, Full time)
Location: Hybrid, Edinburgh or Glasgow, occasional travel through-out Scotland
Division: Finance and Corporate Services
Reports To: Systems Lead
Salary: Starting at £30,602 with progression to £35,778 per annum
Children First - Vision and Values
Children First is Scotland’s national children’s charity. We stand up for every child because all children should have a safe childhood. We protect children from harm and support them to recover from trauma and abuse through our national and local services. We help children, their families and the people that care for them by offering emotional, practical, and financial support. We give children hope and a safer, brighter future.
Our core values guide how each one of us works in our individual day to day job:
• With love, we put children first.
• With purpose, we transform children’s lives together.
• With strength, we do whatever it takes to protect Scotland’s children.
General Role
To support and train colleagues across Children First in using IT and digital systems, including child and family recording, collaboration and data tools. The role helps ensure colleagues feel confident, informed and actively involved in shaping how these systems are developed and used. It also contributes to the maintenance and improvement of key IT and digital systems, including child and family recording and management information tools, ensuring these systems are reliable, user-friendly and support high-quality, child-centred practice.
Key Results Areas
Supporting and Training Colleagues
• Support colleagues across Children First to use IT and digital systems confidently, including child and family recording, collaboration and data tools. Encourage active involvement in shaping how these systems are developed and used.
• Design and deliver training both in person and online, using formats such as video conferencing, screen sharing and online learning tools. Adapt sessions to suit different learning styles and help colleagues build confidence in using digital tools.
• Develop and maintain user guidance that is clear, accessible and written in plain English, supporting colleagues to use systems effectively.
• Create and update online learning materials for the Recording Our Work system in Dynamics 365, helping colleagues record practice in ways that reflect our relational and child-centred approach.
Promoting Collaboration and Communication
• Support colleagues to use collaboration tools such as Office 365 confidently in their day-to-day work. Promote shared learning and teamwork to strengthen communication and relational practice across the organisation.
• Keep up to date with new functionality in Microsoft products and share clear, engaging information about IT and digital systems using a variety of formats to suit different needs and preferences.
• Keep up to date with changes to Microsoft Office 365 and other digital tools and communicate relevant updates in a timely and accessible way.
System Development and Improvement
• Contribute to the maintenance and improvement of key IT and digital systems, including child and family recording and management information tools, ensuring they are reliable, user-friendly and support high-quality, child-centred practice.
• Design solutions to support teams across Children First to automate areas of their work to increase efficiency and effectiveness. This will include designing and implementing Microsoft Forms and Power Automate. These may range from simple notifications, such as email alerts when forms are submitted, to complex workflows like multi-stage approval systems.
• Support user acceptance testing and the rollout of new developments, ensuring systems meet user needs and reflect Children First’s values.
• Gather feedback and ideas from colleagues and other stakeholders to ensure system developments and user guidance are relevant, accessible and easy to use.
• Collaborate with internal and external partners to identify good practice and explore opportunities to improve how we record and report our work.
Helpdesk and User Support
• Provide a responsive and high-quality helpdesk support service for Microsoft Dynamics and other IT and digital systems. Ensure that queries are tracked, resolved or escalated appropriately, and that colleagues feel supported in using these systems.
Data Quality and Reporting
• Support colleagues to monitor and improve the quality of data recorded in our Microsoft Dynamics and recording our work systems and other digital platforms. Ensure information is accurate, consistent and meaningful for evidencing our work with children and families.
• Work closely with services to support them to carry out regular data quality reviews, including validation checks and other quality assurance processes.
• Contribute to the development of reports that help colleagues understand data issues and identify opportunities to strengthen recording practice. Support services to prepare for the production of clear, accessible reports for internal and external audiences, including annual statistics reports.
Additional Duties
• Carry out any additional duties required to respond to unforeseen circumstances or changes in work. If duties become regular, they will be reviewed and formally added to the job description in consultation with the post holder.
Key Relationships
• Work closely with colleagues in the IT team to respond to support requests.
• Work closely with the Systems Lead to ensure testing of system developments and bug fixes are completed on time.
• Close collaboration with colleagues at all levels across Children First to support the effective and confident use of Microsoft Dynamics 365 and other digital systems.
Additional Responsibilities
• To be committed and adhere to Children First vision, mission and values.
• To comply with Children First Child Protection and Adult Protection policies and procedures and with National Guidance.
• To comply with Children First code of conduct (All Children First staff) and Codes of Practice for Social Service Workers and Employers (specific to Children and Family Services Divisional staff).
• To actively consider the involvement of children, young people and families with whom we work, in all areas of practice and to implement the Children First Participation Standards.
• To actively consider the involvement of volunteers in all areas of our work and to implement the Children First Volunteer Development Policy.
• To observe all health and safety requirements.
• To work within and promote policies in relation to Equal Opportunities and anti-discriminatory practices.