Product Support Specialist

Job Description

Ready to move beyond traditional support and help shape how a critical digital product evolves? As a Product Support Specialist, you'll use problem-solving, service improvement and product operations skills to create lasting change. At EDF, Success is Personal, giving you the opportunity to grow your impact while helping improve the experience of more than 50,000 users.

The Opportunity

As a Product Support Specialist, you'll join a growing team at an exciting stage of its journey. These newly created roles offer the opportunity to challenge existing ways of working, identify improvement opportunities and help shape the future of a critical enterprise learning platform supporting colleagues, partners and major energy projects across the UK.

Alongside a starting salary of between £32,000 to £55,000 per annum, this flexible role can be based in either our #London or #Gloucester office. We work collaboratively and expect regular office attendance based on project needs, which may range from one day per week to up to three days per week during key project phases. Collaboration is central to how the team works and succeeds.

You'll help improve the support, performance and user experience of a platform that operates in a highly regulated environment. Working closely with stakeholders, suppliers and product colleagues, you'll gain exposure to product management, service improvement, process analysis, automation and digital transformation while contributing to EDF's journey towards An Electric Britain.

Across smart meters, heating and electric vehicles, EDF’s Customers business is helping to shape a smarter, energy-saving future. We’re proud to be a Sunday Times Best Places to Work Top 10 Very Big Organisation for two years running and a Highly Commended workplace for disabled employees.

Who You Are

We're looking for a Product Support Specialist who enjoys investigating problems, identifying patterns, challenging existing ways of working and improving how services are delivered. You'll bring a mix of relevant experience, skills and knowledge, including:

• Strong analytical and problem-solving skills, including experience identifying trends, recurring issues and root causes.
• Experience of process management, process analysis and/or continuous improvement methodologies.
• Experience working within a regulated or highly governed environment, such as energy, utilities, nuclear, financial services or healthcare.
• The confidence to work with internal stakeholders, suppliers and support teams to drive issues through to resolution.
• A proactive approach to questioning existing processes and identifying opportunities to improve user experience, service quality and operational performance.
• Understanding of compliance requirements and the importance of structured governance and controls.
• The ability to work effectively within changing priorities and agile environments.
• Experience supporting, administering or working closely with enterprise learning platforms, digital products, enterprise applications or SaaS platforms.

Experience in one or more of the following areas would be advantageous:

• Enterprise application, SaaS platform or Learning Management System (LMS) support and administration.
• Process analysis, process mapping and continuous improvement methodologies.
• IT Service Management (ITSM), including incident, problem and change management.
• Automation tools, workflow optimisation or low-code/no-code platforms.
• Data analysis, reporting and visualisation to identify trends and improvement opportunities.
• Product operations, product support or service management environments.
• User and customer experience (UX/CX) improvement initiatives.
• Digital products, web technologies or product development lifecycles.
• Artificial Intelligence (AI), AI-assisted ways of working or emerging automation technologies.
• SAP SuccessFactors and/or PeopleFluent Learning.

We're looking to fill two positions and recognise that strong candidates may bring different combinations of skills and experience. If you don't meet every requirement listed above but believe you could be successful in the role, we'd still encourage you to apply.

What You’ll Be Doing

• Managing and prioritising incidents, requests and service issues across a critical enterprise platform
• Investigating problems and identifying root causes of recurring issues
• Analysing trends and support data to uncover improvement opportunities
• Working with suppliers and technology partners to resolve issues effectively
• Challenging existing processes and identifying ways to improve service delivery
• Supporting automation and process improvement initiatives
• Collaborating with stakeholders across the business to understand user needs
• Driving accountability and transparency with third-party providers
• Contributing to product and service improvement activities
• Supporting governance, compliance and operational processes

Pay, Benefits and Culture

Alongside a starting salary of between £32,000 to £55,000 per annum, and a market-leading pension scheme, your package will include customisable benefits such as electric vehicle leasing, discounted gym membership, life assurance, tech vouchers, experience days, and more.

At EDF, we believe there are multiple definitions of what it means to succeed. That’s why we offer you the freedom to develop a career that’s unique to you. Here, Success is Personal – it’s your journey, powered by us.

Everyone is welcome at EDF; we’re committed to building a workforce that reflects gender balance, social mobility, and inclusion of minority ethnic backgrounds, LGBTQ+ communities, and those with disabilities.

As a Disability Confident employer, we're committed to creating an accessible recruitment process and encourage candidates to tell us about any support they may need. Should you disclose a disability and meet the minimum criteria for the role, you’ll be progressed to the first stage of the selection process. Some of our roles at EDF attract large volumes of applications. When this happens, we’ll apply the Disability Confident scheme’s guidance on taking practical and appropriate steps to select disabled candidates who best meet the minimum criteria for the job.

How to Apply

We've kept the application process straightforward. To apply, you'll just need to provide some basic details and upload your CV. A cover letter isn't required, although if you progress through the initial stage of our recruitment process, you'll have opportunities to tell us more about your experience and what interests you about the role.

Closing date for applications: Thursday 19th November.   

We're keen to hear from talented candidates and may close this advert early if we receive a high level of interest. To avoid disappointment, please submit your application at the earliest opportunity.

Assessment and interview activities are expected to take place on 25 and 26 November 2026.

#SuccessIsPersonal #EDFcareers #LI-Hybrid

Qualifications

Additional Information

Success is Personal. It's your journey, powered by us. Join us and drive the transition towards An Electric Britain.

Spinal Point Min and Max/Pay Range: £37