Product Assurance OfficerLocation: Home based

Salary: £35,000-£37,000 per annum, dependent on experience

Schedule: 37.5 hours per week

Ready to impact a better future?

As a Product Assurance Officer in our Justice and Immigration (AASC) team, you\'ll play an essential role in supporting operational development requests, strengthening learning and development activities, and coordinating BAT (Business Acceptance Testing) and UAT (User Acceptance Testing) across the contract. You\'ll help ensure clear, consistent communication on all aspects of AORA, while proactively monitoring incidents, identifying trends and highlighting risks that influence contract performance and continuous improvement.

This is a role with real purpose. Your work will support colleagues across operations and technology, enabling better decision making, smoother deployments and a stronger understanding of system behaviour across the J&I contract. You\'ll help create impactful solutions that support communities and positively shape the future of our service.

What you\'ll do as a Product Assurance OfficerYou\'ll be entrusted to:

Ensure quality assurance of ServiceNow tickets, following up with stakeholders to gather missing information where necessary.

Conduct daily reviews of AASC incidents in ServiceNow and communicate the status of open and closed incidents to the wider J&I contract through AORA Help.

Oversee the maintenance and suitability of ServiceNow forms, ensuring alignment with evolving operational needs.

Escalate P1/P2 incidents appropriately and support communication of critical updates.

Maintain accurate, auditable BAT records, validating tester evidence and ensuring documentation is stored securely.

Provide consistent communication and support to volunteer testers through email and Teams channels.

Monitor BAT/UAT Kanban boards to keep testing progress highly visible and accurate.

Identify and recruit appropriate testers to ensure robust test coverage.

Monitor development trackers, ensuring submissions are complete and trends are reported in weekly operational development meetings.

Maintain clear, standardised communication with stakeholders regarding deployment timelines and request processes.

Track stakeholder feedback and elevate engagement risks when required.

Support proactive communication with subject matter experts before and after system deployments.

Coordinate LMS training readiness and support the development and distribution of system training content.

Participate in Sprint stand ups and planning sessions to support the formulation of training materials.

Provide consistent communication across the contract regarding sprint progress, technology updates and defects.

Does this sound like you?You\'ll be a great fit for this role if you have:

Strong quality control skills with the ability to verify evidence, maintain consistency and ensure audit readiness.

Ability to spot risks, trends and anomalies and escalation appropriately.

Experience engaging stakeholders to gather missing information and maintain high contribution standards.

Understanding of Agile principles, the Software Development Lifecycle and technical literacy in digital systems (desirable).

Proficiency in data analysis tools such as Excel or Power BI.

Yellow Belt accreditation (preferred)

Vetting and checksA Standard DBS check will be carried out for this position. This includes spent and unspent convictions, cautions, reprimands, and warnings as permitted under the Rehabilitation of Offenders Act.

An Occupational Health Questionnaire will also be completed so we can ensure you have the necessary support to perform your duties.

This role requires BPSS clearance, which involves identity verification, employment history, and criminal record checks to meet government security standards.

Depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC). Please note that UK residency requirements may apply for certain levels of clearance.

Discover all you need to keep growingWe\'re one of the top 1% of international employers, so you can have confidence you\'ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we\'re proud to offer clear development opportunities - and the support and tools to help you seize them.

What we offer

Holidays: 25 days plus bank holidays (and the option to buy up to five additional leave days each year)

Pension: Up to 6% contributory pension scheme

Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities and a strong focus on internal progression

Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco managed leisure centres, and 24/7 access to a virtual GP service

Discounts: Savings across around 1,000 retailers, from food and clothing to entertainment and travel

Charity: Paid volunteering day, tax free charitable giving via Payroll Giving, and the option to donate pennies to the Serco People Fund Charity

Employee networks: Our networks support belonging and community, representing LGBTQIA+ colleagues, women, parents and carers, colleagues with disabilities, veterans and culturally diverse groups

Let\'s impact a better future, together. Apply today.

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