IT Service Analyst – Birmingham

Job Description

IT Service Analyst – Birmingham About the job nJob summary nnDiscover a career in your hands at HMRC. Whether you‘re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it‘s really like to work at HMRC.nnVisit our YouTube channel to watch the full series and come and discover your potential.nnThe Business Developed Applications (BDApp) team is part of the Chief Digital Product Office (CDIO). We use modern technology and processes to provide software products, predominantly for the Customer Service Group (CSG), with opportunities to support services across HMRC and internationally.nnWe develop new software and maintain around 140 existing and legacy products across HMRC. We also review our software to make sure it meets legislation, HMRC regulations and governance standards, while helping to reduce technical debt and complexity in the CSG BDApp environment.nnThe IT Service Analyst will support the governance of our BDApp portfolio and help ensure our products meet HMRC governance requirements, GOV.UK responsibilities and internal incident management service level commitments.nnYou will need a good understanding of Microsoft 365 and its capabilities, together with a willingness to learn and help improve the team‘s approach to governance.nJob description nnAs an IT Service Analyst, you will be part of a small multi-location team responsible for supporting the Business Developed Applications Service in CDIO. The team manages incident management activity and governance across the BDApp portfolio.nnYou will work in a busy and changing environment, so you will need to be customer focused and committed to quality and continual service improvement. You will have the opportunity to develop new skills while supporting users, developers and internal CDIO colleagues to make sure our products support HMRC objectives.nnYou will work with colleagues in the CDIO CSG BDApp team and the HMRC BDApp Central Governance team to maintain accurate documentation, meet appropriate standards and provide useful management information. You will also manage service incidents using HMRC‘s incident management process and help the team meet relevant Service Level Agreements (SLAs).nPerson specification nWe are looking for someone who has: nnStrong problem-solving skills, with the ability to diagnose issues, assess options, resolve problems and escalate when needed.nYou will be able to: nn

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• Use incident management processes to support the timely resolution of service issues

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• Carry out root cause analysis and help prevent repeat problems

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• Create and maintain checklists, guidance and knowledge materials

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• Use Microsoft 365 tools, such as SharePoint, Teams, Lists, Excel, Forms, Planner, Power Automate or Power BI, to manage information, support reporting and improve team processes

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• Work independently, share information and support colleagues with service requests

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• Identify opportunities to improve processes, documentation and ways of working

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• Engage with users, developers and stakeholders to understand needs and support effective service outcomes

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• Produce clear management information and reports within agreed timescales

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• Support governance and compliance activity by helping ensure products, processes and documentation meet organisational standards

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• Show an awareness of technical concepts, support models and terminology used within an IT service environment.

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nEssential Criteria: nn

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• Experience of working within an IT or customer service environment, with an understanding of service management principles such as service requests, Service Level Agreements (SLAs), escalation routes and support processes.

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• Experience of working within established governance frameworks, adhering to organisational policies, procedures, and best practice, whilst maintaining accurate and up-to-date documentation.

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• Proven ability to build and maintain effective working relationships with customers, users and stakeholders, providing high-quality support and collaborating with colleagues to achieve shared objectives.

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• Experience of gathering, analysing, and presenting information, producing accurate and timely reports to support operational performance and informed decision-making.

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• Experience of identifying opportunities to improve processes, systems, or ways of working, contributing to service enhancements and continuous improvement initiatives.

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nFurther Location Information nnPlease ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)‘ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.nOffice closures nnFor more information on where you might be working, review this information on our locations.nnIf your location preference is for the following site, it‘s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.nnThis site is:nn

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• Telford Plaza, Telford – moving to Parkside Court, Telford

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nnYou will be given more information about what this means at the job offer stage.nLeeds Locations nnMoves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC‘s Moves Adjustment Payment guidance.nBehaviours nnWe‘ll assess you against these behaviours during the selection process:nn

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• Managing a Quality Service

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• Changing and Improving

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• Working Together

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nBenefits nnAlongside your salary of 31,096, HM Revenue and Customs contributes 9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).nnHMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.nnWe offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.nn

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• Pension – We make contributions to our colleagues‘ Alpha pension equal to at least 28.97% of their salary.

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• Family friendly policies.

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• Personal support.

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• Coaching and development.

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nnTo find out more about HMRC benefits and find out what it‘s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil ServicenThings you need to know nArtificial intelligence nnArtificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.nSelection process details nnThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.nHow to Apply nnAs part of the application process, you will be asked to provide the following:nn

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• A name-blind CV, to include your job history and experience, covering up to your last 5 jobs/roles. Please do not exceed 100-words per role in the job history section of the CV.

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• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert. You must make sure that you include examples to demonstrate how you meet the criteria being asked for when you write your Personal Statement. If you do not include examples then we will be unable to assess your experience accurately.

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nnFurther details around what this will entail are listed on the application form.nSift nnIn the event of a large number of applications being received, an initial sift may be held on your CV nnAt full sift your CV and your Personal Statement, will be assessed, with the successful candidates being invited to interview.nnWe may also raise the score required at any stage of the process if we receive a high number of applications.nInterview nnDuring the panel interview, you will be asked behaviour-based questions, to explore what you are capable of, and you will also be asked strength-based questions to explore your motivations relevant to the job role.n( This is an example of a strengths-based question) :nn‘It is often said that the customer‘s needs should come first. To what extent do you agree or disagree with this statement?‘nnThere is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.nnInterviews will take place via video link. Sift and interview dates to be confirmed. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.nEligibility nnPlease take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – (insert vacancy ref) & vacancy closing date (insert date)‘. nnTo check that you are eligible to apply for this role, please review the eligibility information before submitting your application.nThe HMRC app can help you with your application nnThe HMRC app can provide you with your past 5 years‘ employment history, making the process of filling in your application quicker and easier. If successful in your application, you will need your National Insurance number for the onboarding process. Download the HMRC app now and save your National Insurance number to your digital phone wallet.nHow to download the HMRC app and sign up for an account nnDownload the free HMRC app from the App Store or Google Play store. If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID. You‘ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition. You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.nReserve List nnA reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we‘ll let you know via your Civil Service Jobs account.nMerit List nnAfter interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.nCriminal Record Check nnApplications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.nHybrid working at HMRC nnHMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time). nReasonable Adjustments nnWe want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.nnIf you need a change to be made so that you can make your application, you should: nn

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• Contact the UBS Recruitment team via as soon as possible before the closing date to discuss your needs.

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nnComplete the ‘Assistance required‘ section in the ‘Additional requirements‘ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you‘re deaf, a Language Service Professional.nImportant information for existing HMRC contractual homeworkers nnThis role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences‘ section that you can travel to.nTerms and Conditions nnCustomer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required.

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