IT Service Management Analyst

Job content

As an IT Service Management Analyst, you will handle operational delivery, working with service stakeholders, internal and external support teams and suppliers. Your priority will be to help their customers receive a great service and experience and ensure they are handled with courtesy and integrity. You will put the customer at the heart of all interactions related to their services.

You will work with key service stakeholders; providing relevant service insights and report service performance against agreed targets, KPIs, SLAs and OLAs and identify service improvements and risks. You can expect to investigate, resolve and anticipate service problems, whilst assisting teams to investigate problems, implement solutions and take preventative measures.

The work will include analysis and assessment of the impact of service changes alongside scheduling and advertising change requests. You will assist reviews of outcomes; identifying lessons learnt and improvements. This role will involve the investigation of problems and opportunities in existing processes and will contribute to recommending solutions to these. You will work with stakeholders to identify objectives and potential benefits available and promotes a range of ITIL processes seeking improvements for customers.

In addition, you will need to demonstrate agile working to encourage a self-managing team to evolve and expand its responsibilities and have the ability to help teams maintain a focus on delivery, whilst being aware of the importance of professional development.

ResponsibilitiesYou will already hold an ITIL Foundation qualification and have a working knowledge and experience of Service Management processes in a medium/large organisation. You will have experience of working in an agile environment and an understanding of IT Infrastructure and applications.

You will also have an awareness of the whole life of service delivery; designs, develops, delivers and operates and can assist with the transition to support for new functionality or services, whilst protecting the integrity of existing services. You have the ability to recognise that a set of IT products and suppliers come together to deliver an IT service.

You have effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers and can work under pressure and deliver against competing demands. You successfully take ownership of activity and see it through to an successful conclusion and have the ability to explore and progress opportunities for service improvement.

For More Information Please See The Attached Job Description.

The Digital, Data and Technology Directorate is the in-house IT division for HMLR. We are currently recruiting several roles to ensure the directorates teams contain the right blend of skills, experience and knowledge to take our major transformation programme forward. These teams are at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services.

Due to Covid-19, the role will initially be home based so an induction and training will be carried out remotely, with full support from the team. You will then be based at one of our 14 offices.

Our Business Strategy for 2017-2022 sets out our aims of:
brilliant at the basics;
a comprehensive Land Register;
world-leading through Digital Street our ground-breaking research and development project exploring how land registration might work in 2030;
opening our data;
expert people; and
financially strong.

For more information about what its like to work here please see the following links:
Building our digital capability through Communities of Practice
Working for HM Land Registry/

Qualifications

ITIL Foundation

Behaviours

We’ll assess you against these behaviours during the selection process:

• Changing and Improving
• Developing Self and Others
• Making Effective Decisions
• Communicating and Influencing
• Working Together

Benefits

HM Land Registry offers very competitive terms, conditions and benefits. We provide excellent opportunities for career progression, training and development. You will have access to Civil Service pension and benefits arrangements and generous leave allowances, as well as flexible working exactly what you would expect from a progressive employer.

HM Land Registry is a great place to work, where difference is celebrated. Were committed to fairness and equality for all, so you feel valued for who you are and what you do. Diversity fuels our innovation. Our shared values help us work together, to benefit the communities we serve.

Our employee diversity networks support our culture of inclusion and contribute to our diversity action plan. Our current focus is to encourage people from under-represented groups into management and leadership roles, especially people with disabilities, women and ethnic minority colleagues.

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

You will be asked to complete a short application form in the first instance and sit the Verbal Reasoning Test. Ideally you should take the test no later than midday 11 July 2021, to allow for the next stage of the application process. If successful, you will be asked to complete the full application form.

Job Description

The statement of suitability section in no more than 1000 words should be used to provide details of how you meet the essential experience criteria listed on the Job Description below

Please complete the online application form to include your qualifications, skills and work history.

Working knowledge and experience of Service Management processes in a medium/large organisation
Experience of working in an agile environment
An understanding of IT Infrastructure and applications
Awareness of the whole life of service delivery - designs, develops, delivers and operates.

In the event of a high volume of applications we will pre-sift on the leading criteria:

Working knowledge and experience of Service Management processes in a medium/large organisation

The sift will take place shortly after the closing date. The final selection stage will consist of a blended interview which will be conducted as a video interview week commencing Monday 19 July 2021.

Please review your application form before clicking submit once you have submitted, you will not be able to amend your application.

Ensure your application form is received by the closing date for receipt of applications this is 11:55pm on the advertised date.

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Any move to HM Land Registry from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

If you would like further information about the use of your personal data, please click on the link below:

Job Applicant Personal Information

Feedback will only be provided if you attend an interview or assessment.

Nationality Requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.