HM Revenue & Customs
IT Service Analyst
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Birmingham, Bristol, Cardiff, East Kilbride, Edinburgh, Glasgow, Leeds, Manchester, Telford
Job Summary
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The 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.
We 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.
The 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.
You 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.
Job Description
As 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.
You 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.
You 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).
Person specification
We Are Looking For Someone Who Has
- Strong problem-solving skills, with the ability to diagnose issues, assess options, resolve problems and escalate when needed.
You Will Be Able To
- Use incident management processes to support the timely resolution of service issues
- Carry out root cause analysis and help prevent repeat problems
- Create and maintain checklists, guidance and knowledge materials
- 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
- Work independently, share information and support colleagues with service requests
- Identify opportunities to improve processes, documentation and ways of working
- Engage with users, developers and stakeholders to understand needs and support effective service outcomes
- Produce clear management information and reports within agreed timescales
- Support governance and compliance activity by helping ensure products, processes and documentation meet organisational standards
- Show an awareness of technical concepts, support models and terminology used within an IT service environment.
Essential Criteria
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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.
- Experience of working within established governance frameworks, adhering to organisational policies, procedures, and best practice, whilst maintaining accurate and up-to-date documentation.
- 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.
- Experience of gathering, analysing, and presenting information, producing accurate and timely reports to support operational performance and informed decision-making.
- Experience of identifying opportunities to improve processes, systems, or ways of working, contributing to service enhancements and continuous improvement initiatives.
Further Location Information
Please 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.
Office closures
For more information on where you might be working, review this information on our locations.
If 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.
This Site Is
Telford Plaza, Telford - moving to Parkside Court, Telford
You will be given more information about what this means at the job offer stage.
Leeds Locations
Moves 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.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Changing and Improving
- Working Together
Alongside 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).
HMRC 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.
We 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.
- Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To 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 Service
Artificial intelligence
Artificial 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.
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Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
How To Apply
As part of the application process, you will be asked to provide the following:
- 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.
- 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.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV
At full sift your CV and your Personal Statement, will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During 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.
[This is an example of a strengths-based question]:
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There 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.
Interviews 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.
Eligibility
Please 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: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
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