Ofgem
Lead Application Operations Engineer (ITSM)
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Lead Application Operations Engineer (ITSM)
About the job
Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow. (20% hybrid, 1 day per week)
Job summary
Across government, business-critical applications underpin the delivery of reliable, efficient and user-focused digital services. As organisations increasingly depend on integrated platforms and automation, strong application operations are essential to ensure systems are resilient, performant, and continuously improving to meet evolving user and organisational needs.
Ofgem plays a vital role in the UK’s energy system, protecting consumers and enabling a more secure, fair and sustainable energy future. Ensuring the stability and effectiveness of our core business applications is key to supporting colleagues and delivering high-quality services.
Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are modernising our IT service management capability and enhancing the platforms that underpin service delivery. This includes improving our use of ITSM tooling, expanding automation, and strengthening integration across systems to deliver better user experiences and more efficient operations.
As a Lead Applications Operations Engineer, you will take ownership of Ofgem’s IT Service Management platform (Ivanti) and its wider ecosystem. You will define the application roadmap, lead improvements in performance and user experience, and ensure the platform operates effectively to support IT Operations and the wider organisation.
This is a highly impactful and technically focused role, requiring strong expertise in ITSM platforms, application support and optimisation, and the ability to lead improvements across complex systems.
Job description
You will be responsible for:
- Leading the management, support and continuous improvement of the Ivanti ITSM platform and associated applications
- Defining and shaping the application roadmap, identifying opportunities for innovation, automation and efficiency
- Leading troubleshooting and resolution of complex application issues, acting as the senior escalation point
- Designing and implementing enhancements, configurations and platform improvements
- Driving automation initiatives to improve service efficiency and user experience
- Managing small-scale changes and configuration projects, ensuring alignment with business needs
- Monitoring application performance, analysing trends and producing reporting and insight
- Ensuring effective integration with CMDB and other service management components
- Supporting IT Operations teams with application performance insights and recommendations
- Facilitating requirements gathering sessions for new features, changes and enhancements
- Providing guidance and mentoring to team members, promoting best practice across application operations
We are looking for:
An experienced Applications Operations Engineer or ITSM specialist with a strong understanding of service management platforms and their role within a modern IT environment. You will bring both technical expertise and the ability to drive improvements across systems and processes.
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You may come from an IT operations, application support or ITSM background, but you will demonstrate:
- Strong experience working with Ivanti or other ITSM platforms
- Good understanding of ITIL frameworks and service management lifecycle
- Proven experience troubleshooting and resolving technical application issues
- Experience working with service catalogues, dashboards, reporting tools and system integrations
- Knowledge of APIs, discovery tools and platform integrations
- Experience facilitating requirements gathering for system enhancements or projects
- Ability to analyse performance data and identify opportunities for improvement
- Strong stakeholder engagement skills, working across technical and non-technical teams
An ITIL v4 Foundation qualification is required.
Experience with development, APIs, databases or web applications would be advantageous.
This is an opportunity to play a central role in shaping and enhancing Ofgem’s application landscape. You will ensure that critical platforms are reliable, efficient and continuously evolving, supporting IT operations and improving the experience for users across the organisation.
Person specification
Essential Criteria
- Demonstrable experience working with Ivanti or another ITSM platform. (Lead Criteria)
- Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) (Lead Criteria)
- Technical problem solving and resolution skills relating to the development of ITSM platforms and demonstrable evidence of feeding into IT Operations roadmaps and future releases.
- Technical problem solving and resolution skills relating to service catalogues, dashboards, reporting integrations, discovery integrations, API’s etc.
- Strong experience facilitating requirements gathering workshops for new projects, platform changes, or applications using relevant modules.
- ITIL v4 foundation qualification is a minimum requirement.
Desirable Criteria
- Deeper coding/APIs/Web applications/Databases – will be an advantage.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Working Together
- Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
- You will also be asked to prepare a presentation. Full details of the presentation will be included in the invitation to interview.
Benefits
Alongside your salary of £49,452, OFGEM contributes £14,326 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).
Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.
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Things you need to know
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.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications. You will then be asked to provide a 1250 word ‘personal statement’ evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile. In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated in the essential criteria.
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].
At Ofgem, we expect our staff to carry out their roles with honesty, fairness and openness. They should follow the Civil Service code and be free from any influence or bias. We are committed to making sure interests are recognised, declared and managed appropriately so that we can fulfil our duties as an energy regulator. Our Conflicts of Interest policy outlines the types of interests Ofgem staff must declare before onboarding, and the rules they must follow throughout employment so that we can clearly demonstrate that our decisions are not influenced by private interests.
Feedback will only be provided if you attend an interview or assessment.
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