IT Service Analyst
Description✓Location
✓Edinburgh, Leeds, Manchester, Newcastle and Washington [Moving to Newcastle]
✓About the job
✓Job summary
✓See what it’s like to work at HMRC:
✓Questions relating to an individual application must be emailed as detailed later in this advert.
✓Job description
✓This is an exciting time to join as an IT Service Analyst, you will have the opportunity to support the Governance and incident management for Customer Service Group’s Business Developed Applications.
✓Our IT infrastructure is one of the largest and most dynamic in Europe, and we are now one of the most digitally advanced tax authorities in the world.
✓Chief Digital Information Office runs the IT and Architecture behind tax services which deliver benefits to millions of individual and business customers.
✓We are building a team of outstanding people who will create and run these new and improved digital services.
✓
✓This is a fast-paced environment, but we recognise the value of a work life balance for our people
✓You will not just be part of a team but a community that supports each other.
✓Do you have a passion for delivering quality products?
✓Do you want to make a difference?
✓Then come and join us.
✓Our new regional centres are high-quality, state-of-the-art buildings that help people to collaborate and work flexibly
✓They will have high-speed digital infrastructures and up-to-date learning and development facilities.
✓Responsibilities
✓You will undertake specific tasks set by the IT Service Managers; these tasks include:
✓Conducting BDApp reviews with key stakeholders to ensure compliance with HMRC governance.
✓Live support of the 160 BDApps, following defined processes.
✓Analysis of information captured from end users to support Problem solving.
✓Referring service incidents to the appropriate developer resource.
✓Support user-testing of changes to applications.
✓Contribute to the creation of knowledge articles to widen the knowledge base where gaps are identified.
✓Amending knowledge articles as key facts change.
✓Person specification
✓As an IT Service Analyst, you will:
✓Support the BDApp team and wider system users in the resolution of their issues.
✓Ensure service incidents are worked within service level agreements [SLA].
✓Ensure work requests are actioned within service level agreements [SLA].
✓Help deliver new system functionality required by key stakeholders.
✓Conduct BDApp reviews to an agreed schedule.
✓Develop checklists for typical problems.
✓Recommend procedures and controls for problem prevention.
✓Work independently, share information and assist others with requests for service.
✓HMRC are moving towards the ITIL4 framework, and you will have the opportunity to learn the skills you need to implement this in the CSG BDApp team.
✓Essential experience/skills:
✓The ideal candidate must show in their personal statement evidence of:
✓Demonstratable communication skills with an aptitude for dealing with end users, colleagues and IT specialists at all levels
✓An aptitude for analysing and managing problems arising from incidents in the operation of BDApps
✓An ability to work at pace
✓Good organisation skills
✓Demonstrable experience of using Microsoft Office 365 [M365] tools
✓Desirable Skills/Experience
✓The ideal candidate will also have an understanding of the:
✓Significance of service level agreements to BDApp end users
✓Implications of service incidents to end user experience Show more →
✓Edinburgh, Leeds, Manchester, Newcastle and Washington [Moving to Newcastle]
✓About the job
✓Job summary
✓See what it’s like to work at HMRC:
✓Questions relating to an individual application must be emailed as detailed later in this advert.
✓Job description
✓This is an exciting time to join as an IT Service Analyst, you will have the opportunity to support the Governance and incident management for Customer Service Group’s Business Developed Applications.
✓Our IT infrastructure is one of the largest and most dynamic in Europe, and we are now one of the most digitally advanced tax authorities in the world.
✓Chief Digital Information Office runs the IT and Architecture behind tax services which deliver benefits to millions of individual and business customers.
✓We are building a team of outstanding people who will create and run these new and improved digital services.
✓
✓This is a fast-paced environment, but we recognise the value of a work life balance for our people
✓You will not just be part of a team but a community that supports each other.
✓Do you have a passion for delivering quality products?
✓Do you want to make a difference?
✓Then come and join us.
✓Our new regional centres are high-quality, state-of-the-art buildings that help people to collaborate and work flexibly
✓They will have high-speed digital infrastructures and up-to-date learning and development facilities.
✓Responsibilities
✓You will undertake specific tasks set by the IT Service Managers; these tasks include:
✓Conducting BDApp reviews with key stakeholders to ensure compliance with HMRC governance.
✓Live support of the 160 BDApps, following defined processes.
✓Analysis of information captured from end users to support Problem solving.
✓Referring service incidents to the appropriate developer resource.
✓Support user-testing of changes to applications.
✓Contribute to the creation of knowledge articles to widen the knowledge base where gaps are identified.
✓Amending knowledge articles as key facts change.
✓Person specification
✓As an IT Service Analyst, you will:
✓Support the BDApp team and wider system users in the resolution of their issues.
✓Ensure service incidents are worked within service level agreements [SLA].
✓Ensure work requests are actioned within service level agreements [SLA].
✓Help deliver new system functionality required by key stakeholders.
✓Conduct BDApp reviews to an agreed schedule.
✓Develop checklists for typical problems.
✓Recommend procedures and controls for problem prevention.
✓Work independently, share information and assist others with requests for service.
✓HMRC are moving towards the ITIL4 framework, and you will have the opportunity to learn the skills you need to implement this in the CSG BDApp team.
✓Essential experience/skills:
✓The ideal candidate must show in their personal statement evidence of:
✓Demonstratable communication skills with an aptitude for dealing with end users, colleagues and IT specialists at all levels
✓An aptitude for analysing and managing problems arising from incidents in the operation of BDApps
✓An ability to work at pace
✓Good organisation skills
✓Demonstrable experience of using Microsoft Office 365 [M365] tools
✓Desirable Skills/Experience
✓The ideal candidate will also have an understanding of the:
✓Significance of service level agreements to BDApp end users
✓Implications of service incidents to end user experience Show more →