Change & Release Analyst

Change & Release Analyst Telford, England

HM Revenue and Customs
Full Time Telford, England 34404 - 36985 GBP ANNUAL Today
Job description


Reference number



£34,404 - £36,985

Job grade

Higher Executive Officer

Contract type


Business area

HMRC - CDIO - Service Management & Operations

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available




    About the job


    Things you need to know

    Apply and further information


Plaza 2, Telford TF3 4NT, & Benton Park View, Newcastle-Upon-Tyne NE98 1ZZ

About the job

Job summary

Do you thrive in a collaborative environment?

Are you great at building and maintaining positive working relationships?

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

At HM Revenue & Customs (HMRC) we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

The Team

Our role sits within Service Management & Operations (SM&O) which forms part of the Chief Digital & Information Group (CDIO).

SM&O are accountable for the end-to-end service of HMRC’s IT Systems & Services, and our focus is ensuring a consistent, excellent Customer Experience.

Within SM&O is our Change Management Team where our role sits. The team is responsible for ensuring that standardised methods and procedures are used for efficient handling of all changes – this minimises the impact of change-related incidents by managing risks.

Job description

As a Change and Release Analyst, you will support the Change Management Team in the effective management of the Operational Change Process across the HMRC estate.

Joining a small team of Analysts operating in an ITIL aligned function, you will support the Change Management process, capturing and managing risks and issues, escalating where appropriate.

You will contribute to the minimising of risk to the service by taking responsibility for ensuring that changes to HMRC services are authorised, controlled and traceable.

Building and maintaining effective relationships with internal and external stakeholders, you will provide advice and guidance on the processes and standard methodology.

As a key player within the team, you will contribute to the development of a positive team culture, always delivering an excellent standard of service.


  • Monitor and ensure the quality of Operational Change Requests as they navigate their way through the Change process
  • Day to day responsibility of moderate and Low risk changes, being responsible for 90% of the Operational Change Requests created on the HMRC estate
  • Contribution to, and support of, a continuous improvement of the Change Management Process
  • Provision of daily and weekly reporting on Operational Change Requests and the Change process
  • Liaising with HMRC suppliers who do not have access to the Change Management Tool, helping and supporting Change Requesters to navigate their way through the process and the toolset
  • Creation of Supplier Operational Change Requests and provision of assistance and technical advice to ensure the production of a robust, quality aligned, document

Person specification

Essential Criteria

  • An understanding of Change Management processes in alignment with ITIL framework.
  • Demonstrable ability to process information, generate detailed analysis and reports using MS Office, Process documents and IT Service Management toolsets.
  • Excellent communication skills demonstrable at all levels.
  • Experience of working in a multi skilled team, yet demonstrating the ability to self-start, managing, and prioritising own work.

Desirable Criteria

  • Awareness of Release Management, Configuration Management, Incident Management and Service Design and Transition.
  • Work experience in or a knowledge of an Agile or DEV OP’s environment.
  • Knowledge of delivering IT changes to technology services (e.g., Desktops, Cloud, Physical environments).


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 27%

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.

Things you need to know

Selection process details

For the first stage of the application, you will be asked to submit your CV and complete a 500-word Personal Statement.

The CV will consist of 2 elements: Job History & Qualifications.

In the Job History section, provide details of your current and previous roles including a description of your duties. Tailor this to match the job description and essential criteria in the advert.

In the Qualification section include any relevant qualifications you have.

In your Personal Statement please explain why you are suitable for the role and how you meet the essential criteria. Please include examples of what and how you have achieved things.

In the Skills and Experience section, you will have the opportunity to share any further information you wish, to explain why you are suitable for the role.

Your CV and Personal statement will be scored individually, and you must gain a pass score for each to move forward to the interview stage.

Sift and Interviews

Applications will be sifted based on the CV and the Personal Statement submitted against the job description and essential criteria.

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Interviews will focus on the candidates’ application, their skills, knowledge, experience, and the essential criteria required.

Should you be invited for an interview, during the panel interview, we will ask questions that let you demonstrate your experience and skills relevant to the role. We will also discuss what you can bring to the role and ask you to talk through examples of your accomplishments.

We aim to sift applications within two weeks of the closing date.

Interview dates to be confirmed.

Interviews will be held by video on Microsoft Teams.

A reserve list may be held for a period of 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.


To check that you are eligible to apply, review this eligibility information

Important information for existing HMRC contractual homeworkers:

This 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, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact [email protected] as soon as possible.

Equality and Diversity

We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued, supported and comfortable being their true self at work.

We’re proud to be a diverse and inclusive employer, supporting social mobility by giving opportunities to people from all walks of life. We want to maximise the potential of everyone who chooses to work for us and offer a range of flexible working patterns and support. Our aim is to make a fulfilling career at HMRC accessible to you.

For more information on how we make this happen, review this information on our culture and values.

Applications 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.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Customer 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. Where this is an essential requirement, this will be tested as part of the selection process.

The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.


HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Further Information

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process.

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on

Problems during the application process

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

If you think you’ve made a mistake on a submitted application (e.g. you’ve ticked the incorrect eligibility box), please contact [email protected] at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.

Please use the subject line to insert appropriate wording e.g. Please re-open my application - 289723 & vacancy closing date 06/06/2023.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

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


Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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) (opens in a new window)
  • 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 (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Recruitment team

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via [email protected] If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: Click here

Change & Release Analyst
HM Revenue and Customs
London, United Kingdom
Jim Harra
$500 million to $1 billion (USD)
10000+ Employees
National Services & Agencies
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