DDaT - PNC Enterprise Services - Junior Operations Analyst Hendon, England
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About the job
Job summary
The first duty of the government is to keep citizens safe and the country secure. The Home Office has been at the front line of this effort since 1782. As such, we play a fundamental role in maintaining the security and economic prosperity of the UK.
The Home Office leads on immigration and passports, refugee protection, counter-terrorism, policing, fire services, and crime and drugs policy.
Digital Data and Technology (DDaT) enables the Home Office to keep the UK safe and secure. We design and build the services that help people apply for visas or passports; support policing and counter-terrorism operations; and protect the UK’s borders.
This is an exciting time to be at the Home Office. You’ll have a chance to shape the future and support our mission to deliver exceptional public services that work for everyone.
Our work is guided by these principles:
- we put user needs first
- we value delivery and outcomes over process
- we work in the open
Our flexible working policy ensures a healthy work-life balance. We also nurture talent and offer a broad range of learning and development opportunities that will help you flourish in your role. We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive and supportive environment to help you do your best work.
You can keep up-to-date with our work on the Home Office DDaT blog.
Job description
You will be part of DDAT’s IT PNC Operations Centre function which conducts real-time monitoring of the core technology, infrastructure, applications and services within the Home Office, providing a consolidated single operational view of the Home Office technical estate and facilitating 24/7/365 support and recovery.
You will be part of the PNC team focused on providing an industry-leading approach to technical estate management, techniques and service management best practices to provide innovative solutions for real-time monitoring, automation and industrialisation of services.
Working as part of the PNC team, you will monitor the Home Office technical estate and support with the identification, impact-assessment, investigation, escalation, resolution and reporting of technical incidents.
You will work closely with your team and others such as the ITnow Service Desk, Incident Managers and the Cyber-Security Operations Centre (CSOC), to support with the resolution of incidents within agreed service level agreements.
Shift Disturbance Allowance (SDA)
This role is shift based (24 x 7 x 365 days of the year including nights, weekends, Bank/Public Holidays = 3 x 13-hour shifts per week).
The Junior Operations Analyst role requires you to monitor and maintain the live policing systems including Mainframe technology which will require hands-on scheduling of batch jobs.
Raising incidents in a Service Management toolset (Service Now), logging and assisting in all necessary resolution activities.
To engage in a complex catalogue of policing requests including the supply of audit data and its secure despatch to all authorised Customers.
You will also participate in the notification of all required communications to Police Forces/Stakeholders.
The shift ROTA for these roles is as follows:-
39 Hours a Week
Day Shift 9am – 10pm
Night Shift 9pm-10am
3 Days Shifts > 4 days OFF
3 Night Shifts > 4 days OFF
You will also be required to work an additional 55-hours per year for training and attending meetings.
Due to the busy nature of this role, the successful candidate will be required to work full time hours and candidates should take this into consideration when submitting their application.
Shift Allowance
As this role is shift working it attracts a Shift Disturbance Allowance of 20%.
The flexible working arrangement of Hybrid working (working partly in their workplace(s) and partly at home) is not available for this role due to the requirements of the role. Successful candidates will be required to attend the office/other work location as specified in the advert at all times to carry out this role.
If you are currently an agency member of staff or a contractor working within the Home Office, you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the Interview stage.
Hybrid Working
Hybrid working enables employees to work partly in their workplace(s) and partly at home in line with the Home Office Hybrid Working policy. A hybrid working pattern may be available, where business needs allow for this role. Applicants can discuss what this means with the vacancy holder if they have specific questions on what this entails.
Please note, due to the busy nature of the role, the successful candidate will be required to work full time (37 hours per week) and candidates should take this into consideration when submitting their application.
Person specification
Working as part of a 24/7 shift team consisting of three 13 hour shifts, your main day-to-day responsibilities will be:
- Using enterprise monitoring tools to monitor infrastructure, network and applications for alerts and events that could impact the services provided to users of Home Office technology.
- Raising incidents in a service management toolset, logging and initiating necessary resolution activities.
- Supporting incident and problem resolution activities, engaging with other DDaT teams and / or suppliers as required.
- Tracking incidents using service management tools and producing supporting reports / data as required.
- Understanding and adhering to PNC and ITIL (IT Infrastructure Library) event, incident and problem management policies, procedures, OLAs and SLAs.
You will also be expected to carry out the following day to day activities:
- Proactively contributing to continuous service improvement through the identification of PNC process and procedure improvements.
- Undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid.
- Understanding the PNC Business Continuity Plan, and being prepared to work at short notice in an alternate facility to support Business Continuity activities.
- Undertaking appropriate training for the role and seek to constantly improve yourself and team performance through personal development.
- Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Essential criteria
You will have a demonstrable passion for IT support, with the following skills or strong experience in:
- Interpersonal skills, with an ability to communicate effectively and professionally.
- Ability to work as part of a team.
- Willingness to learn new technologies.
- Analytical and problem-solving skills.
- Demonstrating a strong sense of ownership and drive to follow tasks through to completion.
- Maintaining customer focus.
- Experience in using MS Office products, Outlook, Excel, Word, and PowerPoint.
Desirable criteria
Ideally you will also have the following skills or some experience in:
- Performing a similar role within the Civil Service or at other organisations.
- Understanding and / or experience of ITIL Service Management.
- Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.
The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills and levels required for the role:
Strategy and Architecture:
- Business Strategy and Planning
Delivery and Operation:
- Service Operation
Delivery and Operation:
- Service Operation
Delivery and Operation:
- Service Operation
Delivery and Operation:
- Service Design
Relationships and Engagement:
- Stakeholder Management
Please note: if you are currently an agency member of staff working within the Home Office, you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the Interview stage.
Behaviours
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Changing and Improving
- Working Together
Benefits
- 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%
Things you need to know
Selection process details
This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
After submission of the first stage of your application you will be invited to complete a Civil Service Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 22nd May 2023. If you fail to complete the online test before the deadline your application will be withdrawn.
Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the Civil Service Jobs website.
Candidates that pass the test will then be invited to submit:
- a CV detailing job history/qualifications/skills
- a statement of suitability (personal statement) (maximum1000 words)
Further details around what this will entail are listed on the application form.
Please note your Statement of Suitability should explain your motivation for applying for this role and offer evidence aligned to how you meet the Essential Criteria as set out in the job advertisement.
The sift will be based on the Statement of Suitability. Further details around what this will entail are listed on the application form.
The CV is for information only and will not be marked.
Candidates shortlisted will be invited to an interview which will be conducted using Behaviour and Experience based questions.
Sift and Interview dates
Sift is expected to take place from 2nd June 2023.
Interviews are expected to take place from 13th June 2023.
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Interviews will be carried out via video. Candidates will be required to have access to:
- A laptop (personal or work) with a working webcam
- Good internet connection
- Microsoft Teams
Please note: Due to time constraints we may not be able to offer alternative interview date(s). It is therefore expected that candidates who are successful at sift stage will make themselves available during the above time frame given.
Further information
Please read the essential skills for this position carefully. We will only consider those who meet the listed requirement.
If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful.
For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.
A reserve list may be held for a period up to 12 months from which further appointment may be made.
We often have similar roles available at different grade. If a candidate is suitable for a similar role or at a lower grade then they applied for, we may offer the candidate that role without the need to go through a further selection process providing the role has the same competencies and essential criteria.
Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.
We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office 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
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs
- Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
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
Working for the Civil Service
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).
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Recruitment team
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