IT Service Analyst Newcastle upon Tyne, England
Job description
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Digital
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About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
At 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.
We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
Mobility and Workplace Services (MWPS) is a key interface between Chief Digital Information Office (CDIO) and the wider HMRC estate.
We innovate, design and build IT services and ensure they are implemented across HMRC at the right time and that they are monitored effectively. We enable/support customers to utilise tools which contributes to HMRC achieving the ambition to become one of the most digitally advanced tax administrations in the world.
We resolve issues (detected and reported) and strive to maintain our high standard of customer service. Our focus is on ensuring consistent and excellent employee experience, putting our customers ‘at the heart of everything we do.
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.
Job description
The Roles and Access Team are responsible for the management and governance of identities, IT access provisioning and running the service catalogue.
As an Analyst you will receive direction from Senior Analysts and Managers through task-based delivery scheduling. The role includes reviewing and answering all staff queries and participating in team and systems reviews. The Analysts are the first point of contact and must maintain a consistently high customer service.
The Roles and Access Team are based in Telford and there will be a requirement to travel to Telford once a month to attend face to face meetings, team training, project requirements and special events.
Person specification
- Act as a first point of contact for our team mailbox queries and incidents, answering those within remit and advancing complex work
- Investigate business as usual needs/problems and assist in recommendations of service improvement and business solutions
- Manage change requests and maintain accurate audit records
- Collate team performance data & statistics for presentations at the Senior Leader Team Hub
- Undertake monthly reviews and report on identities, user profiles, permissions and adhere to service catalogue governance to meet audit requirements
- Attend face to face meetings to discuss project requirement and ability to raise issues should they arise and comes into play when we return to the office
- Maintain stakeholder relationships
Essential Criteria
Awareness or understanding of user experience analysis and its principles
- Good interpersonal skills and confidence dealing with a large range of user queries
- Ability to manage own time and show initiative
- Ability to respond and adapt accordingly to changes in customer/user services
- Awareness of Microsoft Office 365 tools
- Demonstrate working examples of Office Suite
- ITIL Foundation certificate or be willing to work towards this
- Open to learning the processes, governance and management of supplier identities
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Delivering at Pace
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%
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
As part of the application process you will be asked to complete a CV and a 500 word Personal Statement.
Your CV should detail your job history and your previous skills and experience.
Your 500-word Personal Statement should explain how this relates to the specific Job Responsibilities and the Essential Criteria. You need to say why you want this role and give reasons why you are suitable for it.
It may help you to use the ‘STAR’ (Situation-Task-Action-Result) technique when writing your examples to provide meaningful and complete details.
Applicants will be sifted on their CV and their 500 word personal statement
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
All applicants that progress to interview will be assessed on Behaviours through Success Profiles via a Teams interview.
We will assess you against the following success profiles at the interview stage:
Behaviours
- Working Together
- Delivering at Pace
Sift and interview dates to be confirmed.
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.
Eligibility
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.
Diversity and Inclusion
At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.
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.
Locations
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
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 gov.uk
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 short application form (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 - 299731 & vacancy closing date 18/09/2023. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.
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.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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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Contact point for applicants
Job contact :
Recruitment team
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