Senior IT Service Analyst Wales
Job description
Working for the Civil Service
The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.
The Civil Service Code sets out the standards of behaviour expected of civil servants.
Vacancy Details
Purpose of Post:
The Digital, Data and Technology (DDaT) profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the Digital Learning Division team and will make a significant and direct contribution for the people of Wales.
Background
The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas.
Welsh Government priorities are outlined in Taking Wales Forward with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK’s exit from the European Union.
We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work.
Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.
Role
We are looking for a Senior IT Service Analyst to join our team and play a key part in delivering a great experience to our diverse range of over 550k users.
You will monitor service desk calls, support service desk analysts in service resolution and intervene in difficult calls.
You will own and update the script for service desk analysts. You will manage availability, coach and develop the service desk analysts.
You will ensure:
- incidents logged via stakeholders are correctly prioritised and handled within Service Level Agreements
- resourcing levels are managed appropriately, taking account for peak service times
- the Service Catalogue is appropriately maintained
- support is provided to the wider technical teams.
Key tasks:
- Manage customer service functions, including responding to issue reports, information and access requests.
- Use results of customer satisfaction measurements to improve services and have good relationships with customers.
- Take ownership of problems and proactively resolve technical problems, ensuring that solutions meet business requirements.
- Take full accountability for actions taken and decisions made.
- Understand and identify problems, analysing and helping to identify the appropriate solution.
- Classify and prioritise problems, document their causes and implement remedies.
- Take management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
- Has an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities.
- Maintain focus on the whole life of service delivery - designs, develops, delivers and operates.
- Put users first and manage competing priorities.
Development opportunities:
Closing Date:
Eligibility
Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:
UK Visas and Immigration - GOV.UK
Nationality rules – GOV.UK
Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.
Equality and Diversity
The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.
We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.
We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.
We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.
Disability Confident
The Welsh Government has adopted the social definition of disability, in which it is recognised that barriers in society act to disable people who have impairments or health conditions, who are neurodivergent or who use British Sign Language. We are committed to removing barriers so that all (or potential new) staff can perform at their best.
We guarantee to interview any disabled person who meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence, at each stage of the assessment process before interview, which demonstrates you generally meet the job description requirements. We are committed to the employment and career development of disabled people.
If you have an impairment or health condition, if you are neurodivergent or use British Sign Language and need to discuss reasonable adjustments for any part of this recruitment process, or wish to discuss how we will put in place any adjustments if you were to be successful, please email [email protected] as soon as possible and a member of the team will contact you to discuss requirements and any questions you may have.
A Great Place to Work for Veterans
Welsh Language Requirements
The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace.
The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.
Social Partnership
In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.
- PCS
- Prospect
- FDA
This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
- pay
- terms and conditions
- policies and procedures
- organisational change.
Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.
The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.
Competencies / Job Specific Criteria
Behaviours and Skills
Behaviours and Skills will be assessed at the interview stage.
During the interview you will be asked questions which will allow you to provide evidence (including specific examples) of how you meet each of the Behaviours and Skills required for this role.
Civil Service Behaviours
- Communicating and Influencing. Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact.
- Making Effective Decisions. Analyse and use a range of relevant, credible information from internal and external sources to support decisions.
DDaT skills
- Customer service management. You will maintain a high level of customer service and have the confidence to deal with complex complaints.
- Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
For more information on Civil Service Behaviours and what is required for each grade, please refer to Success Profiles: Civil Service Behaviours.
For more information on the DDaT skills required for this role, please refer to the DDaT Capability Framework.
Job Specific Criteria
Job Specific Criteria will be assessed both in CV sift and at interview stage.
In your CV, please provide evidence (including specific examples) to show how you meet each of the Job Specific Criteria for this role.
Also, during the interview, you will be asked questions which will allow you to provide evidence (including specific examples) of how you meet each of the Job Specific Criteria required for this role.
- Experience working on an IT Service Desk, ensuring resourcing levels are managed appropriately, taking account for peak service times
- Experience of taking ownership of problems and proactively resolving or escalating them, ensuring that solutions meet business requirements
- Experience of managing challenging relationships with internal and external teams and suppliers
Assessment Process
There are 4 stages to the application and assessment process:
Stage 1 – Complete online application and Submit CV (no more than 2 pages)
Please upload your CV.
Please note that we will be assessing your CV only against the Job Specific Criteria listed in the advert. You can find these in the Job Specific Criteria section of the advert.
Your CV MUST demonstrate how you meet each of the Job Specific Criteria for the role, including examples. Candidates that do not provide detailed examples will be sifted out.
Please ensure that your CV has a clearly marked section which identifies how you meet the Job Specific Criteria. (approx. 300 words for each criterion).
Stage 2 – Sift of CV
After the closing date, all applicant’s CVs will be assessed.
Candidates who successfully demonstrate that they meet the minimum Job Specific Criteria will be sent an online skills test.
Stage 3 – Skills Test (Online)
The skills test will be scheduled from 21 April 2023 and you will have 7 calendar days to complete this test.
If you pass the online skills test, will then be invited to interview.
Interviews will be scheduled for week commencing TBC.
Stage 4 – Interview
Your interview will be based on the Behaviours/Skills and Job Specific Criteria outlined in the sections of this advert.
At Interview stage you will be asked questions which will allow you to provide evidence (including specific examples) of how you meet each of the Job Specific Criteria and Behaviours and Skills required for this role.
Other Information
- Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
- Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
- For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
- Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.
A reserve list will be held for 12 months in the event that any future vacancies arise.
Diversity and inclusion
The DDaT profession in the Welsh Government is committed to removing barriers which prevent under-represented groups progressing into and within the DDaT profession. The profession recognises the importance of promoting role models from diverse backgrounds and is focussed on increasing the diversity of our digital workforce to make it reflective of the wider Welsh population.
Benefits of Working in Welsh Government
Where can I work?
For a lot of roles, we are operating a hybrid approach to working - known as 'Smart Working'; this includes a blend of home and office-based working. You may have the opportunity to work from home depending on the business needs and commitments for your team. Your working arrangements will be discussed and agreed with your line manager when you join.
We will consider requests to work in specific locations based on personal circumstances like caring responsibilities or an impairment or health condition. Tell us your preferred locations in your CV in the ‘Location preferences’ box.
By applying for this role, you will be willing to work in one of the following locations as your base office:
- Cardiff, Bedwas, Merthyr Tydfil, Swansea, Aberystwyth, Llandudno, Carmarthen
What are the benefits?
Working for the Welsh Government has many great benefits, including:
- The salary range for this grade is £32,460 to £39,690.
- You will earn £32,460 for the first 12 months thereafter you will receive an annual increment until you reach the maximum of the grade (this is subject to passing probation).
- NB Exceptional candidates may be eligible for a starting salary further up the scale.
- You will get 31 days holidays as well as 10 public and privilege days.
- We offer flexible working arrangements to help you get the right work/life balance.
- You will also be eligible for membership of the Civil Service Pension Scheme
Other benefits
- Flexible Working – We support staff in managing their work-life balance through working from home (subject to business need and if appropriate for the role)
- Working Patterns – Different options are available: Full Time, Part Time, Job-Share, Condensed Hours, Term-time etc. (subject to business need and if appropriate for the role)
- Green Car Scheme – Which allow you to lease a brand new ultra-low carbon emission car and pay for it through salary sacrifice
- Supportive Finance – Advance of salary loans for a range of situations including: season travel tickets, eye-care, IT equipment, Cycle2Work and more
- Parental Leave – 26 weeks maternity/adoption leave on full pay and 15 days paternity leave
- Wellbeing Time – Dedicated wellbeing hour each week for use in office hours. Whether this is a walk in the local park, yoga, meditation or gym, this is time for you
- Pay – Competitive increments throughout the pay bands
- Training and Progression - Access to training and development tailored to your role
- Inclusion and Diversity – We encourage a rich and diverse workplace, where everyone feels able to be themselves, and no one feels discriminated against
- Staff Engagement – We have a wide range of very active and welcoming networks including: Autism, Carers, Women Together, PRISM (our LGBTQ+ network) and many more
- Safety and Occupational Health – Dedicated teams to provide staff with help and support needed most
- Mental Health – Employee Assistance Programme and a dedicated helpline to support staff to manage their mental health
- Up to date IT Equipment – Laptops with Office 365 will give you greater flexibility in when, how and where you work
- The Welsh Government works in partnership with the following Trade Unions: Public and Commercial Services (PCS), Prospect and FDA
How to apply
All applications for this vacancy should be made online via the Welsh Government's online application system. If you have an impairment which would prevent you from applying on-line, please e-mail [email protected] to request an application pack in an alternative format, or to request a reasonable adjustment related to an impairment in order to submit your application.
To apply, you'll need to have an account on our online application system. Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account. Registration takes just a few minutes to complete. You'll need an e-mail address to be able to register. Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.
If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.
When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)
Grievance and Complaints
