Connecting Talent to opportunity

Connecting Talent to opportunity

Engineer Infrastructure Operations (Platform Support Analyst)


Job Description:


Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and implementing bold plans to transform our IT and digital services.

We are using digital services and smart data to help people deal with us effectively and efficiently, but also allows us to better identify the minority who seek to avoid or evade their taxes

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.

The Team

​​​​​​​We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who already have real hands-on experience of driving through both technical and business changes

The role is within our Platform Support team which delivers enterprise tooling and associated infrastructure on behalf of SC&TS. Having played a key role in delivering ServiceNow within HMRC, the team will continue to support and develop the platform to meet new and existing requirements alongside the Snow software asset management tool, in-house developed solutions and SC&TS’s future tooling requirements.

Role & Responsibilities

Reporting to the Platform Support Senior Analyst, the Platform Support Analyst is an operational role who will be responsible for administering enterprise tooling within Service Central & Technical Services (SC&TS). The Platform Support Analyst works closely with senior colleagues to develop solutions in the ServiceNow platform.


Duties will include:

  • Administration of ServiceNow and developing enhancements in the platform.
  • Supports the delivery of tooling and services to CDIO and HMRC colleagues.
  • Produce reports and data extracts for the Platform Support team and wider SC&TS.
  • Progress incidents and problems assigned to the Platform Support team.
  • Implements changes and service requests for the Platform Support team.
  • Identify and build solutions to problems and new requirements, working with senior team members where appropriate, including (but not limited to) the Platform Business Analyst and Platform Architect.
  • Provides excellent customer service with clear and timely communications.
  • Log and manage IT incidents related to supported tools and services with vendors.
  • Manages team mailboxes and ITSM queues to ensure queries, incidents and requests are managed in a timely manner.
  • Contribute to Platform Support team communications.
  • Build, test and maintain workflows, service level agreements and associated configuration.
  • Work with the wider SC&TS teams to build out new requirements from requests.
  • Import data into Platform Support team supported tooling.
  • Support internal and external stakeholders as appropriate.
  • Contribute and input to team quality documents and policies.
  • Communicate effectively within the Platform Support team and to the wider SC&TS.
  • The ability to work independently and as a team.



Essential criteria

Solid knowledge and demonstrable experience of:

  • ServiceNow Understanding.
  • ITIL understanding.
  • Technology in general including IT related problem solving.
  • Understanding of high level ITSM, ITAM and ITOM processes.
  • Understanding of CMDB.
  • Good communication (verbal and written) and Organisation skills.



  • ITIL Certification.
  • ServiceNow administration.
  • Upgrading or patching of software.
  • Business objects reporting.
  • Be able to comprehend, read and / or writing of scripting languages and code such as Javascript.


Selection Process

CVs should clearly demonstrate how the candidate meets the essential criteria and qualifications stated above.

Applicants will be sifted based upon contents of the CV providing evidence of the essential criteria.

If you are successful at the sift stage, you will be invited to interview to demonstrate your suitability. Interviews will be held via Microsoft Teams.


Reasonable adjustment

We are an equal opportunity employer and value diversity at our company. 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. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

Additional Information

Applicants are encouraged to contact the recruitment manager who can forward any queries to the vacancy holder or can arrange for an informal discussion to understand the role better:

​​​​Amy Goulding  – [email protected]

All applicants will need to provide proof that they have the right to work in the UK. Information on Right to Work legislation can be found at Right to Work in UK

We are committed to offering flexible working within our organisation. We will consider all requests to work part-time, flexibly or on a job-share basis. Please speak to the recruitment team or the hiring manager if you would like to discuss flexible working arrangements. 

RCDTS is an office-based organisation committed to achieving the optimum work/life balance arrangements for staff. Where business requirements permit, we are fully supportive of a blend of home and office working.

A copy of the RCDTS Book of Benefits is attached to this job advert

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current RCDTS employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.