Revenue and Customs Digital Technology Services | Jobs | Search here for your perfect career

Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and embarking on an ambitious and challenging digital transformation programme which will result in HMRC becoming one of the most digitally advanced tax authorities in the world.

RCDTS was set up in 2015 as a subsidiary of HMRC’s Chief Digital & Information Officer Group and has one of the largest customer bases in the world.

The Team

The role sits within Service Management & Operations (SM&O) which forms part of CDIO’s EPS (Enterprise Platform Services) team. SM&O are accountable for the end to end service for HMRC’s IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience. 

Service Management & Operations work closely with the other platform groups and their partners to bring those IT Systems and Services together.

The role is part of our Service Central Strategic Delivery Team within Technical Services & Platform Support (TS&PS).

Role & Responsibilities

Reporting to the Service Central Strategic Delivery Team Senior Project Manager, and working with the wider Service Central Strategic Delivery (SCSD) Team and Technical Services & Platform Support (TS&PS) in delivering the analysis and design of business solutions helping to translate those to technical solutions with the technical business analysts that support organisational change and transformation.

You will support the business in the investigation of business challenges and capture and analyse requirements to define business and technical solutions within CDIO, the wider HMRC, and external Stakeholders. Ensuring the appropriate use of toolsets and solutions that align with and contribute toward SM&O, CDIO and HMRC strategies and priorities and make use of relevant blueprints and patterns.

Working within Service Central Strategic Delivery Team alongside the Senior Project Manager, Architects, Engineers and Analysts in conjunction with the SCSD Subject Matter Expert to define solutions that fully realise the capabilities of the ServiceNow platform. You will co-ordinate a number of activities including design, implementation and testing activities in line with expectations and requirements.

You will work with other key stakeholders to impact demands, identify risks, assumptions, dependencies, scope and resource requirements.

You will have a good understanding of the capabilities of the ServiceNow platform, best practice, and how the tool can be used within CDIO, HMRC and by suppliers and will use this knowledge to support the continued success and adoption of the platform within HMRC.

This role will be an interface between Service Central Strategic Delivery Team and its stakeholders and will help define and realise the strategic direction of the ServiceNow platform.

Duties will include:

• Work and support HMRC process and product owners to translate business requirements into solutions. Elicitation of these requirements through the creation of user stories and acceptance criteria in line with the capabilities of the platform and aligned to HMRC strategic goals and objectives. These solutions will be fit for purpose, meet requirements, deliver value for money and are compliant with blueprints.
• Support the creation of standards, policies, strategy, roadmaps and vision statements.
• Work alongside and actively support the deliveries of projects managed by SCSD.
• Remain up to date with best practice, new developments and trends, IT industry / communities. Identify problems and requirements and articulate them in an appropriate way for both technical and non-technical stakeholders.
• Be one of the primary “front doors” for the Service Central Strategic Delivery Team.
• Identify problems and requirements and articulate them in an appropriate way for both technical and non-technical stakeholders.
• Work with the Senior Project Manager, Technical Architect, Senior Engineer and Senior Analysts to turn requirements into business solutions.
• Ensure that all solutions for the ServiceNow platform follow the zero-customisation rule where possible and adhere to appropriate HMRC standards and ServiceNow best practice.
• Deliver strategic, enterprise tooling and services to CDIO and HMRC colleagues.
• Providing guidance, governance and processes relating to the ServiceNow platform for both internal and external stakeholders.
• Support the delivery of organisational change by identifying solutions to organisational challenges using the ServiceNow platform and processes
• Will have input into the product lifecycle, validating developed solutions against requirements and adherence to blueprints and agreed best practice.
• Work with the key stakeholders to ensure test plans reflect the agreed requirements.
• Work in a collaborative manner with colleagues to agree priorities, communicating and setting expectations with stakeholders where appropriate.
• Develop good relationships with stakeholders, managing expectations in line with the capabilities of the Platform out of the box.
• Understand tooling, technologies and infrastructure currently in use on the HMRC estate as well as the strategic position and apply that knowledge to identifying opportunities to exploit the ServiceNow platform to deliver efficiencies, improvements and value for money.

Essential criteria

• A strong analytical background with experience of analysing and documenting complex business requirements for enterprise tooling, working to identify business solutions and the ability to manage multiple stakeholders.
• Have a good working knowledge of the ServiceNow platform capabilities and how it can be used within HMRC and by suppliers.
• Understanding of key processes supported by ServiceNow such as ITSM.
• Communicating complex business requirements and solutions at an appropriate level to both technical and non-technical stakeholders.
• Interviewing stakeholders to identify requirements, produce workflow diagrams, build user stories and produce clearly defined sets of requirements.
• Analysing business processes to identify improvements, conflicts, inefficiencies and deviation from best practice.

Desirable

• BCS or other Business Analysis Certification.
• Hold a professional registration such as MBCS / RITTech
• ITIL foundation qualified
• ServiceNow Certifications
• Understanding of Agile delivery