Background

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.

Our role sits within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

We’re removing our dependence on data centres, as we increasingly virtualise our estate. We’re fundamentally restructuring the way we look after our IT and the way we work with partners across our ecosystem. But it’s not just about the tech. We’re building a deep understanding of our customers, working in agile ways, and implementing a DevOps approach.

We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.

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 CEBO (Customer Experience and Bridge Operations) comprises of a number of representatives from several Service Operations teams focused on monitoring the HMRC estate, driving major incidents through to resolution and supporting key business events.

The CEBO Service Analyst will work a rotational 12 hour shift pattern, reporting directly to the Senior Service Analyst; providing 24x7 monitoring and support capability for the CEBO. This is a core CEBO role, central to operational activities undertaken within the CEBO.

You will be expected to work 12 hour shifts on a rota basis. The role will receive a 15% shift allowance. The role is also wholly office based.

Role & Responsibilities

The primary purpose of the CEBO is provide continual holistic monitoring of the HMRC estate which includes, but is not exclusive to, key business applications, core network infrastructure and HMRC user locations. The service analyst role is fundamental in ensuring the CEBO is able to proactively identify and progress significant IT failures or performance issues which may affect the HMRC end users ability to carry out their work or experience utilising the services.

 Duties will include:

• Continual real-time monitoring of the HMRC estate, using a variety of monitoring tools.
• Real time monitoring of incidents via ServiceNow call logging platform and performing trend analysis.
• Monitoring the CEBO open line, liaising with callers and documenting minutes for all calls into the bridge.
• Where new issues are identified the service analyst should perform an initial triage of investigation including basic diagnostics, collate business impact and incident count, before providing details of the incident to a Major Incident Manager (MIM).

• Providing support for the MIM during Major incidents, this could involve further analysis of incoming user calls, analysing monitoring solutions and setting up technical/business conference calls, as well as other supporting activities as required including Yammer announcements.

• Capturing details from observations via the monitoring tools or investigations into events that have occurred.

Requirements

Essential criteria

• Proficient in the use of the Incident Handling tool (ServiceNow)
• Basic report writing and data manipulation through MS Office applications
• Trend Analysis
• The ability to prioritise workload and meet deadlines
• Attention to detail
• Problem Solving
• The ability to multi task in a fast-paced, high pressurised environment
• Excellent communication skills, both written and oral
• Strong Leadership skills

Desirable

• Knowledge of Yammer
• SC Security Clearance
• ITIL Foundation Level 3

Selection Process

CVs should clearly demonstrate how the candidate meets the essential criteria and requirements for the role as 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 Teams due to current COVID19 restrictions.

Additional Information

This is a permanent, full time role – you will be working as part of a team which provides 24/7 cover 365 days a year, shifts will consist of a mix of both days and nights. Travel to various client sites may occasionally be required as part of the role.

We are an equal opportunity employer and value diversity at our company. As such we encourage anybody who needs a reasonable adjustment during the recruitment process to contact the recruiter or hiring manager dealing with your application who will discuss the reasonable adjustments required with you.

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. 

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.