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 within our Platform Support Team which delivers enterprise tooling and associated infrastructure on behalf of SM&O. 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 SM&O’s future tooling requirements.

Role & Responsibilities

Collaborating with the Platform Support Team Delivery Manager, the Platform Support Team Senior Analyst is a senior operational role responsible for administering strategic tooling within SM&O. You will work closely with Platform Support Team colleagues and customers to develop solutions in the ServiceNow platform. You will build a comprehensive understanding of how data is used within ServiceNow and will be able to apply that knowledge and you will play a key part in turning technical requirements into solutions within the ServiceNow platform.

The role is within the Platform Support Team and provides technical guidance for Platform Support Team Analysts, exhibiting role model behaviour.

Duties will include:

• Subject matter expert in the use, administration and support of the ServiceNow platform and processes.
• Is responsible for administration and development of tooling owned by the Platform Support Team including ServiceNow and Snow.
• Will have a comprehensive understanding of Platform Support Team owned tools and services, how they are used within CDIO and HMRC and be able to apply that knowledge in the design of solutions.
• Will design and produce reports and data extracts for Platform Support Team owned tools and services.
• Will work with the Platform Support Team Business Analysts to administer and develop solutions in the ServiceNow Performance & Analytics module.
• Progress incidents and problems assigned to the Platform Support Team, applying a deep understanding of tooling and processes to resolve complex issues.
• Resolve complex and high priority incidents with Platform Support Team supported tooling, working with senior colleagues, other HMRC delivery teams and third parties.
• Designs and implements changes and service requests for Platform Support Team owned tools and services.
• Identify solutions to problems and new requirements, working with senior team members where appropriate.
• Inputs into the impacting process for new requirements, ensuring effort and costs are accurately forecast.
• Logs and handles incidents and requirements with HMRC delivery teams, third party suppliers and vendors.
• Will have a broad background in IT and relevant technologies and processes.
• Takes the lead with team mailboxes and ITSM queues to ensure queries and tickets are led in a timely manner.
• Drafts and validates communications for end users of Platform Support Team supported tooling and services.
• Builds, tests and maintains workflows, service level agreements, catalogue items and associated configuration.
• Works with business analysts, architect and other analysts to build out new requirements, providing input into the design.

• Works with the Platform Support Team Architect and Business Analysts to design solutions from customer requirements.

• Imports data into Platform Support Team supported tooling, ensuring that data integrity is protected, and processes are not adversely impacted.
• Creates and maintains import sets and transformation maps to ensure data integrity.

Essential criteria

Solid knowledge and demonstrable experience of:

• A broad technical background with experience of administering and supporting a variety of tooling including Platform Support Team tools and processes.
• Demonstrable experience of supporting tooling and applying that knowledge in support of colleagues and in the design of solutions.
• Understanding of ITSM, ITAM and ITOM processes and their application within CDIO, HMRC and third-party suppliers.
• Specific technical knowledge including ServiceNow database schema, ServiceNow “golden rules”, scripting languages (such as JavaScript and LUA) and SQL queries.
• An understanding of CMDB and CM processes.
• Supporting a live service and taking care of 3rd Party Suppliers and internal suppliers.
• Development of workflows, SLAs and associated configuration in Assyst and ServiceNow

Desirable

• Good communication and Organisation skills.
• Ability to clearly communicate technical concepts to non-technical or less-developed colleagues.
• Ability to produce designs from requirements.
• IT skills (Including Strategic Tooling tool specific and O365 proficient).
• ITIL understanding and standard methodology.
• ServiceNow and Snow administration skills.