IT Service Analyst - GLD - HEO

Manchester Digital; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A government department is seeking an individual to manage customer service functions and drive digital transformation efforts. The ideal candidate will have practical experience in related technology fields and must possess recognized qualifications including Microsoft and ITIL certifications. This role offers an excellent opportunity to contribute to governmental initiatives while improving the services provided to the public.

Qualifications

• Practical experience in a digital and related technology field and digital transformation programme.
• Significant and demonstrable experience working with IT systems and financial systems.

Responsibilities

• Manage customer service functions including responding to issue reports and information requests.
• Identify and implement service and business improvements.
• Take ownership of technical problems and proactively resolve them.
• Analyze and manage relationships with stakeholders.
• Apply technical knowledge to deliver responsibilities.

Skills

Customer service management

Continual service improvement

Ownership and initiative

Relationship management

Technical understanding

Education

Recognised qualifications and professional certifications

Tools

ServiceNow

Microsoft

Job description

At Government Legal Department we have a vital, single-minded purpose: to help the Government govern well within the rule of law. This is complemented by our exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfill our potential.

Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters.

Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the government’s priorities and our success depends on our people.

GLD is a non-ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 3000 people, including over 2600 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas.

GLD also depends on a range of cross-government professionals to provide our corporate services. These play an essential part in helping GLD to achieve its purpose and truly deliver much more than law.

This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies theModern Civil Service .

To find out more about what we do you can view our introductory filmhere and visit the GLD’smicrosite . You can also read more about the future vision for GLD in ourGLD Strategy 2024 – 2027 .

About the Digital and Data Team

Government Digital and Data is a community of experts leading digital transformation in government, creating more efficient services that have a meaningful impact on people’s lives. Find out morehere.

In Government Legal Department, our mission is to provide GLD with an IT environment that's ‘fit for the future’. That means updating many of our older systems and processes. Our agile , user-centred approach means we develop and improve our products and services in collaboration with the people who will use them. We consider sustainability, environmental impact and innovative ways to improve our staff’s experience at work.

The potential to shape our society’s future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.

The Role

Customer service management-You can manage customer service functions, including responding to issue reports, information requests and access. You have a successful relationship with customers.

Continual service improvement-You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

Ownership and initiative-You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.

Relationship management-You can identify, analyse, manage and monitor relationships with and between stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you can ensure that maximum benefit is gained from products and services.

Technical understanding- This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role. Demonstrating all the behaviours listed below is essential at either application or interview. You can read more about Success Profilehere .

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing (Lead behaviour)
• Managing a Quality Service

Technical Experience

Essential – must be demonstrated at application and/or interview

• Practical experience in a digital and related technology field and digital transformation programme.
• Significant and demonstrable experience working with IT systems, financial systems and ServiceNow.

Technical Qualifications- Essential minimum eligibility criteria

• Recognised qualifications and professional certifications, such as Microsoft and ITIL

Security Clearance Level

All GLD employees must holdBPSS security clearance. If successful for this post you must hold or be willing and able to obtain the required security clearance for this role. More information can be found about the vetting processhere .

Qualifications

Technical Qualifications- Essential minimum eligibility criteria
Recognised qualifications and professional certifications, such as Microsoft and ITIL

Behaviours

We'll assess you against these behaviours during the selection process: