Change & Release Analyst

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC., As a key member of the Change Enablement Practice Team, you will play a vital role in supporting the effective management of IT Change functions across HMRC. This includes supporting governance activities such as Change Advisory Boards (CAB), overseeing operational processes like Key Business Events (KBEs), and managing low-risk IT Changes. You'll help mitigate risks by guiding stakeholders through best practices, ensuring quality assurance of change requests, and producing insightful reporting and analysis., You'll also contribute to continual improvement by identifying enhancements to processes and tools, leveraging AI-driven insights, and promoting the adoption of Standard Changes. Your role will involve close collaboration with HMRC colleagues and suppliers, supporting their use of ITSM tools such as ServiceNow, and maintaining clear, user-friendly documentation. This is a dynamic and impactful role for someone passionate about driving operational excellence and innovation in IT service management., As a Change Analysts you will support the Change Enablement Practice Team in the effective management of IT Change functions across HMRC by

• Supporting Change Advisory Board (CAB) processes, governance, and related activities.
• Assisting with IT Operational Activities, change reviews, Key Business Events (KBEs), PoRC (Period of Restricted Change) and PoHCA (Period of Heightened Change Awareness).
• Contributing to risk mitigation across IT Services by supporting governance and operational activities, and by guiding change requestors through best practices.
• Monitoring and assuring the quality of IT Change Requests by managing queue access and assignment, and regularly assessing the quality of submitted changes.
• Managing day-to-day processing of low-risk IT Changes.
• Driving continual improvement within the Change Enablement Practice by identifying and supporting enhancements to processes, tools, and stakeholder engagement.
• Providing regular reporting (daily, weekly, monthly) on operational Change Requests and the overall Change process, including ad hoc reports as required.
• Supporting HMRC colleagues and suppliers with the use of ITSM tools, such as ServiceNow and following the change enablement policy and process.
• Developing documentation for the Change Enablement Practice, including policies, processes, and user guides.
• Producing data analysis and reporting to support internal and external audit activities and identify improvement opportunities.
• Tracking and reporting failed changes weekly, working with change owners and deployment teams to identify root causes and drive improvements.
• Acting as a Quality Coordinator, supporting the management and maintenance of the Change Enablement process, policy, and associated documentation.
• Utilising AI-driven insights and automation to identify and implement continuous improvement opportunities across stakeholder groups, promoting the adoption of Standard Changes and more effective use of maintenance slots to reduce manual effort and enhance operational efficiency., We'll assess you against these behaviours during the selection process:
• Communicating and Influencing
• Working Together
• Changing and Improving
• Making Effective Decisions
• Delivering at Pace
• Developing Self and Others, We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate., HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK. Feedback will only be provided if you attend an interview or assessment., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service, Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Do you have experience in ServiceNow?, * The role holder will have practical experience in Change Enablement, with at least an understanding of ITIL 4 service management frameworks.

• Demonstrates a working understanding of Change Enablement processes, with insight into how ITIL principles can guide and strengthen our practice and organisational maturity.
• Ability to assess IT changes for potential impact to services and promote best practice in Change Enablement.
• Strong analytical skills, with the ability to process information and produce detailed reports and insights using ServiceNow data and other ITSM tool sets.
• Understanding of related ITIL practices such as Release Management, Configuration Management, Incident Management, Problem Management and Service Transition.
• Familiarity with Agile and DevOps environments and how they interact with Change processes.
• Written Communication, able to produce clear, concise documentation and reports that are tailored to the needs of different audiences.
• Verbal Communication, confident in articulating ideas and information effectively in meetings, presentations, and stakeholder discussions.

Desirable Criteria

• ITIL v4 Foundation (desirable)., * Communicating and Influencing
• Working Together
• Changing and Improving
• Making Effective Decisions
• Delivering at Pace
• Developing Self and Others, Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).