IT Service 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 an IT Service Analyst in the Software Developers Support Team (SDST), you will provide frontline support to API consumers (External Software Developers and Other Government Departments etc).

This includes managing service desk tickets, ensuring accurate documentation, and handling incidents and service requests in line with agreed service level agreements (SLAs).

You will support the Service Desk Manager, Service Managers and manage team workflow; triaging, prioritising, and responding to, or escalating software developers’ queries and issues. This includes engaging in incident management, analysing recurring issues, and contributing to root cause analysis and problem prevention activities where needed., * Providing technical support to external software developers, helping them understand what is needed to successfully develop, test and release software that meet HMRC standards.

• Creating XML / RESTful API test files/calls to replicate issues, and test service functions.
• Taking ownership of problems – being proactive in prioritising and resolving technical issues for developers and contributing to root cause identification and documentation.
• Monitoring and managing service availability, workflow and developer queries to meet targets/key performance indicators (KPIs); including ticket management, trend analysis and maintaining high-quality service desk records.
• Contributing to and sharing ideas on how to improve processes, recognising the importance of evidence-based solutions and good analysis; including recommending checklists and controls to prevent repeat problems.
• Fully supporting the Service Desk Manager and being a contributing member of the wider Service Desk team, working closely with resolver groups where appropriate.
• Working with internal delivery teams to agree Service Level Agreements (SLAs) and support models for new API services.
• Producing good quality, timely and informative reports, or dashboards, as and when needed., 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 XML?, As the successful candidate, you will be self-motivated, a confident communicator with good interpersonal skills. You will also be able to write clearly and concisely when responding to queries.

You will learn how to create XML test files and, by using documentation on the HMRC developer hub, how to create scripts/calls in sandbox environment.

You will have an eye for detail, with the ability to quickly understand and route out problems, perform basic analysis of output trends, and navigate and use various digital tools e.g. Outlook, DeskPro, Confluence, Jira, Trello, Service Now, Microsoft 365, Kibana, etc.

This is an exciting opportunity suited to someone who enjoys problem solving, has some good analytic skills, a commitment to self-improvement and enjoys working in a dynamic environment., * Service Desk / ITSM Ticket Handling to SLA Demonstrable experience responding to, documenting and progressing incident and service request tickets in line with agreed service levels (SLAs), including maintaining accurate records.

• Diagnosis, Resolution and Escalation Proven ability to diagnose and evaluate technical issues, resolve where possible, and escalate/route complex problems to resolver groups with clear evidence and context.

• Root Cause Thinking & Problem Prevention Experience contributing to root cause analysis and implementing or recommending practical controls (for example checklists, standard responses, knowledge articles) to reduce repeat incidents.

• Customer-Focused Support for Technical Users Ability to provide clear, concise written responses and guidance to technical customers (for example developers or integration partners), ensuring information is accurate and actionable.

• Operational Reporting & Trend Awareness Experience monitoring workload and/or service performance using KPIs, trends or reporting, and using that insight to prioritise work and support continuous improvement.

• Working Independently & Sharing Knowledge Evidence of working independently, managing your own queue/priorities, and sharing information effectively to support team outcomes.

• Technical Evidence Gathering (Sandbox / Replication) Ability (or proven aptitude) to replicate issues and gather evidence using documentation and test environments (for example creating test inputs such as XML files or API calls) to support diagnosis and resolution.

Transitional Sites Information

If your location preference is for the following site, it’s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time., * A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification outlined in the advert.

• Separate 250-word statements addressing the specified Behaviours - Managing a Quality Service, Making Effective Decision and Seeing the Big Picture.

Please evidence any Desirable Criteria where applicable, up to 250 words max. This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview., 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 £31,096, HM Revenue and Customs contributes £9,008 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.

At HMRC, we are already one of the most digital advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge! For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference. HMRC is made up of Customer Groups which are working independently towards one common goal. Our role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our digital delivery centres are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities. We provide platforms for delivering Application Programming Interface (API) access to HMRC systems. We also provide artefacts and support for API consumers (software developers and other Government Departments) to build and manage authorised software that seamlessly integrates with HMRC digital services. We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions., 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).