Incident Analyst

Can you communicate clearly with technical and non-technical stakeholders during high-pressure situations?

Do you have knowledge of ITIL Processes and best practice for Incident and Request Management?

Have you used analytical tools or dashboards to spot anomalies, trends, or early signs of potential issues?

As an Incident Analyst, you will play a key role in maintaining the stability and reliability of critical services within the DVSA. You will be responsible for managing and coordinating the response to incidents, ensuring service disruptions are resolved as quickly and effectively as possible, while minimising impact on users and business operations.

Working within a fast-paced operational environment, you will monitor live services, triage incoming incidents, and collaborate with technical teams, suppliers, and stakeholders to drive timely resolution. You will also support major incident management processes, providing clear communication and updates to ensure stakeholders are informed throughout the incident lifecycle.

This role requires strong analytical thinking, excellent communication skills, and the ability to remain calm under pressure. You will contribute to continuous improvement by identifying trends, supporting root cause analysis, and helping to implement preventative measures to enhance service resilience.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers, * Assist with managing Major Incidents and preparing and issuing business communications within agreed time frames.

• Supports the Incident process to restore normal service operation as quickly as possible, minimising the impact to business operation.
• Escalate incidents to other teams as stated in the service level agreement or operational level agreement.
• Ensure and drive adherence to Incident and Request Management process, procedures and policies amongst all delivery teams.
• Identify potential problems and/or increasing trends of repetitive Incidents.
• Communicate with all stakeholders regarding P1 & P2 incidents within the agreed KPI’s, ensuring the comms are clear, precise, and not too technical.
• Create any knowledge articles with repeatable procedures with a goal of reducing the number of incidents.
• Facilitate discussions and identify actions to ensure that resolver teams are working in line with Incident Management Processes., We'll assess you against these behaviours during the selection process:
• Making Effective Decisions
• Managing a Quality Service
• Working Together
• Communicating and Influencing, At sift, you will be assessed against the following Success Profile elements:

Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (750 wordcount). Please provide evidence of your Experience of the following:

• Describe a time when you managed or contributed to resolving an incident. Please explain how you prioritised the incident, the steps you followed through the lifecycle, and what the outcome was.
• Describe a time when you gathered and analysed information from multiple sources to support incident management or service delivery. How did you interpret the data, and what insight or outcome did your analysis lead to?”

The sift will take place week 22nd June 2026.

If successful at this stage, you will then be invited for interview & assessment.

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

Behaviours – Making Effective Decisions, Managing a Quality Service, Working Together and Communicating and Influencing, As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

Hate speech or discriminatory behaviour

Threats or acts of violence

Illegal activity or substance misuse

Sexually explicit material

Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle—it’s about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

Feedback Feedback will only be provided if you attend an interview or assessment.

Do you have experience in ServiceNow?, * Proven experience in incident management, service operations, or a similar IT/service delivery environment

• Strong analytical and problem-solving skills, with the ability to assess incidents quickly and make informed decisions under pressure
• Excellent communication skills, able to clearly convey information to both technical and non-technical stakeholders
• Ability to prioritise workloads and manage multiple incidents in a fast-paced environment
• Experience of working collaboratively within multidisciplinary teams
• Strong attention to detail and a commitment to maintaining accurate records and documentation
• Good understanding of ITIL service management framework or equivalent experience
• Knowledge of major incident processes and tools (e.g. ServiceNow or similar platforms), Essential qualifications/licenses: Currently hold or be willing to work towards
• ITIL V3 /V4 foundation or higher
• MIM (Major Incident Management) Professional

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

Occasional travel to other offices will be required, which may involve overnight stays.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Pulled from the full job description

• Annual leave
• Employee discount
• Employee assistance programme
• Company pension, Alongside your salary of £30,485, Driver and Vehicle Standards Agency contributes £8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies .