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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Analyst - **Company:** HMRC - **Location:** East Kilbride, UK - **Salary:** £31,096.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, Software Applications, Power BI, Microsoft SharePoint, Microsoft Power Automate, Office365, Technical Debt - **Published:** August 26, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2941842608-2 ## About the Role You will need a good understanding of Microsoft 365 and its capabilities, together with a willingness to learn and help improve the team's approach to governance., Strong problem-solving skills, with the ability to diagnose issues, assess options, resolve problems and escalate when needed., * Experience of working within an IT or customer service environment, with an understanding of service management principles such as service requests, Service Level Agreements (SLAs), escalation routes and support processes. * Experience of working within established governance frameworks, adhering to organisational policies, procedures, and best practice, whilst maintaining accurate and up-to-date documentation. * Proven ability to build and maintain effective working relationships with customers, users and stakeholders, providing high-quality support and collaborating with colleagues to achieve shared objectives. * Experience of gathering, analysing, and presenting information, producing accurate and timely reports to support operational performance and informed decision-making. * Experience of identifying opportunities to improve processes, systems, or ways of working, contributing to service enhancements and continuous improvement initiatives. ## Description 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. Visit our YouTube channel to watch the full series and come and discover your potential. The Business Developed Applications (BDApp) team is part of the Chief Digital Product Office (CDIO). We use modern technology and processes to provide software products, predominantly for the Customer Service Group (CSG), with opportunities to support services across HMRC and internationally. We develop new software and maintain around 140 existing and legacy products across HMRC. We also review our software to make sure it meets legislation, HMRC regulations and governance standards, while helping to reduce technical debt and complexity in the CSG BDApp environment. The IT Service Analyst will support the governance of our BDApp portfolio and help ensure our products meet HMRC governance requirements, GOV.UK responsibilities and internal incident management service level commitments., As an IT Service Analyst, you will be part of a small multi-location team responsible for supporting the Business Developed Applications Service in CDIO. The team manages incident management activity and governance across the BDApp portfolio. You will work in a busy and changing environment, so you will need to be customer focused and committed to quality and continual service improvement. You will have the opportunity to develop new skills while supporting users, developers and internal CDIO colleagues to make sure our products support HMRC objectives. You will work with colleagues in the CDIO CSG BDApp team and the HMRC BDApp Central Governance team to maintain accurate documentation, meet appropriate standards and provide useful management information. You will also manage service incidents using HMRC's incident management process and help the team meet relevant Service Level Agreements (SLAs)., * Use incident management processes to support the timely resolution of service issues * Carry out root cause analysis and help prevent repeat problems * Create and maintain checklists, guidance and knowledge materials * Use Microsoft 365 tools, such as SharePoint, Teams, Lists, Excel, Forms, Planner, Power Automate or Power BI, to manage information, support reporting and improve team processes * Work independently, share information and support colleagues with service requests * Identify opportunities to improve processes, documentation and ways of working * Engage with users, developers and stakeholders to understand needs and support effective service outcomes * Produce clear management information and reports within agreed timescales * Support governance and compliance activity by helping ensure products, processes and documentation meet organisational standards * Show an awareness of technical concepts, support models and terminology used within an IT service environment., We'll assess you against these behaviours during the selection process: * Managing a Quality Service * Changing and Improving * Working Together ## Related Videos - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Resolving technical debts in software architecture](https://www.wearedevelopers.com/videos/1680-resolving-technical-debts-in-software-architecture) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Your Code as a Crime Scene](https://www.wearedevelopers.com/videos/1342-your-code-as-a-crime-scene) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)