> Markdown version of [/jobs/ext/2447344-it-service-analyst](https://www.wearedevelopers.com/jobs/ext/2447344-it-service-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Analyst - **Company:** HM Revenue & Customs - **Location:** Birmingham, UK (Remote available) - **Salary:** £31,096.0 - £33,270.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, Software Applications, Databases, Power BI, Microsoft SharePoint, Microsoft Power Automate, Office365, Technical Debt - **Published:** August 24, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=e9226f8b973e3b68 ## 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., 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 standard (or equivalent) criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. ## 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, 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. ## Related Videos - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [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) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) ## 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) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)