64704 - Service Request Analyst (Catalogue Editor)
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.
Service Request Analyst (Catalogue Editor)
Location: National*
Closing Date: 30/09/2022
Interviews: w/c 17/10/2022
Grade: HEO
Salary: London £35,405 - £39,000
National £31,265 - £34,446
Vacancy number: 64704
*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found here
The Role
We’re recruiting for a Service Request Analyst (Catalogue Editor) here at MoJ Digital & Technology, to be part of our warm and collaborative Service Operations team.
As a Service Request Analyst you will contribute to the development and delivery of a high-quality service request management service. You’ll work in the service integration and management (SIAM) model and essential to your success will be the ability to build and maintain effective relationships with a variety of suppliers, both internal and external, and business stakeholders.
You will act as an escalation point for our suppliers and business stakeholders where requests are not covered by procedure. You will also liaise with information security teams as required with responsibility for the operation and improvement of the governance framework and process. Additionally, you’ll have responsibility for the integration and coordination of supplier catalogue maintenance requests, managing reported issues or information requests.
To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.
Key Responsibilities:
- Assure compliance of the service request management process for catalogue maintenance
- Contribute to the creation of support documentation and knowledge articles to support ‘catalogue maintenance’ ensuring process maintenance
- Monitor and drive performance of the process, data and tooling configuration to support catalogue services
- Line management
- Manage escalations on behalf of all stakeholders
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Person Specification
Essential
- Strategic Thinking:
Able to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. Can focus on outcomes rather than solutions and activities.
- Service Reporting:
Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service
- User Focused:
Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities
- Relationship Management:
Identifies, analyses, manages and monitors relationships with and between stakeholders. Clarifies mutual needs and commitments through consultation and consideration of impacts. For example, the co-ordination of all promotional activities to one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier; assistance to the customer to ensure that maximum benefit is gained from products and services supplied.
Desirable
- Continuous service improvement
- Understanding of service management framework
- Ownership and initiative
- ITIL v3 Foundation qualified, and ServiceNow fundamentals knowledge.
You will be required to meet the requirements for BPSS clearance
We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.
Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.
How to Apply
Candidates must submit a 500 word Suitability Statement and supporting CV which describes how you meet the requirements set out in the Person Specification above.
In D&T, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
- Making Effective Decisions
- Communicating and Influencing
- Working Together
- Delivering at Pace
Your application will be reviewed against the Person Specification above by a diverse panel.
Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference
Should we receive a high volume of applications, a pre-sift based on candidates submitting both a statement of suitability and CV will be conducted prior to the sift.
Terms & Conditions
Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements.
If you have any questions please feel free to contact recruitment@digital.justice.gov.uk
30/09/2022, 23:55 hours.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
This job is broadly open to the following groups:
· 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) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
· 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
Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.