82787 - Senior Problem Analyst

The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403. Your salary will be dependent on your base location
Total pay in the range of '£30,001 to £40,000, £40,001 to £50,000' are subject to capability, skills and experience. Salary may consist of base pay and a Recruitment and Retention Allowance (RRA)
12 Months
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
Full Time, Part Time/Job Share, Flexible Working
Digital, Information Technology

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.

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: London: £37174 - £40403 (which may include an allowance of up to £851) - National: £32827 - £35678 (which may include an allowance of up to £61)

Working pattern: Full-time, part-time, flexible working.

Contract Type: Permanent 

*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found Map of Offices

The Role

We’re recruiting for a Senior Problem Analyst here at Justice Digital, to be part of our warm and collaborative Service Operations team. 

The role of the senior problem analyst will have experience of leading ITSM capabilities and operating in a complex digital and technology landscape, accountable for the development and delivery of high-quality Problem Management process. 

Working in a Service Integration and Management to build and maintaining effective relationships with a variety of suppliers, both internal and external as well as other members of Problem, Incident, Change and CSI Management and the wider Service Operations audience ensuring the area of Problems as a SIAM provider to third party providers establishing appropriate governance structures to underpin this. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Justice Digital strategy 2025 

Key Responsibilities:

  • Operate and input to the Problem Management governance framework.
  • Manage the Integration, coordination and assurance of IT suppliers’ problem management activities.
  • Continual assessment and monitoring of potential problems.
  • Proactive management of identified potential future problems to prevent their occurrence.
  • Creating and presenting reports on data analysis to identify potential problem records.
  • Reactive review of detected problems and coordination of business response – including that of relevant IT suppliers.
  • Communication of problem status to appropriate stakeholders.
  • Monitoring, tracking and assuring root cause analyses of detected problems, and coordination of lessons learned activities in order to proactive prevent reoccurrence of that or a similar problem.
  • Ensuring that CSI’s and risks are identified and are logged and progressed with relevant parties.
  • Reactive Incident trending – data driven to identify potential problem records.
  • Implement Known Error Database articles.
  • Working collaboratively with Suppliers & Key stakeholders to identify trends and incident patterns.
  • Creating and managing Problem Records.
  • Consulted and informed for Supplier issues – having a holistic view for the wider team and across all suppliers.
  • Work with the Problem Management managers and Lead inputting to define strategic vision and operational viewpoints.
  • Integrate suppliers to provide maximum coordination across Problem Management activities.
  • Assess processes and identify trends, discrepancies and opportunities for improvement.
  • Work with Process Owners / Service Managers to identify improvements. 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply! 


  • 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
  • We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
  • 10% dedicated time to learning and development with a budget of £1000 a year per person
  • Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
  • 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
  • Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
  • Wellbeing support including access to the Calm app.
  • Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
  • Bike loans up to £2500 and secure bike parking (subject to availability and location)
  • Season ticket loans, childcare vouchers and eye-care vouchers.
  • 5 days volunteering paid leave.
  • Free membership to BCS, the Chartered Institute for IT.
  • Some offices may have a subsidised onsite Gym. 

Person Specification


  • Comfortable with using/collating & manipulating data from various sources to produce a desired output that can then be used for more in depth analysis.
  • Experience of analysing data to identify specific trends in operational activity and then using these insights to drive improvements in service and/or operational process.
  • Able to effectively manage/prioritise multiple tasks and deliver key objectives/outputs to agreed timelines.
  • Experience of engaging and working collaboratively with colleagues across other IT Service Management teams/external partners to achieve desired outcomes.

Willingness to be assessed against the requirements for SC 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 CV and statement of suitability (of approximately 500 words) which describes how you meet the requirements set out in the Person Specification above. Candidates who do not submit both a CV and a separate statement of suitability will not be invited to interview. 

In Justice Digital, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience and the following Behaviours during the assessment process: 

  • Seeing the Bigger Picture
  • Making Effective Decisions
  • Communicating and Influencing 

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 “Experience of engaging and working collaboratively with colleagues across other IT Service Management teams/external partners to achieve desired outcomes” will be conducted prior to the sift. 

Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application. 

A reserve list may be held for a period of up to 12 months from which further appointments may be made. 

Disability Confident Scheme & Reasonable Adjustments

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) ensuring all candidates with disabilities who meet the minimum selection criteria are invited to interview. 

More information can be found here - https://www.gov.uk/government/collections/disability-confident-campaign 

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, please contact recruitment@digital.justice.gov.uk

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

London: £37174 - £40403 (which may include an allowance of up to £851) - National: £32827 - £35678 (which may include an allowance of up to £61)

22/01/2024, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 82787.
Security Clearance (SC)

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.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

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

There is 1 interview stage for this vacancy.

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.

For further information and to apply for this position please see the following link: https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=178.

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.