ITSM Practice Analyst - Driver and Vehicle Licensing Agency - HEO
Government Digital & Data -
Location
Swansea
About the job
Job summary
Are you knowledgeable in IT Service Management (ITSM) and looking to develop this further, being involved in a vast array of services that touch nearly all UK households?
Do you like the sound of a multi-faceted role, working closely with product teams and business stakeholders to perform ITSM in a modern and progressive way, developing your skillset at pace?
If so, we would love to hear from you!
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 DVLA Driver and Vehicle Licensing Agency - Department for Transport Careers
Job description
Our ITSM Practice Analyst roles work within a small, multi-skilled team that operates a wide range of ITSM practices / functions across a particular area (‘tower’) of DVLA’s services – namely Drivers, Vehicles or Core. This team manages the ITSM practice activities of all ITS (DVLA’s IT department) service and support functions relevant to the tower, defining and ensuring performance against OLAs for these activities, underpinning wider IT Service Management’s ability to deliver services in accordance with agreed SLAs and experience factors aligned to business and customer needs.
Required to possess a good level of industry best practice knowledge / experience in ITSM practices / functions, the ITSM Practice Analyst is responsible for performing many of the process tasks and activities which underpin the overall operation of the practices for the service tower. In doing so, they engage with a vast range of product-based DevOps engineering squads and Agile delivery teams, as well as other Service Management and Business stakeholders, making this role a fantastic opportunity to interact with colleagues across the entire IT eco-system.
Your responsibilities will include but will not be limited to:
- IT Service Management Framework and Practices: Applying your knowledge / experience of industry best practice, being responsible for performing underpinning process tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower, in line with the documented processes, activities and success factors for each practice:
- Incident Management
- Problem Management
- Change Enablement
- Service Transition
- Service Configuration Management
- Service Continuity Management
- Capacity and Performance Management
- Monitoring and Event Management
- Continual Improvement
- Management of SSL/TLS Certificates
- Technical understanding: Show sufficient awareness of core technical concepts to be able to facilitate and contribute to conversations with technical teams, using high-level technical information to undertake ITSM practice activities effectively.
- Service focus: Possess awareness of the holistic ITSM / service context when conducting practice work to avoid a narrow or siloed task view, seeking guidance where necessary.
- Continual service improvement (CSI) and business analysis: Show an awareness of developing process efficiency and common ways in which processes are optimised, supporting continual improvement activities of the practices.
- Ownership and initiative: Take ownership and adopt a pro-active mindset in your approach to all practice work, ensuring that the underpinning process tasks and activities are ultimately adding value. Engage with stakeholders for these underpinning tasks and activities pro-actively and directly.
For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on 22nd April at 11:30am. Please click here to book on.
Person specification
We are looking for someone who has a passion for ITSM and enjoys working in a dynamic, innovative and progressive way, ensuring that ITSM interfaces effectively with DevOps and Agile practices also adopted at DVLA . We’d like someone with natural initiative who will take pride in their work, able to engage with and co-ordinate the activities of a wide range of colleagues of varying skillsets.
We want you to be able to communicate well and build positive relationships with a wide range of stakeholders and engineering teams in particular, being able to hold high-level conversations with them about technical information. Having a curious mind with an interest in problem solving and improving processes or ways of working is also incredibly welcome.
We would also love for you to come and tell us about why your attributes are suited to the role!
If you do not already hold the certifications listed on the role profile, then you must be willing to work towards these once in role and will be supported in this.
