IT Operations Analyst

Location: Newport, Liverpool, Norwich or Birmingham

Term: Permanent, Compressed Hours

Hours: Full time

Closing date: 29/06/25

Would you like to be a part of a digital transformation journey and be part of a team that is constantly evolving? Do you want to be involved in work that has a meaningful purpose? If yes, then this could be the role for you!

Job Summary

CCS is looking for an individual to help us deliver best in class, highly available Digital Services, ensuring that all service and support functions remain responsive to our customer needs. You will play a key role in ensuring that we embed a high-quality operations structure that will be reflective of legislative and regulatory requirements, as well as good practice and guidance. We are looking for someone who can analyse operational usage trends and issues, and who can initiate and implement processes and improvements to how we run our services.

Directorate Overview

The Digital & Data Services (DDS) directorate is at the heart of CCS's digital transformation journey, responsible for delivering modern, efficient, and user-centred digital services that support over £30bn of public sector procurement annually. We're building a world-class digital capability that will revolutionise how the public sector buys common goods and services.

Team Summary

The post sits within Digital Services (DST) Technical Operations, a team of 11 who are responsible for the ongoing development, delivery and support of over 20 digital services to internal users and our customers and suppliers, attaining a system uptime across these services of over 99.9%. The post reports to the Operations Manager and currently has no line management responsibility.

Responsibilities

• Reporting to the Operations Manager, you are expected to demonstrate attention to detail, willingness to acquire familiarity with new applications and a collaborative attitude to enable delivery of an excellent end-to-end technology operations service for CCS customers.
• Ensure that we have adequate application maintenance and support plans in place and manage the external suppliers of these contracts.
• Be responsible for the availability, resilience and continuity of core Systems, managing to agreed SLAs and operational performance targets.
• Monitoring of core systems, identifying and proactively managing events before they become incidents which impact business operation.
• Be part of any major incident resolution process, including Incident trend analysis, root cause analysis, knowledgeable article updates and reporting.
• Provide support to the continuous review of business continuity plans for the Services and Systems delivered by the Technology Operations team.
• Work with the Service Transition Managers and delivery teams to ensure that Operational Acceptance Criteria and other Acceptance into Service checks are met, and that services are in a ready state to transition into Technology Operations.
• Sharing knowledge and skills with other team members through maintaining documentation.

Essential Criteria (to Be Assessed At Application Stage)

• An understanding of Service Level Agreements and their application, and experience in defining and documenting SLAs and OLAs.
• Good understanding of ITIL 4 processes, likely backed up by intermediate qualifications (ideally those associated with delivery of Service Operation / Operational Support).
• Demonstrable experience analysing operational data, such as cloud service usage patterns, to provide service reports and trend analysis.
• Experience using Service Desk software, such as Zendesk, HaloITSM, Fresh or ServiceNow.
• Knowledge and understanding of Cloud technologies, such as Microsoft Azure and Amazon Web Services.

Success Profiles (To Be Assessed At Interview Stage)

Behaviours

• Making Effective Decision
• Seeing the Bigger Picture
• Delivering at Pace
• Changing and Improving

Technical

• Knowledge and understanding of ITIL4 practices and processes.
• Practical experience in use of Service Desk / Service Desk technologies.

What we will offer you, here are some of the benefits you can expect:

• Competitive salary
• Generous pension scheme
• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Flexi time scheme (available for B1-B6)
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

At CCS, we actively support, promote and celebrate our differences for the benefit of our employees, suppliers and customers. CCS is proud to be an equal opportunities employer. CCS believes that diversity and inclusion is critical to our success and we seek to recruit, develop and retain the most talented people.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.uk.

Working flexibly, delivering outcomes

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

Selection Process

Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence WC 01/07/25 and interviews will be held either at one of our offices or via video with interview times and dates to be confirmed. (Subject to change)

Please note: Applicants can make use of artificial intelligence but the information presented at application must be factual.

A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@crowncommercial.gov.uk.

Complaints procedure

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found at http://civilservicecommission.independent.gov.uk.

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact recruitment@crowncommercial.gov.uk in the first instance. If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.uk.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.