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For Companies At a Glance
- Tasks: Manage customer service functions and improve IT services through proactive problem-solving.
- Company: Join the Government Legal Department, a key player in delivering legal services across the UK government.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be part of a transformative team shaping digital government and making a real impact on public life.
- Qualifications: Experience in digital technology and IT systems is essential; relevant certifications are a plus.
- Other info: Must be willing to obtain BPSS security clearance.
The predicted salary is between 36000 - 60000 £ per year.
Location
Bristol
About the job
Job summary
About the Government Legal Department
At the Government Legal Department, we have a vital purpose: to help the Government govern well within the rule of law. Our vision is to be an outstanding legal organisation, committed to high standards of service and professionalism, and a great place to work where everyone can thrive and reach their potential.
Our work touches almost every aspect of public life. We are the largest provider of legal services across the government, handling high-profile matters.
Our professionals are involved in regulation, litigation, and legislative drafting, providing expertise to various government departments. We are central to delivering government priorities, and our success depends on our people.
GLD is a non-ministerial department led by the Treasury Solicitor, with nearly 3,000 staff, including over 2,600 legal professionals. We have offices nationwide in Bristol, Leeds, London, and Manchester, with some lawyers embedded within other departments and overseas.
GLD also relies on cross-government professionals for corporate services, which are essential in helping us achieve our purpose and deliver beyond law.
This is an exciting time to join GLD, with cutting-edge legal work on global issues and a transformation agenda to exemplify the Modern Civil Service.
To learn more, watch our introductory film, visit our microsite, and read our GLD Strategy 2024–2027.
Job description
About the Digital and Data Team
Government Digital and Data leads digital transformation in government, creating efficient services that impact people\’s lives. Find out more here.
The Prime Minister aims for one in ten civil servants to work in digital roles within five years as part of A blueprint for modern digital government.
Our mission in GLD is to provide an IT environment that\’s ‘fit for the future’, updating older systems and processes. We adopt an agile, user-centered approach, collaborating with users to develop and improve products and services, considering sustainability, environmental impact, and staff experience.
Our purpose is to equip and inspire the profession to deliver meaningful change, transforming how government works for everyone.
The Role
- Customer service management: Manage customer service functions, respond to issue reports, information requests, and access, maintaining successful relationships with customers.
- Continual service improvement: Identify opportunities for service and business improvements, analyze, prioritize, and implement them, including automation potential, assessing costs and benefits, and managing change.
- Ownership and initiative: Take ownership of problems, proactively resolve technical issues, and ensure solutions meet business needs, demonstrating accountability.
- Relationship management: Manage stakeholder relationships, clarify needs and commitments, coordinate promotional activities, and maximize benefits from products and services.
- Technical understanding: Maintain technical knowledge, stay updated on industry developments, and apply new tools and technologies cost-effectively.
Person specification
Behaviours
Demonstrating the following behaviours is essential during application and interview:
- Communicating and Influencing (Lead behaviour)
- Managing a Quality Service
Technical Experience
Essential – must be demonstrated at application and/or interview:
- Experience in digital and related technology fields and digital transformation programs.
- Experience working with IT systems, financial systems, and ServiceNow.
Technical Qualifications
Recognized qualifications and certifications such as Microsoft and ITIL are essential.
Security Clearance Level
All GLD employees must hold BPSS security clearance. If successful, you must obtain or be willing to obtain the required clearance. More information here.
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IT Service Analyst - GLD - HEO employer: Government Digital and Data
Contact Detail:
Government Digital and Data Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Analyst - GLD - HEO
✨Tip Number 1
Familiarise yourself with the Government Legal Department's mission and values. Understanding their commitment to high standards of service and professionalism will help you align your responses during interviews and discussions, showcasing how you can contribute to their goals.
✨Tip Number 2
Network with current or former employees of the GLD, especially those in digital roles. They can provide valuable insights into the work culture and expectations, which can help you tailor your approach and demonstrate your understanding of the role during the application process.
✨Tip Number 3
Stay updated on the latest trends in digital transformation and IT service management. Being knowledgeable about current technologies and methodologies will not only boost your confidence but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 4
Prepare examples of how you've successfully managed customer service functions or improved processes in previous roles. Highlighting your experience in these areas will demonstrate your capability to meet the demands of the IT Service Analyst position effectively.
We think you need these skills to ace IT Service Analyst - GLD - HEO
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the IT Service Analyst position. Tailor your application to highlight relevant experiences that align with customer service management, continual service improvement, and technical understanding.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in digital transformation programs and working with IT systems. Mention specific projects or roles where you demonstrated ownership and initiative in resolving technical issues.
Showcase Technical Skills: List any relevant qualifications and certifications, such as Microsoft and ITIL, in your application. Provide examples of how you've applied these skills in previous roles, particularly in relation to service management and stakeholder relationships.
Communicate Effectively: Use clear and concise language in your application. Demonstrate your ability to communicate and influence by providing examples of how you've successfully managed relationships with customers and stakeholders in the past.
How to prepare for a job interview at Government Digital and Data
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an IT Service Analyst at the Government Legal Department. Familiarise yourself with customer service management, continual service improvement, and relationship management as these are key aspects of the role.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with digital technologies and IT systems, particularly ServiceNow. Highlight any relevant qualifications like Microsoft or ITIL certifications, as these will demonstrate your technical understanding and commitment to the field.
✨Demonstrate Problem-Solving Abilities
During the interview, provide examples of how you've taken ownership of problems in the past. Discuss specific instances where you proactively resolved technical issues and how your solutions met business needs.
✨Communicate Effectively
Since communication and influencing are key behaviours for this role, practice articulating your thoughts clearly. Be ready to explain complex technical concepts in a way that is easy to understand, showcasing your ability to manage stakeholder relationships.
