IT Service Analyst in East Kilbride

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The Business Developed Applications (BDApp) team is part of the Chief Digital Product Office (CDIO). We use modern technology and processes to provide software products, predominantly for the Customer Service Group (CSG), with opportunities to support services across HMRC and internationally.

We develop new software and maintain around 140 existing and legacy products across HMRC. We also review our software to make sure it meets legislation, HMRC regulations and governance standards, while helping to reduce technical debt and complexity in the CSG BDApp environment.

The IT Service Analyst will support the governance of our BDApp portfolio and help ensure our products meet HMRC governance requirements, GOV.UK responsibilities and internal incident management service level commitments.

You will need a good understanding of Microsoft 365 and its capabilities, together with a willingness to learn and help improve the team's approach to governance.

As an IT Service Analyst, you will be part of a small multi-location team responsible for supporting the Business Developed Applications Service in CDIO. The team manages incident management activity and governance across the BDApp portfolio.

You will work in a busy and changing environment, so you will need to be customer focused and committed to quality and continual service improvement. You will have the opportunity to develop new skills while supporting users, developers and internal CDIO colleagues to make sure our products support HMRC objectives.

You will work with colleagues in the CDIO CSG BDApp team and the HMRC BDApp Central Governance team to maintain accurate documentation, meet appropriate standards and provide useful management information. You will also manage service incidents using HMRC's incident management process and help the team meet relevant Service Level Agreements (SLAs).

Person specification

We are looking for someone who has:

• Strong problem-solving skills, with the ability to diagnose issues, assess options, resolve problems and escalate when needed.

You will be able to:

• Use incident management processes to support the timely resolution of service issues.
• Carry out root cause analysis and help prevent repeat problems.
• Create and maintain checklists, guidance and knowledge materials.
• Use Microsoft 365 tools, such as SharePoint, Teams, Lists, Excel, Forms, Planner, Power Automate or Power BI, to manage information, support reporting and improve team processes.
• Work independently, share information and support colleagues with service requests.
• Identify opportunities to improve processes, documentation and ways of working.
• Engage with users, developers and stakeholders to understand needs and support effective service outcomes.
• Produce clear management information and reports within agreed timescales.
• Support governance and compliance activity by helping ensure products, processes and documentation meet organisational standards.
• Show an awareness of technical concepts, support models and terminology used within an IT service environment.

Essential Criteria:

• Experience of working within an IT or customer service environment, with an understanding of service management principles such as service requests, Service Level Agreements (SLAs), escalation routes and support processes.
• Experience of working within established governance frameworks, adhering to organisational policies, procedures, and best practice, whilst maintaining accurate and up-to-date documentation.
• Proven ability to build and maintain effective working relationships with customers, users and stakeholders, providing high-quality support and collaborating with colleagues to achieve shared objectives.
• Experience of gathering, analysing, and presenting information, producing accurate and timely reports to support operational performance and informed decision-making.
• Experience of identifying opportunities to improve processes, systems, or ways of working, contributing to service enhancements and continuous improvement initiatives.

Benefits

Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.