Senior Technical Services Support Analyst - Government Legal Department - SEO in Manchester

Location: Leeds, Manchester and Croydon. Please note, we have 1 role available in Leeds, 1 role available in Manchester and 1 role available in Croydon. You will be asked to specify a location on your application form.

About The Job

From healthcare to artificial intelligence, energy to national security, we provide legal advice to government departments on nation‑changing subjects. At Government Legal Department we have a vital, single‑minded purpose: to help the Government govern well within the rule of law. This is complemented by our exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfil our potential. Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters. Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the government’s priorities and our success depends on our people.

GLD is a non‑ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 4000 people, including nearly 3000 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas. GLD also depends on a range of cross‑functional professionals to provide our corporate services. There are nearly 1000 colleagues playing an essential part in helping GLD to achieve its purpose and truly deliver much more than law. This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service.

To find out more about what we do you can view our introductory film. On our website you can hear from team members, learn about the benefits of working for GLD. You can also read more about the future vision for GLD in our GLD Strategy 2024 – 2027.

About the Digital, Data and Cyber Team

We are building a modern digital workplace that empowers our people, strengthens collaboration and enables the organisation to operate efficiently, securely and sustainably. Through agile delivery and user‑centred approaches, we design and deliver products and services in partnership with the people who use them, ensuring solutions meet real needs and deliver lasting value. As part of the wider Government Digital and Data profession, we play a key role in transforming how government operates, enabling better outcomes for colleagues, stakeholders and the public we serve.

The Role

We are building a Digital, Data and Cyber enabled organisation at GLD and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology. Our more modern, insight‑driven, innovative approach to Digital and Data will provide outstanding experiences at the right cost, quality and pace for the whole of GLD and ensure staff and wider government clients receive a top‑quality and cost‑effective digital & technology service. The role of Senior Technical Service Support Analyst will report into the Technical Service Support Manager and will support GLD to grow and transform into a digital business through delivering digital value and outcomes. It will support the renovation of Digital, Data and Cyber, accelerate change and orchestrate our Digital, Data and Cyber management. GLD requires a consistent and strategic approach to the application of Digital, Data and Cyber across the organisation, and Digital, Data and Cyber needs to provide a consistent, transparent and efficient approach to the way that it delivers value to the business.

Key Responsibilities

• Customer service management - You will manage customer service functions, including responding to issue reports, information requests and access. You will use the results of customer satisfaction measurements to improve services. You will have a successful relationship with customers.
• Service reporting - You will take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.
• Continual service improvement - You will identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of change or assisting implementation where needed.
• Ownership and initiative - You will take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.
• Relationship management - You will identify, analyse, manage and monitor relationships with and between stakeholders. You will know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you will know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you will ensure that maximum benefit is gained from products and services.
• Strategic thinking - You take an overall perspective on business issues, events, activities and discuss their wider implications and long‑term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.
• Technical understanding - This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost‑effective use of new and emerging tools and technologies.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role. Demonstrating all the behaviours listed below is essential at either application or interview. You can read more about Success Profiles and how they are used as an assessment method before completing your application.

• Managing a quality service (lead behaviour)
• Seeing the big picture
• Leadership
• Communicating and influencing

Key Skills & Experience

Essential – must be demonstrated at application and/or interview

• Experience working with legal IT systems, financial systems and ServiceNow or similar.
• Experience of monitoring and managing a Legal Desktop Support, IT Service Desk, and VIP support functions or similar, to ensure optimal service.

Technical Professional Skills

We will be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework. Please note we are using the skills listed under the infrastructure operations engineer role in the framework.

Essential – must be demonstrated at interview

• Asset and configuration management
• Availability and capacity management
• Change management
• Coding and scripting
• Continual service improvement
• Incident management
• Ownership and initiative
• Problem management
• Service focus
• Service management framework knowledge
• Technical specialism
• Technical understanding
• Testing
• User Focus

Qualifications – Minimum Eligibility Criteria

Recognised qualifications (Microsoft), professional certifications, (ITIL) or practical experience in a digital and related technology field, digital transformation programmes.

Security Clearance Level

All GLD employees must pass BPSS. If successful for this post you must hold or be willing to obtain SC level clearance for this role. You can start this position while obtaining this clearance level, however continued appointment will be conditional upon obtaining the required security clearance.

Sponsorship and Visas

Visa sponsorship will not be given to candidates except where they are existing civil servants employed by GLD, who meet the HO/UKVI requirements for sponsorship. If you are an existing civil servant employed by GLD who requires sponsorship, you should confirm your eligibility for sponsorship for this role prior to application. Individuals should seek Home Office guidance on how new positions with the organisation impact on changes to sponsorship eligibility. Candidates with Limited Leave to Remain can apply but must have at least 12 months remaining on an existing visa which allows them to work for GLD when employment commences. Candidates must ensure that their current visa dates cover the entire period of employment or that they are eligible for non-sponsored immigration routes, to allow their employment with GLD to continue for the duration of this role. It is your responsibility to ensure that you have the right to work in the UK and hold an appropriate visa or are on an alternative route that covers the entire period of your employment. Please note, GLD will not be able to provide sponsorship for this role when your current visa arrangements expire and you will not be able to continue in your employment with GLD via sponsorship. Please allow three months for the onboarding process from the point of offer. Candidates with Indefinite Leave to Remain can apply. You will be asked to confirm your immigration status and visa type as part of the application process. If you do not meet the above requirements your application will be sifted out of the process, and you will be rejected for the role.