At a Glance
- Tasks: Design and improve operational processes in our Technology service function.
- Company: Join the national library of the UK, a hub of knowledge and innovation.
- Benefits: Enjoy 25 days holiday, flexible working, and a Civil Service pension scheme.
- Other info: We value diversity and inclusivity, welcoming applications from all backgrounds.
- Why this job: Make a real impact by enhancing service reliability and driving continual improvement.
- Qualifications: Experience in process analysis and problem-solving within ITIL frameworks.
The predicted salary is between 32619 - 32619 £ per year.
Location: Boston Spa
Contract: Permanent
Hours: Full time (36 hours)
Grade: B
Salary: £32,619 per annum
Salary review: Starting salary may be reviewed if candidate can evidence higher salary.
About the role: We are seeking a Service Process & Problem Analyst to design and improve operational processes within our Technology service function. You will ensure that documented processes exist for service requests and incident management, aligned with ITIL principles. In addition, you’ll analyse reporting data to identify recurring issues, maintain a problem register, and work with service owners to develop workarounds and permanent solutions. This role is key to enhancing service reliability and driving continual improvement across Technology. You’ll collaborate with Service Delivery Managers, third‑party providers, and senior stakeholders to standardise processes, manage documentation, and improve efficiency. From diagnosing complex problems to shaping long‑term solutions, you’ll play a critical role in ensuring our services meet user expectations and business priorities.
About us: We are the national library of the UK and we are here for everyone. Our shelves hold over 170 million items – a living collection that gets bigger every day. Although our roots extend back centuries, we aim to collect everything published in the UK today, tomorrow and far into the future. Our trusted experts care for this collection and open it up for everyone to spark new discoveries, ideas and to help people do incredible things.
What we can offer you:
- 25 days’ holiday plus 2.5 privilege days.
- Access to a defined benefit Civil Service pension scheme.
- Flexible working arrangements, including flexi‑time.
Things you need to know:
- We are unable to provide sponsorship under the UK Skilled Worker visa for this role.
- Successful candidates must undergo a criminal record check (DBS check).
- Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience.
- Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.
- We particularly welcome applications from Black, Asian, Mixed Race and other ethnically diverse candidates and disabled candidates. Creating an inclusive workplace is the core of our business and a way to engage the diversity of thought that is essential to achieve our aims.
Closes 23:59 on Monday 6 July 2026
Service Process and Problem Analyst employer: The British Library
As the national library of the UK, we offer a unique opportunity for a Service Process and Problem Analyst to contribute to a rich heritage while driving innovation in our Technology service function. Our inclusive work culture prioritises employee growth, providing access to flexible working arrangements, generous holiday allowances, and a defined benefit pension scheme, ensuring a rewarding and supportive environment for all staff. Join us in shaping the future of information access and service reliability in a role that truly makes a difference.
