About the job

Job summary

This position is based nationally

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Location:   London / National

                     Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future 

Term:          Permanent 

Interview:   Video conference via Teams 

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band). 

DDaT:

Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary.  This role is within the IT Operations Job Family, is a Problem Manager role at Problem Analyst level, but carries the title Problem and Incident Analyst within DTS. 

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list. 

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service 

Job Description:

The role has potential for future management responsibility dependent of the growth and expansion of HMCTS Digital and Technology Services team. The role will support the ongoing expansion of digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation. 

The Incident/Problem Analyst will aim to assist with restoring normal service operations as quickly as possible and minimise any adverse effect on business operations and the end users of our services. This is to ensure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate or resolve, or both. This can include ensuring that SLA’s are continually achieved, review of incident and problem metrics and provide guidance for all current and new HMCTS Digital products. As an Incident/Problem Analyst, you will assist in supporting the resolution of significant outages including P1 (significant service disruption, outage, etc. ) and/or P2 (significant degraded service, infrastructure impact, etc.) incidents and report issues to incident and problem management while in process of assisting resolution incidents and problem records. You will also be expected to work closely with workplace services, infrastructure, application operators and communication managers to resolve incidents and problems. 

This role reports to the Problem Manager, who will work together to share expertise and provide cover. 

Key Responsibilities: 

Operations:

• Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Pull out issues through agile health-checks with the team to provoke the right responses.
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Assisting the major incident management team with the Investigation and resolution of incident(s) to minimise the negative impacts by assisting with restoring normal service operations as safely and quickly as possible.
• Support in initiation and monitoring of actions to investigate patterns and trends to resolve problems, including consulting specialists where required.
• Understand core concepts related to the role and apply them with guidance.
• As a result of the trending, identify needs and engage with users or stakeholders to collate user needs. Understand and define requirements that fit business needs, using quantitative and qualitative data about users to turn user focus into outcomes.
• Support problem management with investigations relating to live services, incidents or proactive problem identification. 

Analysis and Modelling:

• Prepare and maintain analysis of data and requirements to understand user needs, prepare and deliver guidance and communications to support operating and improving their performance of the Service Management team for Incident and Problem Management. 

Skills & Experience:

• We’re looking for an individual with strong interpersonal skills who likes working with delivery focused and agile multidisciplinary teams.
• You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required. 

Essential Criteria:

• A good understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Experience of working collaboratively with multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
• A strong background with knowledge and experience with workplace products or a strong business background with an understanding of HMCTS users and the technology used. 

Application process: 

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview. 

Experience – As demonstrated in your application form.

DDaT Assessment – During the interview, you will be assessed against the DDaT framework

Behaviours – You will be required to provide evidence of the following key behaviours at Level 3

Behaviours – We will be using the behaviours below. 

• Delivering at Pace
• Changing & Improving
• Managing a Quality Service

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £32,827, HM Courts and Tribunals Service contributes £8,896 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.