About the job

Job summary

Are you skilled at spotting business challenges and offering technical support?

Are you a great communicator?

If you're a student ready to dive into a year of industry experience, we want to hear from you!

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

Picture yourself earning while you learn, gaining skills that will shape your career. As an IT Service Analyst in our industrial placement, you'll make a real impact!

Within CDIO, our IT Service Analysts play a crucial role in supporting IT Service Managers to deliver top-notch information and communication technology services. You'll collaborate with teams from IT service operations, becoming an integral part of the Government Digital and Data profession.

Joining a dynamic multi-sourced service support team, you'll adopt a customer-centric approach across various locations, focusing on service availability and performance. Your responsibilities include implementing service level management, supporting and escalating to relevant IT service operations functions.

As a key player, you'll ensure IT hardware and software provide optimal value for money, aligning with business and user requirements. Your role involves handling change requests, managing interfaces with suppliers, and overseeing policies, process maps, and software rollouts. It's your chance to thrive in a supportive environment and contribute to the efficiency of IT services.

As a IT service analyst, you will:

• Support the IT Service Manager, making sure that business relations within the organisation are managed to enable delivery of ICT services.
• Work as part of a team to ensure service level agreements and operational level agreements are in place with both external and internal teams.
• Ensure internal and external suppliers carry out processes to ITIL standards.
• Liaise with other IT service functions to make sure that services are maintained.
• Support the implementation and deployment of IT releases and new functionality.
• Deliver new functionality required by the business while protecting the integrity of existing services.
• Manage the day to day running of a Major IT Live Service including; analysis of incidents and problems to identify root cause and produce recommendations, Interrogation of Service Management tooling to identify trends.
• Ensure proper control of service assets and configuration items, making accurate and reliable information readily available when needed.

Maintain services, identify risks, and escalate where technical debt exists, ensuring appropriate funding for mitigation.

Get ready for an engaging Q&A experience! We're here to tackle all your questions about the Industrial Placement Scheme and dive into any queries about the role. Join us on Microsoft Teams for an interactive session that promises valuable insights. For more details, feel free to connect with kyle.collins@hmrc.gov.uk It's your chance to discover, inquire, and explore!

Person specification

Essential Criteria:

We are looking for an industrial placement with:

• Analytical, self-motivated with excellent attention to detail
• Strong communication skills, both orally and in writing
• Able to work under pressure, manage your time effectively and work on your own initiative
• Strong decision making and problem-solving skills
• Experience and knowledge of Microsoft Office packages
• Ability to build strong working relationships with internal and external stakeholders
• Self-motivated and dedicated to continuous learning

Eligibility Criteria:

• You must be in the penultimate year of your degree course
• Studying towards a degree in one of the following - IT, Technology Solutions, Computer Science, Human Computer Interaction or Business-related degree

If you are successful, your placement will start in early September 2024 and this will be for a minimum of 9 months. We can not accept placements any earlier than this.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.

Things you need to know

Selection process details

As part of the application process you will be asked to complete a CV and Personal Statement. Further details around what this will entail are listed on the application form.

This vacancy is using Success Profiles, and will assess your Experience.

As part of the application process you must provide: 
 
CV

Think of your CV as a snapshot of your skills, knowledge, and experience. Don't forget to mention the degree you're currently pursuing and what year of study you're in.

Complete 500 word Personal Statement demonstrating:

• Why you are interested in the role?  
• How you match the essential criteria?

Sift and Interview Process:

We will review your CV and Personal Statement especially looking at how well you meet the essential criteria above. If we receive a large number of applicants we will focus on Personal Statement only.

Following the application closing date, you may be invited to partake in a virtual interview.  This will be delivered virtually, via Microsoft Teams.
 
During the interview, we'll dive into your application, exploring your knowledge, experience, and skills related to the essential criteria. Just a heads up, feedback will only be given if you're selected for an interview. Best of luck!.   

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Interview dates to be confirmed.

A reserve list may be held for a period of up to 6 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Eligibility

To check that you are eligible to apply, review this eligibility information

Important information for existing HMRC contractual homeworkers:

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.     

Reasonable Adjustments 

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.

Diversity and Inclusion

At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.

For more information on how we make this happen, review this information on our culture and values

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. 

The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. 

Locations 

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks

Further Information

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk

Problems during the application process 

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 

If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.   

Please use the subject line to insert appropriate wording e.g. Please re-open my application - 343239 & vacancy closing date 21/03/24. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.