About the job

Job summary

The first duty of the government is to keep citizens safe and the country secure. The Home Office has been at the front line of this effort since 1782. As such, we play a fundamental role in maintaining the security and economic prosperity of the UK. The Home Office leads on immigration and passports, refugee protection, counter-terrorism, policing, fire services, and crime and drugs policy.

Digital Data and Technology (DDaT) enables the Home Office to keep the UK safe and secure. We design and build the services that help people apply for visas or passports; support policing and counter-terrorism operations; and protect the UK’s borders.

This is an exciting time to be at the Home Office. You’ll have a chance to shape the future and support our mission to deliver exceptional public services that work for everyone.

Our work is guided by these principles:

•    we put user needs first
•    we value delivery and outcomes over process
•    we work in the open

Our flexible working policy ensures a healthy work-life balance. We also nurture talent and offer a broad range of learning and development opportunities that will help you flourish in your role.

We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive and supportive environment to help you do your best work.

You can keep up-to-date with our work on the Home Office DDaT blog.

Job description

Enterprise Service Operations are looking for a Higher Executive Officer, Problem Manager to support the development of Operations in the move towards a product-centric approach, while maintaining current service excellence.

As a member of the DDAT IT Operations Problem Management team, you will play a key role in the provision of service support at the Home Office, contributing to the delivery of high quality consistent incident, problem and request fulfilment management processes across the estate. 

You will identify and log issues, and support with investigating and addressing Home Office users’ technical queries, requests, incidents and problems in a timely and professional manner, maintaining a clear focus on the user throughout.

You will work closely with other DDAT technical support teams and a variety of suppliers to address issues and restore services within agreed service level agreements. 

You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.

The successful candidate will have SC & (NPPV3) clearance or is prepared to undergo clearance requirement before appointment.

Due to the nature of this post this position is only open to full-time members of staff.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estates capacity, by Spring 2024. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details).

Recruitment and Retention Allowance (RRA)

This post is eligible for DDaT RRA. Successful candidates with exceptional skills and experience may apply for a Recruitment Retention Allowance between £3000 - £5000. This allowance is subject to an initial review within six months of taking up the post and thereafter an annual review in line with departmental priorities and could be reduced or withdrawn at any time.

Person specification

We are looking for an experienced Problem Manager, who can assume the following responsibilities:

• Supporting the effective management of technical problems in line with problem management processes, liaising with resolver groups throughout the problem lifecycle.
• Managing identified problems to proactively prevent incidents from occurring and to minimise the impact of incidents that cannot be prevented.
• Proactively identifying problems by analysing data and metrics provided by the Service Desk to understand incident trends.
• Collecting and logging accurate, detailed information about technical problems in order to provide the relevant information to the appropriate DDAT support / resolver teams and to facilitate service and management reporting.
• Providing stakeholders with updates on the status of technical incidents, service requests and problems.
• Regularly engaging with other DDAT teams and / or suppliers to resolve technical incidents, service requests and problems in line with SLAs. 

You will also be expected to carry out the following day to day activities: 

• Prioritising the problem backlog.
• Proactively contributing to continuous service improvement through the identification of problem management process and procedure improvements.
• Confirming problem resolution with Change Management, and updating problem records accordingly.
• Contributing to major incident reviews.
• Producing and sharing reports and analysis on problems as required.
• Supporting the onboarding of new / updated services as required, undertaking the necessary training to upskill in the support of the new services.
• Undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid.
• Sharing knowledge and expertise with others, coaching and supporting team members as required.
• Undertaking appropriate training for the role and seek to constantly improve performance through personal development.
• Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

Essential Criteria

You’ll have a demonstrable passion for IT support, with the following skills or strong experience in:

• Understanding and / or experience of adhering to ITIL v3 / v4 service management processes and procedures.
• Good communication and interpersonal skills, with an ability to communicate effectively and professionally.
• Ability to work as part of a team and to engage effectively with users, third-parties and suppliers.
• Good analytical and problem-solving skills.
• Strong sense of ownership and drive to follow tasks through to completion.
• Customer-focused.

The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role: 

Strategy and Architecture:

• Business Strategy and Planning

o    Knowledge Management (KNOW) – level 1

Delivery and Operation:

• Service Operation

o    Incident Management (USUP) – level 3

Delivery and Operation:

• Service Operation

o    IT Infrastructure (ITOP) – level 2

Delivery and Operation:

• Service Operation

o    Problem Management (SLMO) – level 3

Delivery and Operation:

• Service Design

o    Service Level Management (SLMO) – level 3

Relationships and Engagement:

• Stakeholder Management

o    Customer Service Support (CSMG) – level 2

Desirable Criteria

Ideally you will also have the following skills or some experience in: 

• Performing a similar role within the Civil Service or at other organisations.
• Using a Service Management toolset to log and update service incidents.
• Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.
• ITIL v3 / v4 Foundation is desirable.

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%

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

As part of the application process, you will be asked to complete: 

• a CV detailing job history
• a statement of suitability (personal statement) (maximum 750 words) 

Further details around what this will entail are listed on the application form.

The statement of suitability should be aligned to demonstrate your skills and experience for the role and how you meet the essential criteria as detailed in the job description. 

The sift will be held on the statement of suitability (personal statement). The CV will be used for information purposes only and will not be scored. 

If you are successful at sift stage, you will be invited to an interview which will be technical questions based on the SFIA skills listed. 

Sift and Interview Dates 

Sift is expected to take place from 16th February 2024. 

Interviews are expected to take place from 7th March 2024. 

We will try to meet the dates set out in the advert, however on occasions these dates may change. 

Interviews will be carried out via video. Candidates will be required to have access to: 

• A laptop (personal or work) with a working webcam
• Good internet connection
• Microsoft Teams

PLEASE NOTE: Due to time constraints we may not be able to offer alternative interview date(s). It is therefore expected that candidates who are successful at sift stage will make themselves available during the above time frame given.

We often have similar roles available at different grades. If a candidate is suitable for a similar role, or a lower grade than they have applied for, we may offer the candidate that role without the need to go through a further selection process providing the role has the same behaviours and essential skills.

Further Information

For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV.  A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.

Please read the essential skills for this position carefully. We will only consider those who meet the listed requirement. 

If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful.

A reserve list may be held for a period up to 12 months from which further appointment may be made.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism and copying and generating of examples/answers from internet sources including Artificial Intelligence. If any is detected the application may be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving civil servants. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all Civil Servants.

If you are currently an agency member of staff or a contractor working within the Home Office, you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the interview stage.

Visa sponsorship

We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License.

Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.

We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

For further information please see the attached notes for candidates which must be read before making an application.

Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.

Transfer Terms: Voluntary.

If you are invited to an interview you will be required to  bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.

Please see the attached list of Home Office acceptable ID documents.

Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. 

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Feedback

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

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). 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.