Are you knowledgeable in IT Service Management (ITSM) and looking to develop this further in a large-scale environment?, Our new ITSM Practice Analyst role works within a small, multi-skilled team that operates a wide range of ITSM practices / functions across a particular scope (tower) of DVLA services, e.g. Drivers, Vehicles or Core. This team manages the ITSM practice activities of all ITS (DVLAs IT department) service and support functions relevant to the tower, defining and ensuring performance against OLAs for these activities, underpinning wider IT Service Managements ability to deliver services in accordance with agreed SLAs aligned to business and customer needs.
Required to possess a good level of industry best practice knowledge / experience in ITSM practices / functions, the ITSM Practice Analyst is responsible for performing many of the process tasks and activities which underpin the overall operation of the practices for the service tower. In doing so, they engage with a vast range of product-based DevOps engineering squads and Agile delivery teams, as well as other Service Management and Business stakeholders, making this role a fantastic opportunity to interact with colleagues across the entire IT eco-system.
Responsibilities
Your responsibilities will include but will not be limited to:
+ IT Service Management Framework and Practices: Applying your knowledge / experience of industry best practice, being responsible for performing underpinning process tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your teams tower, in line with the documented processes, activities and success factors for each practice:
+
o Incident Management.
o Problem Management.
o Change Enablement.
o Service Transition.
o Service Configuration Management.
o Service Continuity Management.
o Capacity and Performance Management.
o Monitoring and Event Management.
o Continual Improvement.
o Management of SSL/TLS Certificates.
+ Continual service improvement (CSI) and business analysis: Contributing to the continual improvement of the overall practices through helping to identify process optimisation opportunities based on your own operational experiences as part of your service tower and assist in the delivery of solutions
+ Ownership and initiative: Taking ownership and adopting a pro-active mindset in your approach to all practice work, ensuring that the underpinning process tasks and activities are ultimately adding value. Engaging with stakeholders for these underpinning tasks and activities pro-actively and directly
+ Technical understanding: Understanding core technical concepts sufficiently to be able to facilitate and contribute to conversations with technical teams and undertaking ITSM practice activities effectively using technical information
For further information about the role please see the attached role profile.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under Contact point for applicants.
This role occasionally involves playing some part in ensuring Incident Management duties for your teams tower are covered between 07:00 17:00. Resources from across the entire ITSM Practices and Transition team will be utilised to share this responsibility.
Person specification
We are looking for someone who has a passion for ITSM and enjoys working in a dynamic, innovative way, which this role will give you all the opportunity to do. Wed like someone with natural initiative who will take pride in their work, able to engage with and co-ordinate the activities of a wide range of colleagues of varying skillsets.
We want you to be able to communicate well and build positive relationships with a wide range of stakeholders and in particular with engineering teams, being able to hold high-level conversations with them about technical information. Having a curious mind with an interest in problem solving and improving processes or ways of working is also very welcome indeed.
We would also love for you to come and join us if you feel your attributes lend themselves to the role!
If you do not already hold the certifications listed on the role profile, then you must be willing to work towards these once in role and will be supported in this.
Working for the DVLA Digital Team
At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect thatll wash across the nation. Here the work youre doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.
To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.
Behaviours
We'll assess you against these behaviours during the selection process:
+ Changing and Improving
+ Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
+ IT Service Manager - Service Focus (Skill level: Practitioner)
+ IT Service Manager - Ownership and Initiative (Skill level: Working)
+ IT Service Manager - Service Management Framework Knowledge (Skill level: Working)
+ IT Service Manager - Technical Understanding (Skill level: Working), This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
As part of the application process, you will be asked to complete a CV and personal statement (1250 words). Further details around what this will entail are listed on the application form.
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
In your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria:
+ Working in IT Service Management (ITSM).
+ Knowledge of ITSM industry best practice or standards.
+ Working closely with engineering teams and understanding technical information.
+ Ability to be pro-active and take ownership of tasks involving multiple stakeholders.
Click here for further guidance on writing a CV and personal statement.
The sift is due to take place on Tuesday 1st October 2024.
Interviews will be held week commencing Monday 14th October 2024.
This interview will be conducted via a video. Further details of which will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done.
The selection process will be designed specifically for the role. As a result, your assessment will include:
+ An interview.
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
For further information on Success Profiles visit our Careers website.
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Use of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., 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 applicants details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
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)
Alongside your salary of £32,603, Driver and Vehicle Licensing Agency contributes £9,445 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Passionate, reliable and always willing to push yourself and those around you, youll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:
+ Best in class learning and development tailored to your role.
+ An environment with flexible working options where we encourage a great work-life balance.
+ A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
+ Generous employer contribution of 28.97%, depending on chosen pension scheme.
+ Digital communities with clear career frameworks.
+ On-site gym plus personal training available (membership applies).
+ On-site nursery, restaurants and coffee bar.
+ 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the Kings birthday.
+ Free parking.
+ A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.