IT Service Management Practice Analyst

3 months ago

Swansea, United Kingdom Driver and Vehicle Licensing Agency Full time

Job summary

Are you knowledgeable in IT Service Management (ITSM) and looking to develop this further in a large-scale environment?

Do you like the sound of working holistically across multiple ITSM functions, getting to know the services and tech you�re applying them to?

If so, we would love to hear from you

Would you like to find out more about the role, the digital team and what it�s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Wednesday 25th September at 10am.

Please click to book your place.

Job description

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, Drivers, Vehicles or Core. This team manages the ITSM practice activities of all ITS (DVLA�s IT department) service and support functions relevant to the tower, defining and ensuring performance against OLAs for these activities, underpinning wider IT Service Management�s 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 team�s tower, in line with the documented processes, activities and success factors for each practice: �Incident Management.Problem Enablement.Service Transition.Service Configuration Management.Service Continuity Management.Capacity and Performance Management.Monitoring and Event Management.Continual Improvement.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 solutionsOwnership 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 directlyTechnical 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 team�s 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. We�d 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 that�ll wash across the nation. Here the work you�re 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 and, to understand more about the great opportunities and benefits of working at DVLA read our .���

�

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 ImprovingDelivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

Benefits

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.

Passionate, reliable and always willing to push yourself and those around you, you�ll 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 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 diversitywith a range of staff communities to support all our colleagues.��Generous employer contribution of , depending on chosen pension scheme.���Digital communitieswith 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 King�s 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 for further information.�����

�

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