Dts

6 months ago

London, United Kingdom Ministry of Justice Full time

Salary 1
- The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403. Your salary will be dependent on your base location

Number of jobs available 1
- 1

Detail of reserve list 1
- 12 Months

Region 1
- National

City/Town 1
- National

Building/Site 1
- NATIONAL

**Please note**: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.

Grade 1
- HEO

Organisation Grade for MoJ 1
- HEO

Post Type 1
- Permanent

Working Pattern 1
- Full Time

Role Type 1
- Information Technology

Job description 1

**HM Courts and Tribunals Service**

**Directorate**: Digital Technology Services (DTS)

**Pay Band**: HEO

**Job Title**: Problem and Incident Analyst

**Location**: London / National

**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.

**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**:
**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.

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.

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

**Key Responsibilities**:
**Operations**:

- Understand the availability and capacity management processes and how they are used across large estates in order to effectively analyse service components to ensure they meet business needs and performance targets.
- Analyse and assess; impact, develop and document change requests. Implement changes based on requests for change.
- 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.
- 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. This may include the determination of the appropriate remedy and assist with the implementation of it as well as preventative measures.
- 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.
- Can execute test scripts under supervision and understand the role of testing and how i

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