IT Service Analyst - GLD - HEO

Location

Bristol

About the job

Job summary

About the Government Legal Department

At Government Legal Department we have a vital, single-minded purpose: to help the Government govern well within the rule of law. This is complemented by our  exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfill our potential.

Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters.

Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the government’s priorities and our success depends on our people.

GLD is a non-ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 3000 people, including over  2600 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas.

GLD also depends on a range of cross-government professionals to provide our corporate services. These play an essential part in helping GLD to achieve its purpose and truly deliver much more than law.

This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service.

To find out more about what we do you can view our introductory film here and visit the GLD’s microsite. You can also read more about the future vision for GLD in our GLD Strategy 2024 – 2027.

Job description

About the Digital and Data Team

Government Digital and Data is a community of experts leading digital transformation in government, creating more efficient services that have a meaningful impact on people’s lives. Find out more here.

The Prime Minister has set out his vision for one in ten civil servants to work in tech and digital roles within the next five years as part of A blueprint for modern digital government.

In Government Legal Department, our mission is to provide GLD with an IT environment that's ‘fit for the future’. That means updating many of our older systems and processes. Our agile, user-centred approach means we develop and improve our products and services in collaboration with the people who will use them. We consider sustainability, environmental impact and innovative ways to improve our staff’s experience at work. 

The potential to shape our society’s future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.

The Role

Customer service management- You can manage customer service functions, including responding to issue reports, information requests and access. You have a successful relationship with customers.

Continual service improvement- You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

Ownership and initiative- You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.

Relationship management- You can identify, analyse, manage and monitor relationships with and between stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you can ensure that maximum benefit is gained from products and services.

Technical understanding- This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role. Demonstrating all the behaviours listed below is essential at either application or interview. You can read more about Success Profile here.

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

Communicating and Influencing (Lead behaviour)
Managing a Quality Service

 Technical Experience

 Essential – must be demonstrated at application and/or interview

Practical experience in a digital and related technology field and digital transformation programme.
Significant and demonstrable experience working with IT systems, financial systems and ServiceNow.

Technical Qualifications- Essential minimum eligibility criteria

Recognised qualifications and professional certifications, such as Microsoft and ITIL

Security Clearance Level

All GLD employees must hold BPSS security clearance. If successful for this post you must hold or be willing and able to obtain the required security clearance for this role. More information can be found about the vetting process here.

Qualifications

Technical Qualifications- Essential minimum eligibility criteria
Recognised qualifications and professional certifications, such as Microsoft and ITIL

Behaviours

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

Communicating and Influencing
Managing a Quality Service