This job is with Driver and Vehicle Standards Agency, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
About the job
Job summary
Can you communicate clearly with technical and non-technical stakeholders during high-pressure situations?
Do you have knowledge of ITIL Processes and best practice for Incident and Request Management?
Have you used analytical tools or dashboards to spot anomalies, trends, or early signs of potential issues?
As an Incident Analyst, you will play a key role in maintaining the stability and reliability of critical services within the DVSA. You will be responsible for managing and coordinating the response to incidents, ensuring service disruptions are resolved as quickly and effectively as possible, while minimising impact on users and business operations.
Working within a fast-paced operational environment, you will monitor live services, triage incoming incidents, and collaborate with technical teams, suppliers, and stakeholders to drive timely resolution. You will also support major incident management processes, providing clear communication and updates to ensure stakeholders are informed throughout the incident lifecycle.
This role requires strong analytical thinking, excellent communication skills, and the ability to remain calm under pressure. You will contribute to continuous improvement by identifying trends, supporting root cause analysis, and helping to implement preventative measures to enhance service resilience.
Joining our department comes with many benefits, including:
* Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
* 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday
* Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers
Job description
Your responsibilities will include, but aren't limited to:
* Assist with managing Major Incidents and preparing and issuing business communications within agreed time frames.
* Supports the Incident process to restore normal service operation as quickly as possible, minimising the impact to business operation.
* Escalate incidents to other teams as stated in the service level agreement or operational level agreement.
* Ensure and drive adherence to Incident and Request Management process, procedures and policies amongst all delivery teams.
* Identify potential problems and/or increasing trends of repetitive Incidents.
* Communicate with all stakeholders regarding P1 & P2 incidents within the agreed KPI's, ensuring the comms are clear, precise, and not too technical.
* Create any knowledge articles with repeatable procedures with a goal of reducing the number of incidents.
* Facilitate discussions and identify actions to ensure that resolver teams are working in line with Incident Management Processes.
For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
Person specification
Essential Criteria
* Proven experience in incident management, service operations, or a similar IT/service delivery environment
* Strong analytical and problem-solving skills, with the ability to assess incidents quickly and make informed decisions under pressure
* Excellent communication skills, able to clearly convey information to both technical and non-technical stakeholders
* Ability to prioritise workloads and manage multiple incidents in a fast-paced environment
* Experience of working collaboratively within multidisciplinary teams
* Strong attention to detail and a commitment to maintaining accurate records and documentation
* Good understanding of ITIL service management framework or equivalent experience
* Knowledge of major incident processes and tools (e.g. ServiceNow or similar platforms)
Additional Information
Essential qualifications/licenses: Currently hold or be willing to work towards
* ITIL V3 /V4 foundation or higher
* MIM (Major Incident Management) Professional
Working hours, office attendance and travel requirements
Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.
Occasional travel to other offices will be required, which may involve overnight stays.
This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.
The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.
If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).
Visa Sponsorship
Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.
Behaviours
We'll assess you against these behaviours during the selection process:
* Making Effective Decisions
* Managing a Quality Service
* Working Together
* Communicating and Influencing
Benefits
Alongside your salary of £30,485, Driver and Vehicle Standards Agency contributes£8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme.Find out what benefits a Civil Service Pension provides.
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
* Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
* 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
* 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
* Access to the staff discount portal.
* Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
* Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
* 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
* Flexible working options where we encourage a great work-life balance.
Find out more about the benefits of working at DfT and its agencies (opens in a new window).
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
How to Apply:
Our selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.
The selection process for this role will be:
Stage 1: Sift of CV and Personal Statement
Stage 2: Interview & Assessment
You must be successful at each stage to progress to the next stage.
Stage 1: Sift
At sift, you will be assessed against the following Success Profile elements:
Experience - you will be asked to provide a CV (unlimited wordcount) and personal statement (750 wordcount). Please provide evidence of your Experience of the following:
1. Describe a time when you managed or contributed to resolving an incident. Please explain how you prioritised the incident, the steps you followed through the lifecycle, and what the outcome was.
2. Describe a time when you gathered and analysed information from multiple sources to support incident management or service delivery. How did you interpret the data, and what insight or outcome did your analysis lead to?"
The sift will take place week 22nd June 2026.
If successful at this stage, you will then be invited for interview & assessment.
Stage 2: Interview
At interview stage, you will be assessed against the following Success Profile elements:
Behaviours - Making Effective Decisions, Managing a Quality Service, Working Together and Communicating and Influencing
The interviews will take place week 6th July 2026.
This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.
Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.
Further information on the selection process
For more information about how we hire, useful tips on submitting your application and interview guidance for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
We will also hold a12 month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.
Should we receive a large number of applications, we may invite a shortlist of the highest performing candidates to interview.This means that some applications that meet the required standard could be placed 'on hold' after the sift and invited to interview if the vacant position(s) remain unfilled.You will be notified if your application is being put 'on hold' once the sift has been completed.
Appointments for this position will be made in order of merit. If you are successful in the selection process but there are no further available posts for the advertised role, you may be contacted to discuss an offer for a lower graded role (with similar experience and responsibility requirements).
If you are unsuccessful in the selection process, your application may be considered for a lower graded position if your demonstrated skills and experience meet the requirements of the alternative position. Candidates will be considered in order of merit.
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.
Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you're deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.
Pre-employment Checking
If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.
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. 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.
All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:
Hate speech or discriminatory behaviour
Threats or acts of violence
Illegal activity or substance misuse
Sexually explicit material
Extremist views or affiliations
Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It's not about judging your personality or lifestyle-it's about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what's being looked at and how your data is handled securely and fairly.
Feedback
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
Open to UK nationals only.
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.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window)and theCivil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available.You may want to save a copy for your records.
Contact point for applicants
Job contact :
* Name : DVSA Digital Recruitment Team
* Email : Digitalrecruitment@dvsa.gov.uk
Recruitment team
* Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here