Swansea, Wales, SA7 9FQ Job Summary An exciting opportunity has arisen at HM Land Registry (HMLR) for an IT Service Management Analyst. If you have experience of working within an IT Service Management environment in a medium or large organisation, we would love to hear from you. Job Description In this role, you will: Work with key service stakeholders; providing relevant service insights and reports within agreed timeframes. You will report service performance against agreed targets, KPIs, SLAs and OLAs and identify service improvements and risks. Assist teams to investigate service problems, implement solutions and take preventative measures. Analyse and assess the impact of service changes; scheduling and advertising change requests. You will assist reviews of outcomes; identifying lessons learnt and improvements. Investigate problems and opportunities in existing processes and contribute to recommending solutions to these. You will work with stakeholders to identify objectives and potential benefits available and promotes a range of ITIL processes seeking improvements for customers. Demonstrate agile working to encourage a self-managing team to evolve and expand its responsibilities. You will have an ability to help teams maintain a focus on delivery while being aware of the importance of professional development. In This Role, You Will Work with key service stakeholders; providing relevant service insights and reports within agreed timeframes. You will report service performance against agreed targets, KPIs, SLAs and OLAs and identify service improvements and risks. Assist teams to investigate service problems, implement solutions and take preventative measures. Analyse and assess the impact of service changes; scheduling and advertising change requests. You will assist reviews of outcomes; identifying lessons learnt and improvements. Investigate problems and opportunities in existing processes and contribute to recommending solutions to these. You will work with stakeholders to identify objectives and potential benefits available and promotes a range of ITIL processes seeking improvements for customers. Demonstrate agile working to encourage a self-managing team to evolve and expand its responsibilities. You will have an ability to help teams maintain a focus on delivery while being aware of the importance of professional development. Person specification The ideal candidate will have experience of working within an IT Service Management environment in a medium or large organisation, with a solid understanding of the full service delivery lifecycle from design and development, through to delivery and operation. You will recognise how IT products and suppliers integrate to deliver a complete service and be confident in assisting with the transition of new functionality or services while protecting the integrity of existing services. Strong collaboration skills are essential, with the ability to work effectively with appropriate teams, representing service stakeholder interests and concerns. An awareness of agile principles and how they apply in a service management environment is important, as is the ability to perform well under pressure, delivering against competing demands. The role requires excellent communication and customer service skills, enabling the successful candidate to build productive relationships with IT technicians, managers, users and customers. An understanding of IT infrastructure and applications, coupled with good analytical skills is essential, as is a proactive approach to taking ownership of tasks, seeing them through to successful completion, and identifying opportunities for service improvement. Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable. HMLR believe that a blended approach to where you work that enables some time working from home, as well as in the office may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office. Beyond this expectation, there is no one size fits all approach (and we can spend up to 100% working in the office if we prefer). For more information about the role, please see the attached candidate pack. Qualifications GCSE (or equivalent) in English and Maths (Grade C or above). Behaviours We'll assess you against these behaviours during the selection process: Changing and Improving Developing Self and Others Communicating and Influencing Working Together Alongside your salary of £30,958, HM Land Registry contributes £8,968 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. WeAreHMLR At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential. We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits. We have integrity – we value honesty, trust and doing the right thing in the right way. We drive innovation – we are forward-thinking, embrace change and are continually improving our processes. We are professional – we value and grow our knowledge and professional expertise. We give assurance – we guarantee our services and provide confidence to the property market. You can find more information on our rewards package on our website. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. Please cut and paste an anonymous CV into the online application form when prompted and include your qualifications and career history. The Personal Statement Section (in No More Than 750 Words) Must Be Used To Provide Details Of How You Meet The Essential Experience Criteria Listed Below Experience of working within an IT Service Management environment in a medium/large organisation (lead criteria) Working collaboratively with appropriate teams, representing service stakeholders’ interests and concerns. Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers. In the event of a high volume of applications, we reserve the right to assess against the lead essential experience criteria listed above first. Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 23:55pm on the advertised date. The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a blended interview which will include a pre-prepared presentation. Interviews will be held face-to-face in the Swansea Office on Thursday 18 September and Friday 19 September. The blended interview will assess the experience and behaviours listed in the candidate pack, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working. Candidates may refer to notes within their interview, but they should be used as a prompt only. HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement. The Civil Service values honesty and integrity and expects all candidates to share these values. Please ensure all examples provided throughout the recruitment process are representative of your own experience. Any instances of plagiarism or other forms of cheating (including the improper use of artificial intelligence) will be investigated and, if proven, the application will be withdrawn. You can find more information on how we use your personal data on our website. Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. 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. 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) 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. 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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). 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 : Anna Luff Email : anna.luff@landregistry.gov.uk Recruitment team Email : hrresourcingteam2@landregistry.gov.uk Further information If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email hrresourcingteam2@landregistry.gov.uk in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/