To apply direct for this role please visit Civil Service Jobs and quote ref no. As an IT Service Analyst in the Robotics Live Service (RLS) team, part of HMRCs Chief Digital Product Office (CDPO) within the Chief Digital and Information Office (CDIO), you will play a pivotal role in ensuring the stability, performance, and continuous improvement of our robotic process automation (RPA) services. This role is essential in supporting the live operations of virtual machines and automated solutions that underpin critical business processes across HMRC. You will be responsible for monitoring, maintaining, and enhancing the live RPA environment, ensuring that robotic processes run efficiently, securely, and with minimal disruption. Working closely with developers, business stakeholders, and IT operations, you will help identify and resolve incidents, manage service requests, and contribute to problem and change management activities. Your contributions will directly support the Automation Teams mission to deliver high-quality, scalable, and resilient automated services that drive operational efficiency and improve customer outcomes. You will also be expected to contribute to service reporting, documentation, and continuous service improvement initiatives. Job description As a Robotic Live Service Analyst working in Robotic Process Automation (RPA) you will: Monitor, maintain and ensure the safe running of our virtual machines. Try to improve and enhance processes where possible to achieve the desired outcome in a more efficient way. Help modify, enhance or adapt existing systems and solutions, integrating new features and improvements, all with the aim of improving business efficiency and productivity. Support the maintenance of live service solution documentation. Show effective Stakeholder Management - including building relationships, establishing trust and managing expectations. You will work to support small to extra-large projects, working closely with product owners, business experts, developers, testers and ITDLs. Investigate and resolve incidents and service disruptions in a timely manner. Maintain service documentation, including ServiceNow, knowledge articles, and support guides. This is a Live Service Team who provide cover until 5pm, due to Service Level Agreements with our customers. The 5pm cover is shared between the Live Service Team. Because of this, applicants who do, or wish to, work an alternative pattern are welcome to apply but please speak to the vacancy holder as this role may not be suitable. Person specification As an IT Service Analyst, you will: Support the Robotics team and wider system users in the resolution of their issues. Ensure service incidents are worked within Service Level Agreements (SLAs). Ensure work requests are actioned within SLAs. Monitor, maintain and support the running of virtual machines. Liaise with System Developers, Managers and Business Experts throughout project process to completion. Contribute to retrospectives and lessons learnt sessions after deployment of solutions with developers. Assure high quality and accuracy is maintained throughout the live running of robotic solutions. Championing and Mentoring colleagues with support and development. Participate in change management processes, ensuring minimal impact to live services. Essential Criteria: Demonstrable communication skills with an aptitude for dealing with end users, colleagues and IT specialists at all levels. Engaging effectively with programme and project stakeholders including suppliers and other third parties. Show an ability to work at pace whilst maintaining organisation and agreed standards. Show management of work levels, running/updating reports and holding meetings with stakeholders. Demonstrable experience of using Microsoft office 365 (M365) tools. Show a proactive mindset with the passion, desire and ability to positively influence change. Proven ability to work and collaborate in a fast-paced environment. Desirable Criteria: The ideal candidate will also have an understanding of: Significance of SLAs to business stakeholders. Implications of service incidents to end user experience. Demonstrate ability to?deal with major incidents that impact on Customer Service Group automations. Understanding of HMRC corporate systems and processes. Awareness or worked with RPA Solutions.