IT Service Manager DataOps Analyst

Job Description

SummaryAt HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.We want to maximise the potential of everyone who chooses to work forus and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with theexperience and skills needed to perform this role.HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digitalprogramme is multi-award winning and the envy of other government organisations.This is a positive time to join an organisation that probably doesnt work how youd imagine a government organisation would. Our blog tells you a bit more about what we do andhow we do it!We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a teamof outstanding people who will create and run these new and improved technology services.HMRC has one of the UKs largest IT estates ranging from state of the art data analytics platforms to complex legacy systems. The breadth, variety and complexity ofthese systems and the business processes they support are on a scale rarely seen in other global organisations. With the right people on-board, we will deliver some of the most exciting technological change programmes ever undertaken in the UK.This is a greatopportunity to join a growing and fast paced delivery team within HMRCs Data Platform Service Delivery Group as a DataOps Analyst.Job descriptionThe Team:The Data Platform Services Group is building an engineering capability to help run, maintain, and evolveits strategic Data Analytics platforms and services.We are at the heart of HMRCs ambitious digital transformation and cutting-edge innovation. The team was set up just over 3 years ago in response to HMRCs desire to take control of building and running itscritical data capabilities in complex and multi-sourced environments. This is a fantastic time to get involved and join us on our mission.The Data Platform Services Delivery Group provides cradle to grave services supporting agile project delivery and provideslive service support to all analytical services, including HMRCs next generation data analytics platform. The Delivery Group has grown significantly over the last 24 months from little over a dozen people to nearly 200 people, but the Delivery Group is yetto see its biggest growth in 21/22, driven by a maturing operating model, increased demands for services, and a focus on building internal capability.Our Data Operations analysts work in small, focused teams, delivering quality user experience-led solutionsfor our customers. We are truly Agile and this is reflected in the co-location of our product owners with the delivery teams, our small iterative releases, modern development techniques and our culture of openness, participation and ownership.You will be expectedto: Support service delivery and service improvements Take ownership of service issues Have excellent communication and stakeholder management skills Assist in alerting, reporting and monitoring of live services Report against SLA and KPIs, produce timely,accurate management information Proactively engage with major incident management Assist with continuous service delivery improvement initiatives Confident working in an Agile environment Doesnt have a hierarchical mind set but enjoys being part of a flatculture Contribute to organisational development by involving yourself and others in co-curricular activities like lunch and learns Be enthusiastic about sharing and receiving constructive feedback with your team members Own ITIL functions such as runningChange Boards, Problem Management, Reporting etc as required Provide guidance and training on processes eg. Change managementResponsibilities Monitor service performance and respond appropriately to alerts Trend service performance, assist with capacity managementand longer term planning, data analysis and presentation Assist Service Delivery and DevOps functions, ensure key processes are adhered to and efficiently handled Be subject matter experts in HMRC Service Management processes such as Incident, Problem & Change.Clearly capture detail and communicate issues concisely Provide status communications to Service Delivery Managers Manage twice weekly Data Platform Services change review Organise and facilitate patching of DPS servers. System Admin responsibilities Workwithin and across multiple Product orientated delivery (POD) teamsEssential Criteria Exposure of varied ITIL disciplines - especially Incident, Problem & Change. ITIL knowledge and understanding Proficient with MS Office, Service Management toolsets (Assystor Service Now). Travel to other locations may be requiredDesirable Criteria: Experience in Service Analyst Role ITIL V3 Certified.Benefits Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusionand diversity A Civil Service pensionTeam members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference betweenthe costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.Apply before 11:55 pm on Monday 3rd January 2022