HEO Incident & Problem Analyst

Location

East Kilbride, London

About The Job

Job summary

Would you be interested in making a meaningful contribution to the UKs national security, whilst enjoying an enviable work-life balance, 25 days holiday (rising to 30), all with the added benefits of a civil service pension scheme?

Youre home.

Whilst we sit in an established government department, the team structure and ethos is dynamic and agile, more akin to a modern tech start-up. We are pioneering new ways of delivering classified technology services across government, and were having fun doing it.

Job Description

Rosa is a central government IT system that enables collaborative working at SECRET in a secure environment with the latest technologies. Rosa provides fixed and mobile SECRET collaboration tools and communications in 166 countries across the globe, allowing users to create and share data securely. This ground-breaking work is protecting our national security whilst enabling users to work in far better ways than any previous solutions have allowed in this space.

Joining the Incident & Problem Management Team of the Rosa Service Operations as Incident & Problem Analyst you will play a key role in Managing and coordinating priority Incidents and supporting root cause analysis.

This is a fantastic opportunity for an individual to develop their skills in Incident Management and Problem Management. Be a part of a growing team in a modern and flexible working environment.

This is a varied and exciting role for an experienced, intelligent and enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service.

Person specification

Responsibilities

• Ensure the prompt and correct use of the Change Management/Enablement Management practices for RSO:
• Ensuring change management/Enablement is seen as the central and accepted point of contact for changes, to ensure no clashes of planned work across the RSO portfolio.
• Review changes promptly and apply the correct change category to ensure changes are reviewed and approved by the appropriate Change Authority.
• Evaluate and validate the change for the appropriate category, level of content, quality, Impact and Risk Assessment and work with Change Requestors to ensure essential and supporting information is captured in the Change record including test artifacts.
• Chair and minute decision and actions at the Change Advisory Board (CAB) meetings.
• Approve minor and up to significant medium impact changes and review standard changes for consistency.
• After implementation, evaluate the change for any lessons learned, which may require a post implementation review and close the change request.
• Provide advice, guidance, training and inducting staff in change management practices.

Essential Skills

• Owning the end-to-end lifecycle of all high priority Incidents.
• Assisting in the coordination of root cause analysis investigations.
• Collating and Delivering Management Information on the progress of Incident and Problem Management towards departmental KPIs.
• Assist with the design and delivery of Incident & Problem Management processes, policies, and procedures.
• Authoring of MI reports and proactive trend analysis reports.

Desirable Skills

• ITIL foundation certification.
• Exposure to Problem Management

Behaviours

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

• Changing and Improving
• Communicating and Influencing
• Delivering at Pace

Technical Skills

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

• Technical Understanding
• Problem Management
• Incident Management

Benefits

• We understand that people are at the heart of our success. We promote and encourage all our staff to follow continued professional development, offering our staff access to a range of learning and development opportunities.
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Experience and Technical skills.

How To Apply

Step 1.

Submit a CV outlining your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please ensure you have provided reasons for any gaps within the last two years.

Step 2.

A Suitability Statement with reference to the Person Specification briefly outline the skills and experience you have that demonstrate the essential and desirable criteria for the role, using no more than 750 words.

Step 3.

Additional Eligibility Questions. Answers to these questions will determine if you are eligible to apply.

Applications will be sifted anonymously so please remove any biographical data that would identify you.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window) . See our vetting charter (opens in a new window) .

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.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

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 : Jack Coyle
• Email : rsorecruitment@fcdo.gov.uk

Recruitment team

• Email : rsorecruitment@fcdo.gov.uk

Further information

If you wish to make a complaint you should email HRDirectUK@fco.gov.uk. If you are not satisfied with the response you receive from the FCDO you can contact the Civil Service Commission.