We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.
Senior Problem Analyst
Vacancy number: 86322
Location: National*
Closing Date: 3rd May
Interviews: W/C 20th May (subject to change)
Grade: HEO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: London: £37174 - £40403 (which may include an allowance of up to £851) - National: £32827 - £35678 (which may include an allowance of up to £61)
Working pattern: Full-time, part-time, flexible working, job share.
Contract Type: Permanent
*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
The Role
Were recruiting for a Senior Problem Analyst here at Justice Digital, to be part of our warm and collaborative Service Operations team.
This role aligns against IT Service Manager from the Government Digital and Data Framework.
The role of the senior problem analyst will have experience of leading ITSM capabilities and operating in a complex digital and technology landscape, accountable for the development and delivery of high-quality Problem Management process.
Working in a Service Integration and Management to build and maintaining effective relationships with a variety of suppliers, both internal and external as well as other members of Problem, Incident, Change and CSI Management and the wider Service Operations audience ensuring the area of Problems as a SIAM provider to third party providers establishing appropriate governance structures to underpin this.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Justice Digital strategy 2025
Key Responsibilities:
- Operate and input to the Problem Management governance framework.
- Manage the Integration, coordination and assurance of IT suppliers problem management activities.
- Continual assessment and monitoring of potential problems.
- Proactive management of identified potential future problems to prevent their occurrence.
- Creating and presenting reports on data analysis to identify potential problem records.
- Reactive review of detected problems and coordination of business response including that of relevant IT suppliers.
- Communication of problem status to appropriate stakeholders.
- Monitoring, tracking and assuring root cause analyses of detected problems, and coordination of lessons learned activities in order to proactive prevent reoccurrence of that or a similar problem.
- Ensuring that CSIs and risks are identified and are logged and progressed with relevant parties.
- Reactive Incident trending data driven to identify potential problem records.
- Implement Known Error Database articles.
- Working collaboratively with Suppliers & Key stakeholders to identify trends and incident patterns.
- Creating and managing Problem Records.
- Consulted and informed for Supplier issues having a holistic view for the wider team and across all suppliers.
- Work with the Problem Management managers and Lead inputting to define strategic vision and operational viewpoints.
- Integrate suppliers to provide maximum coordination across Problem Management activities.
- Assess processes and identify trends, discrepancies and opportunities for improvement.
- Work with Process Owners / Service Managers to identify improvements.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Benefits
- 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
- A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
- Staff have 10% time to dedicate to develop & grow
- Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
- 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings birthday. 5 additional days of leave once you have reached 5 years of service.
- Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
- Wellbeing support including access to the Calm app.
- Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
- Bike loans up to £2500 and secure bike parking (subject to availability and location)
- Season ticket loans, childcare vouchers and eye-care vouchers.
- 5 days volunteering paid leave.
- Free membership to BCS, the Chartered Institute for IT.
- Some offices may have a subsidised onsite Gym.
Person Specification
Essential
- Comfortable with using/collating & manipulating data from various sources to produce a desired output that can then be used for more in depth analysis.
- Experience of analysing data to identify specific trends in operational activity and then using these insights to drive improvements in service and/or operational process.
- Able to effectively manage/prioritise multiple tasks and deliver key objectives/outputs to agreed timelines.
- Experience of engaging and working collaboratively with colleagues across other IT Service Management teams/external partners to achieve desired outcomes.
Willingness to be assessed against the requirements for SC clearance.
We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.
Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.
