As a Service Management Analyst for the DfE you will:

• Support Service Operation Managers to ensure the smooth day-to-day running of the adopted ITIL processes
• Manage day-to-day tasks across all areas of Service Management
• Managing the logistics and administration of assets across the department
• Assist with the investigation of Major Incidents where required
• Assist with the preparation and distribution of Post Incidents reporting and reviews
• Co-ordinate and track the completion of any actions that are identified because of a Major Incident
• Produce reports to drive best practise ITIL governance and identify Continual Service Improvement opportunities.
• Act with IT support teams for non ITSM process and policy compliance
• Analyse data and coordinate activities with IT Service teams to identify Problems and workarounds that may potentially affect the service level
• Maintain the Knowledge Base within Service Now, ensuring information to end users and Service teams is aligned to policy, regularly reviewed and maintained.
• Support in the maintenance of all documentation required to support IT Service Management Practices.

Essential criteria:

We actively encourage applications from those that can display the following essential criteria:

• Demonstrate Excellent communication and customer service skills
• Demonstrate Experience in working in a high paced, fast changing role.
• Have Excellent analysis and problem-solving skills
• Demonstrate the ability to communicate effectively with both technical and non-technical colleagues at all levels in both verbal and written communications. 

As a Service Management Analyst, it would be advantageous if you have the following desirable criteria:

• Service Now, or equivalent experience
• Understanding of Service Management Framework principles and processes and their application in modern Digital & Technology functions

Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision.

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

• Working Together
• Managing a Quality Service
• Changing and Improving
• Delivering at Pace

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK. 

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King's Birthday privilege holiday and 8 days’ bank and public holidays.

We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours. 

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.