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Job description

As an IT Service Analyst you will be part of a highly motivated team that collaborates with internal Application Programming Interface (API) delivery teams and third party software developers who consume HMRC XML and JSON APIs. You will support the delivery and operations of APIs so third party software tax products can integrate seamlessly with HMRC digital service(s). You'll be right at the heart of HMRC's Digital Strategy which underpins HMRC's Digital Transformation Programme.

An IT Service Analyst is responsible for implementing service level management ensuring that the correct processes are followed.

They provide IT business support and make sure that IT hardware and software are delivering the best value for money and are purchased to meet business and user requirements.

They carry out/demonstrate:

  • Change requests and interfaces between suppliers and the department

  • Policies, process maps and software rollouts to the estate

  • Meticulous attention to detail, general awareness of Service provision, and have good communication skills. Communicate well both orally and in writing. Have a methodical and systematic approach to work.

    The Job role specification includes:

  • Provides first line technical support to external software developers to help them successfully build and manage tax software for customers to send and receive their tax related data through use of our API Digital Services.
  • Before you apply, we encourage you to learn more about HM Revenue & Customs

    Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

  • Play a key role in the Application Approval process, in order to ensure developers applications meet the necessary standards.

  • Understands subject matter replicates, resolves and/or escalates user problems recommending remedial actions when required.

  • Collaborative working as part of a self-organising, empowered, multi-disciplinary operations team

  • Contributes to the recommendation of improving processes and understands the importance of evidence-based design or analysis.

  • Proactive engagement with internal teams to help external software developers deliver and manage quality tax software;

  • Use digital tools to manage for instance, service availability as well as workflow and developer queries in line with Key Performance Indictor targets.

  • Awareness of different products and services and understand change requests and interfaces between suppliers and the department.

  • Build trusting relationships with internal lines of business and API Developer teams to support and manage developer expectations.

    Desirable skills and experience:

  • Good analytical and problem solving skills;

  • Good communication skills

  • Able to work effectively in sometimes pressurised situations and be relied upon to deliver and without supervision;

  • Experience of working within a customer support environment;

  • Experience of using tools to triage, manage and monitor customer support services

  • Will work towards gaining a Level 3 Service Management Framework Qualification

  • Willing to work towards a Level 2 SFIA knowledge of "Service and Change Management



    Civil Service pension schemes may be available for successful candidates.


    If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department's Daily Travel Assistance guidance.

    Things you need to know


    Successful candidates must pass a disclosure and barring security check.

    Successful candidates must pass basic security checks .

    Nationality statement

    Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .

    If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

    Selection process details

    As part of the application process you will be asked to upload a CV and a personal statement.

    Please note that your personal statement should include examples of your work which demonstrate the competencies below from the Civil Service Success Profiles Framework (1,200 Words) Max

  • Managing a quality service
  • Working Together
  • Making effective decisions

    Following the application closing date, your application will be subject to a sift. Successful candidates will be invited to face to face interview and you will be required to provide evidence against the competences. The interview will be conducted by staff from HMRC.

    When preparing for interview you should be aware of the Civil Service Competency Framework - we will ask candidates to give examples of how they meet the standard competences listed in the job advert, and we will also be asking questions that let you demonstrate the specialist / technical skills included in the advert.

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

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .

    Working for the Civil Service

    The Civil Service Code 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 .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    Strategy & Consultancy
    Job Position
    Business Analyst
    £24,320.00 - £27,080.00
    Leeds, UK Show on map
    Post date
    Closing date

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