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Job description

The SAP Enterprise Services team is involved in many high-profile changes, directly contributing to HMRC's wider transformation ambitions. We're responsible for HMRC's SAP service applications, financial management, governance, performance and SAP service licence requirements.

This is an exciting time to join our Live Service team within SAP Enterprise Services at HMRC, with a range of new strategies and business transformation being undertaken across the organisation.

As a team we contribute to these initiatives which make a difference to our 45 million and 4.9 million business customers.

In this role, you will be responsible for service management across the SAP Platform, ensuring service application availability, performance and process maturity across this landscape. This includes Problem and Incident management and multiple stakeholder and supplier relationship management.

Responsibilities will include:

  • Ownership of a defined set of SAP Services.

  • Investigating problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, and operational).

  • Proactively responding to Incidents and making informed decisions, initiating action to resolve issues. Taking full accountability for actions taken and decisions made.

  • Troubleshooting and identifying problems, working with multiple business streams across different technology platforms but primarily SAP.

  • Understanding, classifying and prioritising problems, documenting their causes and identifying the appropriate solution.

  • Managing change into Production environments.

    It should be noted that this role will require the successful candidate to provide support 24/7 outside of normal working hours, as and when required.

    Person Specification

    We're looking for someone who:

  • Has experience of working in a live service management role.

  • Has experience of analysing and managing problems arising from incidents in the operation of information systems.

  • Is passionate about getting it right for our customers and has experience of building effective working relationships with stakeholders and suppliers at all levels and across organisational boundaries.

  • Is self-motivated with a desire to continually improve.

  • Enjoy's being part of a successful team where you share knowledge and experience to build our live service community.

  • You'll need to be adaptable and flexible to meet the challenges of working in a fast-paced environment.

  • You must be prepared and able to travel in the UK including frequent overnight stays.

    The following skills and experience are essential:

  • Professional experience of working in a Live Service management role

  • Knowledge and understanding of SAP processes, coupled with knowledge of problem management and the principles and processes of implementing and delivering IT services

  • Experience of working closely with stakeholders to troubleshoot and resolve problems

  • Experience of managing change into Production environments and working to Governance Frameworks

  • Have a strong track record of managing supplier relationships

  • Have great communication skills and an aptitude for dealing with users, customers and suppliers.

  • Have lateral thinking capability to dissect a problem into its component parts to identify and diagnose root causes, managing problem resolution.

  • Have a strong track record of taking ownership of issues and problems and making effective decisions to facilitate resolution.

    Desirable criteria:

    It is desirable for the candidate to have excellent IT skills (Including Office 365/SharePoint)

    It is desirable for the candidate to hold or be willing to work towards the following qualifications:
  • ITIL Foundation level qualification
  • ITIL Intermediate level qualification
  • ITIL Expert level qualification



  • Access to learning and development tailored to your role
  • A working environment that supports a range of flexible working options
  • A working culture which encourages inclusion and diversity
  • A civil service pension

    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.

    Selection process details

    This vacancy is using Success Profiles , and will assess your Strengths and Experience.

    To apply for this post, you will need to complete the online application process which includes completing the application form as outlined below.

    1. A CV setting out your career history, with key responsibilities and achievements.

    2. A Statement of Suitability (of no more than 1250 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential experience and skills required for the role and the criteria in the person specification.

    Applications will be sifted using the Statement of Suitability and CV. Failure to submit both (CV and Statement of Suitability) will mean the panel only have limited information on which to assess your application.

    Sifting will take place w/c: 25th November 2019.
    Successful applicants will be invited to attend an interview.
    Interviews are expected to take place in Worthing w/c: 9th December 2019.
    Interviews will be based on Experience and Strengths.

    Applicants who do, or wish to, work an alternative pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder before you submit your application. Candidates who do not agree their working pattern with the vacancy holder prior to applying may be rejected.

    A reserve list will be held for a period of 6 months from which further appointments may be made.

    Any move to HM Revenue and Customs (HMRC) will mean you will no longer be able to carry on claiming childcare vouchers.

    Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.

    Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave


    If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

    The pay range minimum is the normal starting salary for those joining HMRC at this grade from outside the Civil Service. The full pay range is shown as an indicator for existing civil servants at this grade, and for those who apply on promotion. For further clarification, Civil servants are requested to read the "Pay on transfer from OGD" document attached. Pay progression is not guaranteed.

    Security update
    As part of this, successful candidates must pass a disclosure and barring security check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.
    If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment

    Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

    In order to process applications without delay, we will be sending completed Criminal Disclosure checking forms to Disclosure and Barring Service /Disclosure Scotland/Access NI (delete as appropriate: If location is in England will be DBS, Scotland will be Disclosure Scotland & Northern Ireland will be Access NI) on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.

    For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
    For further information on the Access NI confidential checking service telephone: the Access NI Helpline on 0300 200 7888 and ask to speak to the operations manager in confidence, or email accessni@ani.x.gsi.gov.uk

    Reasonable adjustment

    If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
    If you need a change to be made so that you can make your application, you should:
    Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs

    Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

    Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages:


    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
    IT & Telecoms
    Job Position
    Business Analyst
    Estimated Salary
    £38,694.00 - £46,423.00
    Worthing, UK Show on map
    Post date
    Closing date

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