Job Description

IT Operations Analyst

Closing Date:
28th June 2021

London, Glasgow, Nottingham, Sheffield & Birmingham
Salary Range: London (£36,798 - £44,158), National (£30,989 - £37,187)
Interviews: w/c 12 July 2021

The Role

We’re recruiting for an Operations Analyst here at MoJ Digital & Technology, to be part of our warm and collaborative team within Security, Privacy & Live Services

The IT Operations Analyst will be responsible for examining the response to major incidents, quality assurance for operational effectiveness across all functions, and key operational stakeholder communications.

To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.

Key Responsibilities

  • Performing analysis on how the MOJ delivers service across its operational zones and maintaining a body of data to support operational strategy or other related strategic decisions.
  • Support the cross-MOJ operational strategy, ensuring we continuously improve, lead by the Head of Service Operations.
  • Conduct cross-MOJ investigations to identify improvements, make recommendations, and produce reports for senior management.
  • Maintain high-level operational relationships with our major suppliers.
  • Feed information gathered from investigations into the Service Level Management function to support supplier performance measurement.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

This is a Band B role with a salary of London (£36,798 - £44,158), National (£30,989 - £37,187) plus great benefits:

  • 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
  • We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
  • 10% dedicated time to learning and development with a budget of £1000 a year per person
  • Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
  • 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Queens’ 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 Careers & 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


  • ServiceNOW
  • “After action” report writing (PIR/MIR documentation)
  • Office 365
  • ITIL Foundation
  • A high level understanding of a broad range of technology, from devices through to cloud-based services
  • A high level understanding of operational processes such as ITIL and modern digital support teams
  • Familiarity with Agile methodology and appreciation for Iterative, continuous Improvement
  • Clear and effective communication with senior stakeholders
  • Professional and situation appropriate communication manner
  • Comfortable in both pro-active and reactive communication
  • Able to challenge the status-quo and make constructive recommendations
  • Delivery
  • Able to produce high quality outputs to tight deadlines
  • Confident in managing and ensuring process engagement across functional areas, and escalating if necessary
  • Business analysis
  • Proactive in gathering Information from a range of sources
  • Evaluating and Analysing information
  • Inquisitive and enquiring nature
  • Gather evidence which can support strategic change
  • Ability to understand the interconnection of ITSM processes and take a holistic view of service delivery.
  • Comfortable handling data and refining this into digestible formats for a range of audiences
  • Distributing communications to a range of stakeholders
  • Understanding analysis outputs and presenting to decision makers

  • Ability to seamlessly integrate with existing 3rd-party supplier relationships
  • Understanding nature of supplier relationships
  • Fostering mutually beneficial communication channels


  • Operational experience working within multiple ITSM processes
  • Intermediate level ITIL certificates
  • Defining ServiceNOW improvements
  • Understanding of organisational change and business process change
  • Insight and experience of ITSM best practices
  • Knowledge of the IT and technology market, particularly key suppliers

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.

How to Apply

Candidates must submit CV and 500 word Statement of Suitability which describes how you meet the requirements set out in the Person Specification above.

In D&T, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

  • Delivery at Pace
  • Communicating & Influencing
  • Managing a quality service
  • Making effective decisions

Your application will be reviewed and sifted against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on whether you have ITIL Qualification will be conducted prior to the sift.

Further Information

Please review the following Terms & Conditions which set out the way we recruit and provide further information related to the role.

If you have any questions please feel free to contact

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Job Detail

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    Full Time
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  • Job Location
    Glasgow, United Kingdom
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