Job Description

Job Introduction

We're looking for an

Operations Analyst

to join our

24/7 Service Delivery

to help us make a difference to our planet.


As our Operations Analyst - Service Delivery, the job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work.


Our opportunity is full time, 37 hours per week, based in Exeter. Our people are at the heart of what we do and we'll do our best to agree a working pattern that works for everyone.

World changing work

From science to technology, from meteorology to management, and from planning to communication, our expertise helps us stand out as the authority on weather accuracy and climate prediction. We help individuals, industries and government to make better decisions to stay safe and thrive. This is the Met Office. This is who we are.

We're a force for good - focusing on our environmental and social impact We're experts by nature - always learning and developing to do things better We live and breathe it - putting our purpose at the heart of decision-making We're better together - understanding partnerships and inclusivity make us greater We keep evolving - pushing boundaries to make tomorrow better for our customers

Your world of expertise

Joining our Met Office Service Desk, you will assist in delivering a world class customer service using our IT Service Management tool ServiceNow to manage customer interactions via phone and email. Working in this continuous changing environment, with global customers (both commercial and members of the public) you'll tackle a range of questions, which requires you to actively listen, and have a genuine level of empathy in times of distress or frustration.


As our Operations Analyst, you'll handle questions about weather forecasts and climate, as well as helping to manage and resolve operational IT by working closely with our IT Operations and Service Management Teams.

Shift-working

This 24/7 post has a roster pattern which is issued 8 weeks in advance and is typically made up of four 12 hours shifts: Day (7am - 7pm), Day, Night (7pm - 7am) then Night, or sometimes three Day shifts followed by 1 night. These four shifts are followed by four days off. This 8-day pattern means your working days are different each week. We aim to give 24/7 shift workers some shorter weekday shifts to attend training, team meetings and pursue personal development opportunities throughout the year.

Your key duties

To handle first point of contact Service Desk, Weather, Climate and General Enquiries. Proactively managing Incidents that come into first line, including customer communications. Monitoring services and troubleshooting at first line, escalating higher risk INCs when needed. Taking ownership of the maintenance and creation of our Knowledge Base.

This role is aligned to Operations Analyst - Government Digital and Data Profession Capability Framework (ddat-capability-framework.service.gov.uk).

Why join us

Our work is life-changing, often life-saving and always life-enhancing. The Met Office is Great Place to Work UK certified. We are also featured on their 'Best Workplaces in Tech' 2023 and 2024 lists, as well as their '54 Best Workplaces for Women' 2023 list.


As our Operations Analyst - Service Delivery, your total reward package will be up to 38,280 annually, which includes:

26,954 base pay. 4,200 as an Unsocial Hours Allowance for shift working. An outstanding Civil Service pension, with an average employer contribution of 28.97%. Annual Leave starting at 27.5 days (plus Bank Holidays) rising to 32.5 days (plus Bank Holidays) after 5 years and option to buy or sell up to 5 days per year of annual leave.

Essential Criteria, skills and experience:

An

expert by nature

, with experience of providing first line IT support. Evidence of working with IT processes within IT Service Management tools and developing them to improve customer experience through continual service improvement. (Lead Criteria) You

live and breathe it

, with a proven track record of problem-solving along with a customer focused mindset. Able to communicate effectively and empathetically, both verbally and in writing, with a diverse range of internal and external customers, including senior management. Able to work under own initiative and prioritise workload in a fast-paced operational environment, taking ownership of events to ensure quick customer resolutions. A team player with a

better

together

ethos, able to actively listen to colleagues, respect and contribute to ideas and aim to continuously improve the way we work together.

The panel may perform a preliminary sift of the lead criteria as indicated above.

How to apply

If you share our values, we'd love to hear from you! Click apply to begin your application. Please complete your career history and provide evidence against each of the essential criteria in the supporting statement questionnaire. We recommend candidates use the CARL method (Context, Action, Result and Learning) for presenting evidence of experience and skills.


Closing date 03/09/2025 at 23:59 with first stage of virtual assessments commencing from 17/09/2025. Those successful at assessment, will be invited for a face-to-face interview at our Met Office headquarters during week commencing 29/09/2025. You will hear from us once the closing date has passed.

Using AI in your application

We welcome applications that use AI tools for support in drafting or refining, as long as they accurately reflect your own skills and experience. All hiring decisions at the Met Office are made by people, not AI. For more details, visit our approach to recruitment.

How we can help

If you have any questions or would like to discuss this opportunity further, please contact us at careers@metoffice.gov.uk.


If you're considering applying and need support to do so, please get in touch. You can request adjustments either within your application or by contacting us. Should you be offered an interview, please be aware there may be a selection exercise which could include a presentation, written test or a scenario-based activity. You can select in your application to be considered under the Disability Confident Scheme. To be invited to interview/assessment under this scheme, your application must meet the essential criteria for the role.


We understand that great minds don't always think alike and as an equal opportunities employer we welcome applications from those with all protected characteristics. We recruit on merit, fairness, and open competition in line with the Civil Service Code.


We can only accept applications from those eligible to live and work in the UK - please refer to GOV.UK for information. We require Security clearance, for which you need to have resided in the UK for at least 3 of the last 5 years to be eligible. You will need to achieve full security clearance within your first 6 months with us.