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Operations Analyst


Soapworks, Salford (With occasional travel to Croydon)


Digital Data and Technology

We work collaboratively across government to facilitate the development of an integrated offer that helps departments attract, develop and retain the people and skills they need in digital, data and technology.

We are based at the Government Digital Service in London.

The Digital, Data and Technology Profession is one of the professions of the Civil Service functional model.

Our Responsibilities

Our work covers the following areas:

• Workforce insights and analytics
• Career management
• Pay and reward
• Communities of practice
• Learning and development
• Attraction and recruitment
• Diversity and inclusion
• Employer brand and culture

Our strategy aims to ensure a coordinated and holistic approach across all departments by maximising, sharing and building on existing best practice both within the government and the industry.

Our priorities are to:

• Enable workforce planning across the digital, data and technology function through insights and analytics.
• Bring consistency to job roles and ensure a consistent language across all departments through a common capability framework.
• Work on a more consistent approach towards pay and reward for the profession.
• Facilitate the creation and development of digital, data and technology communities of practice.
• Create training and development for digital, data and technology professionals, notably, through the GDS academy.
• Develop and deploy effective attraction and recruitment practices.
• Support the development of a diverse and inclusive culture that fosters collaboration and innovation across government.

Job description

You will be part of DDAT’s cutting-edge IT Operations Centre (ITOC) function which conducts real-time monitoring of the core technology, infrastructure, applications and services within the Home Office, providing a consolidated single operational view of the Home Office technical estate and facilitating 24/7/365 support and recovery.
You will be part of an ITOC team focused on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time monitoring, automation and industrialisation of services.

You will work closely with your team and others such as the Service Desk, Incident Managers, Project Managers, Service Transition, suppliers and the Cyber-Security Operations Centre (CSOC), to ensure services are effectively monitored, incidents are addressed and services are restored within agreed service level agreements.


Your main day-to-day responsibilities will be:

• Working closely with Project Managers, Service Transition Mangers and Service Architects to understand details of forthcoming new / updated services, ensuring early Operations involvement in projects and throughout the project lifecycle.
• Conducting impact assessments of the proposed new / updated services to establish changes required to Operations’ processes, procedures, staffing and tools.
• Creating a service support model that sets out how Operations will support the new service.
• Agreeing Operations’ service acceptance criteria.
• Assessing the readiness of new / updated services against agreed service acceptance criteria, formally confirming Operations’ acceptance of new / updated services once acceptance criteria have been met.
• Working with the relevant Project and Transition Managers, create a plan for go-live of the new / updated services setting out handover requirements / milestones, post production support enhanced / ‘hyper-care’ support, timings of enhanced support etc.
You will also be expected to carry out the following day to day activities:
• Proactively contributing to continuous service improvement through the identification of ITOC process and procedure improvements.
• Undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid.
• Sharing knowledge and expertise with others, coaching and supporting team members as required.
• Understanding the ITOC Business Continuity Plan, and being prepared to work at short notice in an alternate facility to support Business Continuity activities.
• Undertaking appropriate training for the role and seek to constantly improve yourself and team performance through personal development.

Essential Skills:

You’ll have a demonstrable passion for IT support, with the following skills or strong experience in:
• Good interpersonal skills, with an ability to communicate effectively and professionally.
• Ability to work as part of a team and to engage effectively with suppliers and customers.
• Good analytical and problem-solving skills
• Maintaining a customer focus.
• Knowledge of networks, operating systems, middleware, and applications, with a willingness to learn new technologies and maintain industry knowledge.
• Demonstrating a strong sense of ownership and drive to follow tasks through to completion.

Desirable Skills:

Ideally you will also have the following skills or some experience in:
• Performing a similar role within the Civil Service or at other organisations.
• Understanding and / or experience of adhering to ITIL v3 / v4 service management processes and procedures.
• Using an enterprise monitoring toolset to monitor infrastructure, network and applications.
• Using a Service Management toolset to log and update service incidents.
• Maintaining traction whilst engaging with multiple concurrent projects.

Desirable Qualifications:

• ITIL v3 / v4 Foundation is desirable

SFIA Framework

These skills are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework)


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

  • Changing and Improving
  • Delivering at Pace

Technical skills

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

  • Strategy and Architecture Business Strategy and Planning Knowledge Management (KNOW) Level 1
  • Delivery and Operation Service Operation Incident Management (USUP) Level 3
  • Delivery and Operation Service Operation Problem Management (PBMG) Level 2
  • Delivery and Operation Service Operation IT Infrastructure (ITOP) Level 3
  • Delivery and Operation Service Design Service Level Management (SLMO) Level 3
  • Relationships and Engagement Stakeholder Management Customer Service Support (CSMG) Level 2

Apply today!