Senior Live Service Analyst (UKSV)

In the context of modernising vetting processes, this role encompasses the introduction and management of all second-line support for an increasing portfolio of new business applications. This includes contributing to the development, drafting, and updating of user guides, Standard Operating Procedures (SOPs), and incident-related instructions, thereby establishing and continuously enhancing the operational knowledge base of the wider support function.

• Given the inherent sensitivity of the NSVS and its data, the frontline nature of this position offers a unique vantage point from which the role holder and team members can make a significant contribution to day-to-day data and cyber security management. This also includes providing expert advice on 'best practice' to project teams and undertaking root cause analysis and diagnosis for security teams. The Senior Live Service Analyst (SLSA) will be required to assist the Live Service Desk Manager (LSDM) with an expanded remit, providing direct support to key senior stakeholders across our customer base and Government. Following such engagement, the SLSA may be required to proactively update SOPs and guidance notes for Lead Support Analysts (LSA).
• The SLSA is also tasked with cultivating relationships across the business, which may extend to key customers within the wider public sector where necessary.

As a Senior Live Service Analyst within UK Security Vetting, we are looking for people who have the following expertise and attributes:

• Accountability and Problem Ownership: Taking complete ownership of challenges, ensuring that proposed solutions effectively balance competing technical requirements with the broader needs of the business unit. This includes full accountability for all actions taken and decisions made, operating within a just culture framework.
• Exceptional Problem-Solving and Decision-Making: Demonstrating an excellent level of proficiency in problem-solving and decision-making, with the capacity to logically deconstruct complex issues to facilitate accurate diagnosis and resolution.
• Effective Communication Across Technical Levels: The ability to articulate the rationale for actions or decisions to a diverse customer base, encompassing individuals with varying degrees of technical understanding, from those with minimal knowledge to subject matter experts.
• Continuous Professional Development: A commitment to ongoing professional development to maintain current knowledge of technical advancements and to expand core competencies, particularly through attainment of the ITIL4 professional qualification.
• Interpersonal Skills: Possessing very good interpersonal skills, including the aptitude to establish and lead discussions, and propose constructive ideas and improvements aimed at mitigating the recurrence of issues.
• Robust Communication with Stakeholders: A strong capacity for confident communication with internal peers and external stakeholders, including all customers.

Essential:

• Demonstrable experience in a comparable IT based Live Service environment; which will include experience in ticket-based workflow management, incident management, change, release management and knowledge management.
• Good knowledge of main MS and Google Suite applications (excellent in Google Sheets/MS Excel) and the Cabinet Offices IT solution.
• Engagement with senior stakeholders and maintaining professional relationships both inside and outside an operation.

Desirable:

• Working in a fast-paced ticket-based service delivery environment dealing with a varied mix of customers
• An understanding of IT management processes; including having a ITIL4 Foundation qualification, or a willingness to obtain this certification in post.

Additional information:

Cabinet Office policy is that a minimum 60% of your working time should be spent at your principal workplace. For some roles, due to their nature and the business need, this may be up to 100%. Requirements to attend other locations for official business will also count towards this level of attendance.