Job Vacancy ITSM Practice Analyst - Driver and Vehicle Licensing Agency - HEO

Our ITSM Practice Analyst roles work within a small, multi-skilled team that operates a wide range of ITSM practices / functions across a particular area (‘tower’) of DVLA’s services – namely Drivers, Vehicles or Core. This team manages the ITSM practice activities of all ITS (DVLA’s IT department) service and support functions relevant to the tower, defining and ensuring performance against OLAs for these activities, underpinning wider IT Service Management’s ability to deliver services in accordance with agreed SLAs and experience factors aligned to business and customer needs.

Required to possess a good level of industry best practice knowledge / experience in ITSM practices / functions, the ITSM Practice Analyst is responsible for performing many of the process tasks and activities which underpin the overall operation of the practices for the service tower. In doing so, they engage with a vast range of product-based DevOps engineering squads and Agile delivery teams, as well as other Service Management and Business stakeholders, making this role a fantastic opportunity to interact with colleagues across the entire IT eco-system.

Your responsibilities will include but will not be limited to: 

• IT Service Management Framework and Practices: Applying your knowledge / experience of industry best practice, being responsible for performing underpinning process tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower, in line with the documented processes, activities and success factors for each practice: 
  

  • Incident Management

  • Problem Management

  • Change Enablement

  • Service Transition

  • Service Configuration Management

  • Service Continuity Management

  • Capacity and Performance Management

  • Monitoring and Event Management

  • Continual Improvement

  • Management of SSL/TLS Certificates

• Technical understanding: Show sufficient awareness of core technical concepts to be able to facilitate and contribute to conversations with technical teams, using high-level technical information to undertake ITSM practice activities effectively.

• Service focus: Possess awareness of the holistic ITSM / service context when conducting practice work to avoid a narrow or siloed task view, seeking guidance where necessary.

• Continual service improvement (CSI) and business analysis: Show an awareness of developing process efficiency and common ways in which processes are optimised, supporting continual improvement activities of the practices.

• Ownership and initiative: Take ownership and adopt a pro-active mindset in your approach to all practice work, ensuring that the underpinning process tasks and activities are ultimately adding value. Engage with stakeholders for these underpinning tasks and activities pro-actively and directly.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on 22nd April at 11:30am. Please click  to book on.