Change and Release Analyst

Background

Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and implementing bold plans to transform our IT and digital services.

We are using digital services and smart data to help people deal with us effectively and efficiently, but also allows us to better identify the minority who seek to avoid or evade their taxes

Our IT infrastructure is one of the largest and most dynamic in Europe, and we are now one of the most digitally-advanced tax authorities in the world.

The Team

Service Management & Operations (SM&O) are accountable for the end-to-end service for HMRC’s IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience.

We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who already have real hands-on experience of driving through both technical and business changes

Role & Responsibilities

You will be part of a small team of Analysts operating in an ITIL aligned function, helping to deliver an effective Operational Change Management process across all areas of HMRC’s Delivery Groups and Suppliers.

You will be responsible for ensuring that changes to HMRC services are authorised, controlled and traceable.

The Change Management function is responsible for ensuring that standardised methods and procedures are used for efficient handling of all changes. This minimises the impact of change-related incidents by managing risks.

You will support the Change Management process, by capturing and managing risks or issues and escalating where appropriate.

You will be a key player within the team, contributing to the development of a positive team culture, delivering an excellent standard of service, developing effective relationships with partners, and providing advice and guidance on the processes and standard methodology.

Duties will include:

* Supporting the Change Management Team in effective management of the Operational Change Process across the HMRC estate

* Contribute to the minimising of risk to service from the impact of Change. Monitor and ensure the quality of Operational Change Requests as they navigate their way through the Change process

* Day to day responsibility of moderate and Low risk changes, being responsible for 90% of the Operational Change Requests created on the HMRC estate.

* Contribution to, and support of, a continuous improvement of the Change Management Process

* Provision of Daily and Weekly reporting on Operational Change Requests and the Change process,

* Liaising with HMRC suppliers who do not have access to the Change Management Tool, helping and supporting Change Requesters to navigate their way through the process and the toolset.

* Creation of Supplier Operational Change Requests and provision of assistance and technical advice to ensure the production of a robust, quality aligned, document.

Essential Knowledge, Criteria and Skills

* A working knowledge of Change Management processes.

* Demonstrable ability to process information, generate detailed analysis and reports using MS Office, Process documents and IT Service Management toolsets

* Experience of delivering IT changes to technology services (e.g: Desktops, Cloud, Physical environments)

* Evidence of good reporting skills, including the ability to analyse requirements and produce a suitable report.

* Excellent communication skills across multiple levels of hierarchy.

* Experience of working in a multi skilled team, yet demonstrating the ability to self-start, managing and prioritising own work.

Desirable Knowledge, Criteria and Skills

* A working knowledge of Release Management, Configuration Management, Incident Management and Service Design and Transition.

* Working in or knowledge of an Agile or DEV OP’s environment

* Experience of delivering IT changes to technology services (e.g: Desktops, Cloud, Physical environments).

Selection Process

CVs should clearly demonstrate how the candidate meets the essential criteria and qualifications stated above.

Applicants will be sifted based upon contents of the CV providing evidence of the essential criteria.

If you are successful at the sift stage, you will be invited to interview to demonstrate your suitability. Interviews may be held via Teams due to current COVID19 situation.

Reasonable adjustment

We are an equal opportunity employer and value diversity at our company. We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

Additional Information

Applicants are encouraged to contact the recruitment manager who can forward any queries to the vacancy holder or can arrange for an informal discussion to understand the role better:

​​​​Amy Goulding – email will be on the application link

All applicants will need to provide proof that they have the right to work in the UK. Information on Right to Work legislation can be found at Right to Work in UK

We are committed to offering flexible working within our organisation. We will consider all requests to work part-time, flexibly or on a job-share basis. Please speak to the recruitment team or the hiring manager if you would like to discuss flexible working arrangements.

RCDTS is an office-based organisation committed to achieving the optimum work/life balance arrangements for staff. Where business requirements permit, we are fully supportive of a blend of home and office working.

A copy of the RCDTS Book of Benefits is attached to this job advert

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current RCDTS employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

A reserve list may be created if suitable candidates are identified and will last for a period of 12 months