Junior Operations Analyst

Public Sector Resourcing • London Britain Township, PA

1d • Onsite

About The Position

The Home Office is seeking a Junior Operations Analyst for an initial six-month, Inside IR35 contract. The role is based on site in London and operates on a four-days-on, four-days-off shift pattern, consisting of two day shifts and two night shifts. The role can only be performed within the UK. NPPV and SC clearance are essential; candidates must at minimum be willing and eligible to undergo the checks. Preference may be given to candidates who already hold active security clearance.

The postholder will work in an IT Operations Centre (ITOC), monitoring live services and working with resolver teams, including Business Relationship Management, to resolve incidents affecting end users. The role supports the Home Office’s work across Homeland Security, Public Safety and Borders, and Immigration and Citizenship.

The postholder must understand and follow ITOC and ITIL event, incident and problem management policies and procedures, Organisational Level Agreements and Service Level Agreements. They should contribute to continuous service improvement and understand the ITOC Business Continuity Plan, including readiness to work at short notice from an alternative facility to support business continuity.

This role falls within the scope of Off Payroll Working in the Public Sector legislation. Any quoted payment rates reflect the gross daily assignment rate and are subject to applicable taxes and statutory costs; payment to the intermediary and resulting income will differ.

Requirements

• NPPV and SC security clearance are essential; candidates must be willing and eligible to undergo the checks. Candidates holding active clearance may be preferred.
• Strong interpersonal skills and the ability to communicate clearly, respectfully and professionally with people from diverse backgrounds and across all levels.
• Ability to work effectively and inclusively as part of a team, value diverse perspectives and contribute to a supportive, respectful working environment.
• Openness and willingness to learn new technologies and approaches and to pursue continuous personal and professional development.
• Sound analytical skills to identify issues and develop effective solutions, considering impacts on diverse users and stakeholders.
• A strong sense of responsibility and drive to complete tasks.
• A user-focused approach to ensuring services are accessible, inclusive and responsive to the needs of the communities served.
• Ability to support live services and work constructively with resolver teams to minimise service disruption and ensure equitable, inclusive problem resolution.
• Availability for the stated four-days-on, four-days-off pattern, including two day shifts and two night shifts.
• Ability to work in the UK; overseas working is not permitted.

Nice To Haves

• Understanding of or experience with ITIL Service Management.
• Understanding of Lean, Agile and DevOps principles within a product-centric delivery model.
• Experience working in a public sector or law enforcement environment.
• ServiceNow experience.
• Active security clearance.

Responsibilities

• Use enterprise monitoring tools to monitor infrastructure, networks and applications for alerts and events that could affect services provided to Home Office technology users.
• Raise incidents in a service management toolset, log them and initiate necessary resolution activities.
• Support incident and problem resolution, engaging with Home Office Government Digital and Data Profession teams or suppliers as required.
• Track incidents using service management tools and produce supporting reports or data as required.
• Understand and adhere to ITOC and ITIL event, incident and problem management policies, procedures, Organisational Level Agreements and Service Level Agreements.
• Contribute proactively to continuous service improvement by identifying improvements to ITOC processes and procedures.
• Understand the ITOC Business Continuity Plan and be prepared to work at short notice in an alternative facility to support business continuity activities.
• Work constructively with resolver teams to support live services and minimise service disruption.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed