We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity. Senior Problem Analyst Vacancy number: 86322 Location: National* Closing Date: 3rd May Interviews: W/C 20th May (subject to change) Grade: HEO (MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer) Salary: London: £37174 - £40403 (which may include an allowance of up to £851) - National: £32827 - £35678 (which may include an allowance of up to £61) Working pattern: Full-time, part-time, flexible working, job share. Contract Type: Permanent *We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP The Role We’re recruiting for a Senior Problem Analyst here at Justice Digital, to be part of our warm and collaborative Service Operations team. This role aligns against IT Service Manager from the Government Digital and Data Framework. The role of the senior problem analyst will have experience of leading ITSM capabilities and operating in a complex digital and technology landscape, accountable for the development and delivery of high-quality Problem Management process. Working in a Service Integration and Management to build and maintaining effective relationships with a variety of suppliers, both internal and external as well as other members of Problem, Incident, Change and CSI Management and the wider Service Operations audience ensuring the area of Problems as a SIAM provider to third party providers establishing appropriate governance structures to underpin this. To help picture your life at MoJ Justice Digital please take a look at our blog and our Justice Digital strategy 2025 Key Responsibilities: • Operate and input to the Problem Management governance framework. • Manage the Integration, coordination and assurance of IT suppliers’ problem management activities. • Continual assessment and monitoring of potential problems. • Proactive management of identified potential future problems to prevent their occurrence. • Creating and presenting reports on data analysis to identify potential problem records. • Reactive review of detected problems and coordination of business response – including that of relevant IT suppliers. • Communication of problem status to appropriate stakeholders. • Monitoring, tracking and assuring root cause analyses of detected problems, and coordination of lessons learned activities in order to proactive prevent reoccurrence of that or a similar problem. • Ensuring that CSI’s and risks are identified and are logged and progressed with relevant parties. • Reactive Incident trending – data driven to identify potential problem records. • Implement Known Error Database articles. • Working collaboratively with Suppliers & Key stakeholders to identify trends and incident patterns. • Creating and managing Problem Records. • Consulted and informed for Supplier issues – having a holistic view for the wider team and across all suppliers. • Work with the Problem Management managers and Lead inputting to define strategic vision and operational viewpoints. • Integrate suppliers to provide maximum coordination across Problem Management activities. • Assess processes and identify trends, discrepancies and opportunities for improvement. • Work with Process Owners / Service Managers to identify improvements. If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply! How to Apply Candidates must submit a CV and statement of suitability (of approximately 500 words) which describes how you meet the requirements set out in the Person Specification above. Candidates who do not submit both a CV and a separate statement of suitability will not be invited to interview. In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience and the following Behaviours during the assessment process: • Seeing the Bigger Picture • Making Effective Decisions • Communicating and Influencing Your application will be reviewed against the Person Specification above by a diverse panel. Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. Should we receive a high volume of applications, a pre-sift based on “Experience of engaging and working collaboratively with colleagues across other IT Service Management teams/external partners to achieve desired outcomes” will be conducted prior to the sift. Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application. A reserve list may be held for a period of up to 12 months from which further appointments may be made. Terms & Conditions Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements. If you have any questions please feel free to contact recruitment@digital.justice.gov.uk