ITSM and Business Operations Analyst

Registers of Scotland • TRAFFIC • Remote (Edinburgh, Not Specified, United Kingdom) • 1d ago

Salary: £33,785 to £36,266
Pension: 28.97% of base salary (RoS contribution)
Annual Leave: 38 days annual holiday, increasing to 42 days with length of service.
Duration: Permanent
Working Pattern: 35 hours per week. We are a flexible employer and will consider a variety of working patterns.
Location: Hybrid working model. Contractual base either at Meadowbank House, Edinburgh (EH8 7AU), or St Vincent Plaza, Glasgow (G2 5LD).While remote work provides the freedom to work from home, we value in-person collaboration. Projects and team activities may require onsite presence to foster creativity and collaboration.
Grade: Executive Officer
Closing date: 23 July at 11:59pm
Number of vacancies: 1

Registers of Scotland (RoS)
Join an award-winning organisation recognised for its technology and innovation. Registers of Scotland is a world-leading pioneer in land and property registration. Our full-stack teams design, architect, and build all our registration products in-house. We work to create digital solutions for the people of Scotland. You will get an opportunity to nurture your creativity and develop with us through access to the latest data, software engineering and product delivery techniques.

This job is for you if you want

Work with purpose: we strive to provide the best public service and set the bar for land and property registration worldwide.
Flexible and hybrid working:, work when and where it's best for you and your stakeholders, depending on the role and team requirements.
Benefits: enjoy pay progression, pension contributions of up to 29%, up to a year's parental leave, and 38 days annual holiday, increasing to 42 days with length of service.
Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job.
Diversity and Inclusion: We are an 'Investor in People' and a 'Disability Confident' employer. We are inclusive, stronger together, and committed to putting our people first.
Positive work culture: RoS is an agile, digital organisation using leading-edge technology.Colleagues understand their role in achieving our strategy and have the autonomy to deliver.

To learn more about RoS and what we offer visit our careers pages or watch this short video.

The Role

Join our dynamic Service Management team and play a crucial role in maintaining the operational excellence of our digital services within the Digital Directorate. As a key member of the Service Enablement team, you will drive assurance activities to uphold high service management standards. You'll champion the implementation of best-practice processes and ensure seamless service delivery across the organisation - helping us to consistently meet and exceed business needs.

If you're passionate about service quality and operational integrity, this is your opportunity to make a real impact in a collaborative, forward-thinking environment.

On a typical day you will
The IT Service Management and Business Operations Analyst will be responsible for delivering and assisting with a range of tasks:

Support the delivery of Service Management practices, which include incident management, problem resolution, and change management.
Support delivery of IT Enablement objectives.
Creating and updating Knowledge Base articles using standardised templates to ensure content effectively addresses common issues and provides clear guidance for efficient resolution.
Collaborate with Digital Workplace Services and support the delivery of a high-quality digital workplace and customer experience for all colleagues.
Collaborate with the team to collect key performance indicator (KPI) data, such as incident resolution times, and preparing performance reports for stakeholders.
Responsibilities in budget administration include approving contractor timesheets, verifying invoice accuracy, and assisting the Budget Liaison Officer with various financial activities as needed.
Manage shared mailboxes, ensuring effective triage and quick responses.
Collaborate with internal and external stakeholders on the recruitment contract lifecycle management of contingent workers, coordinating contract renewals and ensuring compliance with IR35 regulations. Utilising the support of senior team members as necessary.
Collecting feedback to identify areas for improvement to enhance service delivery and operational efficiency.

Key Responsibilities
Essential Criteria - Skills and Attributes for Success

Technical:
We will assess you against the following technical skills during the application and assessment process:

Demonstrable working knowledge of M365 Suite, including Outlook, Teams, SharePoint, OneDrive and Excel.
Experience of working with complex data and data entry, such as managing and maintaining large datasets in Excel.
Proficiency in using various digital tools and platforms.
Excellent written and verbal communications skills.

Competencies
At applicationand assessment stages, you will be scored against the Competencies below:

Analysis and Making Effective Decisions

Taking initiative as the first point of contact. Experience of analysing and evaluating data from various sources. Seeking out relevant information from stakeholders to make well considered decisions.

Leading and communicating/Collaborating and partnering

Excellent communication skills, both orally and in writing, adapting style of communication to meet various stakeholder requirements. Able to work collaboratively with other teams. Building positive relationships both with internal and external stakeholders to achieve excellent results.

Delivering a quality of service

Flexible and self-motivated with the ability to prioritise and manage a range of tasks with minimum guidance, recognising any potential difficulties and dealing with these appropriately. Conscientious and thorough, pays attention to detail, ensuring high quality outputs.

Demonstrating commitment and drive

The ability to work to tight deadlines ensuring outcomes are delivered on time and to required standard. Ability to take initiative when appropriate, such as identifying potential issues before they arise or proposing new solutions to improve efficiency

Stage one - Application and Initial Application sift

To apply, click on 'Apply now' and complete our online application form, you will need to submit:
•A CVsetting out your career history and how you meet the Technical criteria required in the role (we recommend no more than 4 pages in length).
•Provide an example for each competency listed above (150 - 250 words per answer)

Candidates who have submitted a CV, answered the essential criteria, and will be sifted on the below essential criteria.

Technical/Experience

If the technical experience criteria are met, the full statement of suitability will then be reviewed and sifted.

Stage Two - Secondary Sift - Online Excel Proficiency Test

Candidates who successfully pass both the technical and competency sift will be invited to complete an online Excel Proficiency Test. If successful you will then be invited to the assessment stage.

Please note:

If we receive a high volume of applications, we may complete an initial sift on Technical Criteria
We reserve the right to invite candidates to participate in a telephone interview prior to being further assessed.
Applications that are not accompanied by CVs or responses exceeding 250 words per competency will not be considered.
We would strongly recommend that your statement is written in the STAR format(Situation, Task, Action & Result) and preparing your answers using software such as MS Word or Google Docs, and then uploading the file.
We strongly advise you review our policy on responsible use of AI in the application process. RoS may check answers with an AI detection tool and will contact you for a pre-screening call to verify your responses.
Applications and appointments are subject to a strict merit-based assessment process, in line with the Civil Service Recruitment Principles .

Stage Three - assessment

If successful at application stage, you will be invited to an in-person interview in our Edinburgh Office which will include the following:

Competency based interview

For further information on the competencies, visit our Competency Framework.

Recruitment timeline

Closing date: 23 July at 11:59pm
Application sift: 24-29 July
Secondary sift Excel Test: 30-1 August
Invites to assessment: W/C 4 August
Interviews: Week commencing 11 August (subject to change)

Feedback

Feedback will only be provided if you progress to interview stage.

Reserve List
In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.

Nationality and immigration status
In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status) . click apply for full job details

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