The Command and Control Analyst role is fundamental in ensuring CE&BO is able to proactively identify and prevent or progress significant IT failures or performance issues which may affect the user experience of HMRC colleagues, and external customers.

As a command & control analyst you will be responsible for monitoring our IT estate using a variety of monitoring tools, gathering information, undertaking analysis, triaging incidents which you will either progress or escalate to the Major Incident Manager.

This is an exciting role, where you will work collaboratively with your team to provide monitoring to areas of IT HMRC's estate.

You will be joining a team that provides round-the-clock cover and service, 24 hours per day, 7 days per week, 365 days per year.

This role attracts an Annual Attendance Allowance (AAA) payment which is a 25.49% monthly payment on top of your basic salary. This payment could vary to reflect the specific type and number of unsocial hours you are rostered to work.

You will perform your contracted hours on an annualised hours basis, working fixed shift patterns over a 4-week rostering period consisting of days, nights, weekends, and public holidays.

The total number of hours worked over the 4-week rostering period is 148 hours. This is not inclusive of breaks which are unpaid.
If the rostered shift falls on a Bank Holiday, colleagues are expected to work this.

Typically, in 2 out of the 4 weeks, there is a requirement to work 52.75 hours per week, and in the other 2 weeks, a requirement to work 21.25 hours per week. This is subject to change in accordance with business needs.

Current (typical) shift patterns are as follows:

Week 1
Monday 6:45am - 7pm
Tuesday, Friday, Saturday, Sunday 7am - 7pm

Week 2
Wednesday 6:45am - 7pm
Thursday 7am to 7pm

Week 3
Monday 6:45pm - 7am
Tuesday, Friday, Saturday, Sunday 7pm - 7am

Week 4
Wednesday 6:45pm - 7am
Thursday 7pm - 7am

Please note that allowances paid within HMRC are subject to change in accordance with respective policy changes, and the Annual Attendance Allowance is currently under review

The Command & Control Analyst role is a hybrid role (following successful completion of training) with 60% of working hours being office based in either our Newcastle or Telford bridge operations room.

You must therefore be able to commute to either the Telford or Newcastle location.

Person specification

You will be self-motivated, resilient, and confident. A strong communicator who can work proactively and reactively and is able to take the lead.

A team player, you will thrive in a team environment and quickly build strong working relationships with your team and wider resolver teams across multiple locations and working patterns.

You are someone who can analyse data from multiple monitoring services, ServiceNow and provide detailed information and understanding to the Major Incident Manager, Senior Command & Control Analyst and Service Owners.

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We cannot guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Responsibilities include but are not limited to:
• Proactively monitor the HMRC IT estate, performing detailed analysis using a range of monitoring tools and dashboards. Collaborate with relevant stakeholders to interpret findings and take appropriate action based on the insights gathered
• Monitor incidents raised on our call logging platform and perform trend analysis.
• Respond to calls coming into the Bridge liaising with callers, documenting calls, and managing or escalating as required.
• Conduct investigate work on incidents such as detailed diagnostics, business impact and incident count, liaising with Service Owners, Service Managers and major Incident managers where appropriate.
• Provide support to the Major Incident Manager during incidents, providing information based on the monitoring analysis, number of users affected using Service Now trending, assisting with understanding potential impacts.
• Record and review observations to ensure awareness of incidents and trends.
• Participate in Service Readiness Reviews, MI calls, Post Incident Reviews as required.
• Perform CE&BO impacting for new projects and services utilising various tools and knowledge to make informed decisions on new monitoring requirements.
• Introduce monitoring of new services to the team through recorded overviews, testing of monitoring, work instructions and use of the analysts One Note documentation.
• Production of reports and appointments.
• Undertake regular process reviews and drive improvements.
• Monitoring CE&BO mailbox and Open line, Perform analysis on information provided and decide next steps. Recording information the information received on the call log with clear and concise details.

Essential Criteria
• Proficient in the use of incident management tools (ideally ServiceNow)
• Proficient in the use of Observability tools (ideally Dynatrace)
• Strong analytical and problem-solving skills required to undertake trend analysis utilising troubleshooting methodologies and root cause analysis skills.
• Excellent communication skills required and the ability to build positive relationships with stakeholders to enable collaboration
• Ability to remain calm and work at pace in rapidly changing situations, being able to quickly assess the situation and reprioritise based on changing information from multiple sources.

Other Security Information

This role requires NSV checks at Security Clearance (SC) and you must either hold or be willing to obtain this prior to take up duty.

Important information for existing HMRC contractual homeworkers

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Transitional Sites Information

If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Benefits

Alongside your salary of £36,320, HM Revenue and Customs contributes £10,521 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Things you need to know

Selection process details

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history and previous experiences. This will be scored against the roles and responsibilities outlined in the advert.
• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and Person Specification outlined in the advert. .

Further details around what this will entail are listed on the application form.

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Sift

In the event of a large number of applications being received, an initial sift may be held on your CV.

At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, your experience will be assessed and you will also be asked a Technical question on how you would resolve a complex IT issue.

Interviews will take place via video link.

Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via:

unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.

Merit List

After interview, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

Additional Security Information

Please note in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Important information for existing HMRC contractual homeworkers

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations (opens in a new window) .

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) .

See our vetting charter (opens in a new window) .

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Margaret Tron Eglintine
• Email : margaret.tron@hmrc.gov.uk
• Telephone : 07919 217833

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.

If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Attachments
UPDATED - Combined TC and OGD Pay English - July 2024 Opens in new window (docx, 132kB)