Senior Service Catalogue Analyst

Job summary

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

Digital, Data, Technology and Security (DDTS) is the trusted team for digital across the entire Defra Group.

We have around 1000 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.

Find out more about DDTS:

Defra digital, data and technology blog

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We are Government Digital and Data Candidate Information Pack V3 - 1

Job description

As a Senior Service Catalogue Analyst you will be responsible for supporting the day-to-day operational execution of the Service Catalogue Management Process and maintenance of the catalogue with the available IT Applications, Products and Business Services. You will receive, review and implement requests to add, amend or disable entries within the catalogue to ensure all the necessary information is provided.

You will be a liaison with the Requestor and Stakeholders to review the requirements and gain approval from the Service Owner and Service Catalogue Manager and use the ServiceNow platform to develop, test and implement new Service Requests and will support general platform administration.

Person specification

Responsibilities:

• Ensuring all required information is obtained and conducting impact assessments for requests to add, update, remove or disable a service requests
• Initiating the design, development, build and testing of new or update catalogue items
• Configuring the ServiceNow platform to support complex catalogue changes, including API integrations and advanced workflows
• Communicating service catalogue changes to relevant stakeholders and user groups
• Developing and delivering training on Service Catalogue maintenance and updates
• Contributing to identifying and defining handoffs between Service Management functions and processes to ensure seamless service delivery
• Supporting continuous improvement initiatives by contributing to reviews and enhancements of the Service Portal user experience

Skills and experience:

• Experience in administrating the ServiceNow platform
• Experience of capturing requirements and designing request items and workflows
• Experience of working with stakeholders and managing expectations
• Knowledge and understanding of the ITIL framework and ITSM practices

Selection process

The Civil Service marks each element of the selection process on a merit basis. You can visit the gov.uk website for further information on the Civil Service rating scale.

Ensure you have tailored your CV and Personal Statement to the 'skills and experience' section of the job advert by providing examples on how you are suitable for the role using the STAR method.

Please ensure you demonstrate clearly, within your personal statement, how you meet these requirements, as the information you provide will form a key part when the panel is scoring your application.

For further information on STAR, you can check out our Hints and Tips document.

Application process

As part of the application process, you will be assessed on your experience. This will be evaluated by looking at your CV and personal statement, so please provide the following and ensure your experience is clearly demonstrated:

A CV
A 500-word Personal Statement: Referring to the 'skills and experience' sections of the job advert, please demonstrate how you are suitable for the role by providing relevant examples.

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

Sift

Sift will begin shortly after the advert closes.

Should there be a large number of applications, an initial sift will be conducted using your personal statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment or interview.

Interview

If successful at sift, you will be invited to an interview where you will be assessed on the Behaviours listed below, as well as Experience.

Interview dates are to be confirmed. Please note that these may be subject to change.

Interviews will be held virtually on Microsoft Teams.

For further information on Success Profiles, you can visit the links below and watch our videos on DefraJobs.

Behaviours
Experience

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Changing and Improving
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of £35,895, Department for Environment, Food and Rural Affairs contributes £10,398 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• 25 days leave (rising to 30 days over 5 years) plus bank holidays.
• A Civil Service pension with an average employer contribution of 28.97%.
• A day off per year for the King's birthday.
• Access to a range of retail discounts (these include supermarket, tech, gym, holiday, phone and more).
• Flexible working options such as condensed hours, part-time and flexi time.
• 3 paid volunteering days per year.
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