Performance Analyst

Job summary

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Help shape how software services are delivered to over 60,000 HMRC colleagues.

Using data, stakeholder engagement and service insight, you will support informed decision-making, improve software utilisation and contribute to the delivery of modern digital services across one of the UK's largest government departments.

HMRC Chief Digital and Information Office (CDIO) have adopted a products and platforms operating model, which is reflected in the way we deliver and support technology services across HMRC.

Software Delivery forms part of the Modern Workplace Platforms (MWP) team within the Chief Engineering and Platform Office (CEPO). Our role is to support the effective management, governance and continuous improvement of software services used across HMRC. Through collaboration with Platform teams, suppliers, Commercial colleagues and business stakeholders, we help ensure software services remain reliable, cost-effective and aligned to customer and business needs.

Job description

As a Performance Analyst, you will support the management and performance of software services by providing operational reporting, licence administration and performance insight. You will work with stakeholders across HMRC to monitor service performance, support service reviews, identify opportunities for improvement and help ensure software services continue to deliver value and meet agreed service standards.

The role combines software licence administration, user access management, stakeholder engagement and performance reporting. Using data and insight, you will help support decision-making, monitor service quality, maintain accurate records and contribute to the continual improvement of software services across HMRC.

Person specification

• Manage the Software Delivery mailbox, responding to customer and stakeholder enquiries.
• Administer software licences and user access using licence management, access management and supplier administration systems.
• Support software licence management activities across a portfolio of software products and services used throughout HMRC.
• Produce, analyse and maintain software usage and performance reports.
• Identify and support software licence optimisation and reclamation activities through the analysis of usage information, reporting and user engagement.
• Support software licence review, recertification and governance activities, maintaining accurate records and ensuring licensing arrangements remain aligned to business needs.
• Manage software licence pools and access permissions, ensuring users have appropriate access to software products and services.
• Support software purchasing and procurement activities, ensuring requests are processed in line with approved processes.
• Support software renewal activities and associated supplier engagement.
• Develop and maintain the Software Team SharePoint site and associated guidance.
• Attend and support monthly Service Reviews and weekly Software Issues meetings.
• Support the monitoring of service performance against agreed service levels and contribute to the identification and implementation of service improvements.
• Work with Supplier Managers, Commercial teams and software suppliers to support performance reporting and service delivery.
• Build and maintain effective relationships with internal and external stakeholders.
• Support the maintenance and review of software licence records and inventories, ensuring actions are tracked and progressed with relevant suppliers and service partners.

Essential Criteria

• Ability to analyse and interpret information to produce meaningful insight and support informed decision making.
• Experience of producing, maintaining or working with reports and data, ensuring a high degree of accuracy and attention to detail.
• Ability to manage and prioritise a varied workload, delivering tasks and activities to agreed timescales.
• Ability to build and maintain effective working relationships with a range of stakeholders, providing a professional and customer-focused service.
• Experience of supporting business systems, services or operational processes, ensuring activities are completed accurately and records are maintained in line with agreed procedures.
• Ability to identify opportunities for improvement and contribute to the continuous improvement of services, processes or ways of working.

The essential criteria will not be assessed individually. Instead, candidates should use their 750-word personal statement to demonstrate how they meet the essential criteria listed above.

Desirable Criteria

• Experience of analysing and interpreting data to produce meaningful insight, support performance reporting and inform decision-making.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for the following site, it’s important to note that this is not long-term site 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)

This site is:

• 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 £37,682, HM Revenue and Customs contributes £10,916 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).

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