ITSM Practice Analyst

Job summary

Are you knowledgeable in IT Service Management (ITSM) and looking to develop this further, being involved in a vast array of services that touch nearly all UK households?

Do you like the sound of a multi-faceted role, working closely with product teams and business stakeholders to perform ITSM in a modern and progressive way, developing your skillset at pace?

If so, we would love to hear from you!

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA Driver and Vehicle Licensing Agency - Department for Transport Careers

Job description

Our ITSM Practice Analyst roles work within a small, multi-skilled team that operates a wide range of ITSM practices / functions across a particular area (‘tower’) of DVLA’s services – namely Drivers, Vehicles or Core. This team manages the ITSM practice activities of all ITS (DVLA’s IT department) service and support functions relevant to the tower, defining and ensuring performance against OLAs for these activities, underpinning wider IT Service Management’s ability to deliver services in accordance with agreed SLAs and experience factors aligned to business and customer needs.

Required to possess a good level of industry best practice knowledge / experience in ITSM practices / functions, the ITSM Practice Analyst is responsible for performing many of the process tasks and activities which underpin the overall operation of the practices for the service tower. In doing so, they engage with a vast range of product-based DevOps engineering squads and Agile delivery teams, as well as other Service Management and Business stakeholders, making this role a fantastic opportunity to interact with colleagues across the entire IT eco-system.

Your responsibilities will include but will not be limited to:

• IT Service Management Framework and Practices: Applying your knowledge / experience of industry best practice, being responsible for performing underpinning process tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower, in line with the documented processes, activities and success factors for each practice:
  
  • Incident Management
  • Problem Management
  • Change Enablement
  • Service Transition
  • Service Configuration Management
  • Service Continuity Management
  • Capacity and Performance Management
  • Monitoring and Event Management
  • Continual Improvement
  • Management of SSL/TLS Certificates
• Technical understanding: Show sufficient awareness of core technical concepts to be able to facilitate and contribute to conversations with technical teams, using high-level technical information to undertake ITSM practice activities effectively.
• Service focus: Possess awareness of the holistic ITSM / service context when conducting practice work to avoid a narrow or siloed task view, seeking guidance where necessary.
• Continual service improvement (CSI) and business analysis: Show an awareness of developing process efficiency and common ways in which processes are optimised, supporting continual improvement activities of the practices.
• Ownership and initiative: Take ownership and adopt a pro-active mindset in your approach to all practice work, ensuring that the underpinning process tasks and activities are ultimately adding value. Engage with stakeholders for these underpinning tasks and activities pro-actively and directly.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on 22nd April at 11:30am. Please click here to book on.

Person specification

We are looking for someone who has a passion for ITSM and enjoys working in a dynamic, innovative and progressive way, ensuring that ITSM interfaces effectively with DevOps and Agile practices also adopted at DVLA . We’d like someone with natural initiative who will take pride in their work, able to engage with and co-ordinate the activities of a wide range of colleagues of varying skillsets.

We want you to be able to communicate well and build positive relationships with a wide range of stakeholders and engineering teams in particular, being able to hold high-level conversations with them about technical information. Having a curious mind with an interest in problem solving and improving processes or ways of working is also incredibly welcome.

We would also love for you to come and tell us about why your attributes are suited to the role!

If you do not already hold the certifications listed on the role profile, then you must be willing to work towards these once in role and will be supported in this.

Additional Information

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (the location cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

Visa Sponsorship
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

Behaviours

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

• Changing and Improving

Technical skills

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

• IT Service Manager - Service Focus (Skill level: Practitioner)
• IT Service Manager - Service Management Framework Knowledge (Skill level: Working)
• IT Service Manager - Technical Understanding (Skill level: Working)

Benefits

Alongside your salary of £35,663, Driver and Vehicle Licensing Agency contributes £10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Best in class learning and development tailored to your role
• An environment with flexible working options where we encourage a great work-life balance
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
• Generous employer contribution of 28.9%, depending on chosen pension scheme
• Flexible working options where we encourage a great work-life balance.
• Digital communities with clear career frameworks
• On-site gym plus personal training available (membership applies)
• On-site nursery, restaurants and coffee bar
• 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Free parking

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (1000 words).Please provide evidence of your experience of the following:

• Working in IT Service Management (ITSM), and knowledge of associated industry best practice.
• Working closely with engineering teams and understanding technical information.
• Ability to be pro-active and co-ordinate work involving multiple teams / stakeholders.

The sift will take place 27th April 2026

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

Behaviours

• Changing & Improving

Technical

• IT Service Manager - Service Focus (Skill level: Practitioner)
• IT Service Manager - Service Management Framework Knowledge (Skill level: Working)
• IT Service Manager - Technical Understanding (Skill level: Working)

Experience

The interviews will take place week commencing 11th May 2026

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

This interview will be conducted in person at our Swansea office. Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site

Further information on the selection process

Feedback on your application can only be provided if you attend an interview or assessment.

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.

Pre-employment Checking

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.

If your application is successful but you have been dismissed from the Civil Service within the last 12 months, your application could be removed at the pre-employment checking stage.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

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

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

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

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit theHow We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

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.

All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

Hate speech or discriminatory behaviour

Threats or acts of violence

Illegal activity or substance misuse

Sexually explicit material

Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public.

Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle—it’s about checking for potential red flags that might affect the role or company culture.

If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

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

Security

Successful candidates must undergo a criminal record check.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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil 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.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Judith Jones
• Email : ITSRecruitment@dvla.gov.uk

Recruitment team

• Email : dftrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here

Attachments

Role Profile Opens in new window (pdf, 207kB)