Junior Operations Analyst

Job summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.

You will be working in an IT Operations Centre (ITOC) environment. Monitoring real time services that support Live Policing. You will work closely with resolver teams such as Business Relationship Management (BRM) to resolve Incidents for Police end users. You will work in one of five teams that support policing in a London based ITOC.

This role will help you provide a gateway into Policing and work with resolver teams in a fast paced and dynamic environment.

Job description

You will be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. As well as participating and supporting collaboration initiatives and career development within the ITOC, building in-house capability via a professional community of practice.

Key responsibilities:

• Using enterprise monitoring tools to monitor infrastructure, network and applications for alerts and events that could impact the services provided to users of Home Office technology.
• Raising incidents in a service management toolset, logging and initiating necessary resolution activities.
• Supporting incident and problem resolution activities, engaging with other Home Office Government Digital and Data Profession teams or suppliers as required.
• Tracking incidents using service management tools and producing supporting reports / data as required.
• Understanding and adhering to ITOC and ITIL (IT Infrastructure Library) event, incident and problem management policies, procedures, Organisational Level Agreements and Service Level Agreements.
• Proactively contributing to continuous service improvement through the identification of ITOC process and procedure improvements.
• Understanding the ITOC Business Continuity Plan, and being prepared to work at short notice in an alternate facility to support Business Continuity activities.

Working pattern

Due to the business requirements of this role, it is only available on a full-time basis with shift working. The successful candidates will work as part of a 24/7 shift team and will be expected to be in the office 100% of the time, due to security systems used in this role, there will be no option for hybrid working.

Shift working

Successful candidates will need to be able to attend for all shifts including early starts, late night finishes, and overnight shifts. These shifts may be outside of public transport operating hours.

The shifts are 3 x 13hr shifts working Days one week, Nights the next week and on a rotating shift covering days, nights, weekend and all bank holiday. Four rest days then back on shift pattern. There is a requirement for successful candidates to work an additional 55hrs per year to complete training/development and virtually attend meetings. Due to operational challenges you may be required to work on different teams within the ITOC environment at short notice.

The successful candidates will receive a shift allowance of up to 20% (capped) and premium payment for weekend and bank holidays rostered.

Person specification

Essential criteria:

• Must hold ITILV3/4 foundation qualification.
• Demonstrates strong interpersonal skills with the ability to communicate clearly, respectfully, and professionally with individuals from diverse backgrounds and across all levels.
• Works effectively and inclusively as part of a team, valuing diverse perspectives and contributing to a supportive and respectful working environment.
• Shows openness and willingness to learn new technologies and approaches, embracing continuous personal and professional development in an inclusive learning culture.
• Applies sound analytical skills to identify issues and develop inclusive, effective solutions, considering the impact on diverse users and stakeholders.
• Demonstrates a strong sense of responsibility and drive to see tasks through to completion.
• Maintains a user-focused approach, ensuring services are accessible, inclusive, and responsive to the needs of all communities served.
• Supports live policing services by working constructively with resolver teams to minimise service disruption, ensuring equitable service delivery and inclusive problem resolution.

Desirable Criteria

• Understanding and / or experience of ITIL Service Management.
• Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.

Qualifications

Must hold ITILV3/4 foundation qualification

Behaviours

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

• Working Together
• Delivering at Pace
• Making Effective Decisions
• Seeing the Big Picture

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• Learning and development tailored to your role
• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• See more of our benefits on our careers website.

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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 and Experience.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

1. Application – by 3rd March 2026

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

• CV
• Personal Statement (maximum 500 words).

Your CV should consist of your career history, qualifications and skills/experience, including any key achievements in each role. Your CV will be scored against the experience required for the role as noted within the essential criteria.

The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.

For guidance and information on how to construct your application (CV, Personal Statement), you are encouraged to visit Civil Service Careers website.

2. Sift – from 6th March 2026

The sift will be held on the CV and Personal Statement.

Should a high volume of applications be received, the sift will be conducted on the Personal Statement only.

3. Interview – week commencing 30th March 2026

If you are successful at sift stage, you will be invited to an interview that will be Behaviours (as listed in the job advert) based questions. All behaviours listed in the selection process will be scored at the interview.

The interview will take place via video using MS Teams.

For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers.

Problems during the application process

If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website.

Do not create or attempt to submit another application, online test or use a different Civil Service Jobs account to proceed as this would be in violation of the candidate declaration.

Reserve List

A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.

Candidates judged to be a near miss at interview may be offered a post at the grade below the one advertised without the need to go through a further selection process, providing the role has the same Success Profiles elements and essential skills. There is no guarantee that further such vacancies will arise.

Standards

All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.

Additional Security Checks

As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. The level of Criminal Record Check required for this role is SC. Further details are included in the Notes to Candidates.

Non-Police Personnel Vetting (NPPV)

You should currently hold, or be willing to obtain, Non-Police Personnel Vetting (NPPV) Level-3 vetting (including financial checks). This is essential for the role. For further information visit About the Police National Vetting Service , Warwickshire Police.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.

If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

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

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.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

If you are experiencing 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 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.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 : Home Office Resourcing Centre
• Email : HORCCampaignTeamHSGPSGandMBG@homeoffice.gov.uk

Recruitment team

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

Further information

If you feel that your application has not been treated in accordance with the Civil Service recruitment principles and you wish to make a complaint, then contact the Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.

Attachments

2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)Home Office Candidate_Information_v15_DECEMBER_2025 Opens in new window (pdf, 429kB)