Operations Analyst

Job summary

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

Home Office Government Digital and Data design, 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 part of a cutting-edge IT Operations Centre (ITOC) function conducting real-time monitoring of core technology, infrastructure, applications, and services within the Home Office, providing a consolidated operational view of the technical estate, and facilitating 24/7/365 support and recovery.

You will be part of a team focused on providing industry-leading approaches to technical estate management, exploiting the latest technologies, techniques, and service management practices to provide innovative solutions for real-time monitoring, automation, and industrialisation of services. Collaborating closely with teams such as the Service Desk, Incident Managers, Project Managers, Service Transition, suppliers, and the Cyber-Security Operations Centre (CSOC), to ensure services are effectively monitored, incidents are addressed, and services are restored within agreed service level agreements.

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 IT Operations community, building in-house capability via a professional community of practice.

Job description

Key Responsibilities:

As an Onboarding Operations Analyst, your main day-to-day responsibilities will be:

• Work closely with Project Managers from early planning through to go-live, ensuring Operations is involved at every stage and that support models, acceptance criteria, handovers, and “hyper-care” support are clearly defined and well managed.
• Assess new and updated services to understand their impact on Operations, identify required changes to processes, tools, or staffing, and confirm when services are ready to be formally handed over into support.
• Help drive continuous improvement by identifying and implementing better ways of working across ITOC processes and procedures.
• Support ITOC Monitoring Team at High Priority Incident Reviews (HPIR) and ad-hoc Change Advisory Boards (CAB), capturing agreed actions and ensuring they are tracked through to completion.
• Facilitate regular service reviews to ensure monitoring, alerting, and operational documentation remain accurate, effective, and fit for purpose.
• Identify & Support opportunities to enhance ITOC services and capabilities, including automation initiatives and improvements to dashboards and tooling.
• Develop, maintain, and support management information (MI) reports and dashboards covering post-implementation performance, incident trends, alert quality, and documentation compliance.

Working Patterns:

This role is available on a full-time basis with the option of compressed hours working.

Travel:

Occasional travel to other HO locations for meetings may be required. All related expenses will be reimbursed in line with Home Office policy.

Person specification

Essential Criteria:

As an Onboarding Operations Analyst, you’ll have a demonstrable passion for IT support, with the following skills or strong experience in:

• Good people skills, with an ability to communicate effectively and professionally.
• Ability to work as part of a team and to engage effectively with suppliers and customer.
• Knowledge of networks, operating systems, middleware, and applications, with a willingness to learn new technologies and maintain industry knowledge.
• Good analytical and critical thinking skills.
• Demonstrating a strong sense of ownership and drive to follow tasks through to completion.
• Maintaining a customer focus.

Behaviours

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

• Working Together
• Changing and Improving
• Delivering at Pace

We only ask for evidence of these behaviours on your application form:

• Working Together

Technical skills

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

• Knowledge Management (KNOW) – level 1
• Incident Management (USUP) – level 3
• Problem Management (SLMO) – level 2
• Service Level Management (SLMO) – level 3
• IT Infrastructure (ITOP) – level 3
• Customer Service Support (CSMG) – level 2

Benefits

• 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.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
• The advertised role is part of the Home Office Government Digital and Data Profession. This role has access to a Digital Capability-Based Allowance. Applicants who are successful at interview will be invited to complete a Capability and Skills Assessment post-interview. Any allowance awarded will be based on the assessment of your capability against the six skills advertised for this role. Please see the Home Office Pay Framework Allowance Careers page for more information.
• The allowance values are set by the Home Office, subject to remaining in a qualifying role, and are non-pensionable. This allowance is non-contractual, subject to an annual review and could be withdrawn at any time.
• For both new entrants and existing civil servants, the total compensation offer is a combination of base salary and, if applicable, a capability-based allowance. New entrants to the Civil Service will start on the pay range minimum. For existing civil servants, our policies on level transfer and promotion will apply.
• Recruitment and Retention Allowance (RRA): Up to £5,000 is available for candidates who demonstrate exceptional skills and experience evidenced at interview stage.

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, Ability, Experience and Technical skills.

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.

After submission of this first stage, you will be invited to complete the following Civil Service Judgement test.

• Online Test – by 09th of March2026

If you successfully pass theCivil Service Judgmenttest, you will be invited to complete the full application form. Please complete the online test as soon as possible (within 24-48 hours is recommended). If you fail to complete the online test or full application before the deadline, your application will be withdrawn.

Guidance for the Civil Service test will be available when you are invited to take the test. The online tests are accessed via the Civil Service Jobs website.

You cannot complete the tests on a mobile phone or tablet.

Following successful completion of your test, you will then be asked to complete the full application form.

• Application – bythe09th of March2026

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

• CV
• Personal Statement (maximum 1000 words).
• Evidence of the Behaviours 'Working Together'(maximum of 250 words per Behaviour).

Your CV should consist of your career history, 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 and Behaviours), you are encouraged to visit Civil Service Careers website.

• Sift – from the 12th of March 2026

The sift will be held on the Personal Statement, CV, and on the Lead Behaviour 'Working Together' as listed in the advert.

Should a high volume of applications be received, an initial sift will be conducted on the Personal Statement. Candidates who pass the initial sift will then be progressed to a full sift that will consist of all the remaining elements submitted CV and Lead Behaviour 'Working Together'.

Candidates who fail to meet the minimum pass score for the initial sift will not have their remaining submitted elements scored and will only receive a sift score for that assessed at the initial sift.

• Interview – from the 07th of April 2026

Interviews will be conducted remotely via MS Teams.

If you are successful at sift stage, you will be invited to an interview that will be Behaviours, and Technical Skills based questions.

For guidance on the Technical skills, please refer to the Framework here

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.

Security Checks:

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Security Checks(SC). This statement will need to be added in Metis Recruitment.

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.

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 Basic. 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.

Further Information

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

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 : HORC Campaign Team (HSG, PSG & MBG)
• 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)candidate_information_v16_January_2026 Opens in new window (pdf, 429kB)