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IT Service Management Analyst
Job summary
An exciting opportunity has arisen at HM Land Registry (HMLR) for an IT Service Management Analyst. Your priority will be to help our customers receive a great service and ensure they are handled with courtesy and integrity. You will handle operational delivery, work with service stakeholders, internal and external support teams and suppliers and ensure customers are at the heart of all interactions related to their services.Job description
In this role, you will work closely with stakeholders, support teams and suppliers to ensure services are delivered effectively and meet agreed standards. You will monitor service performance, provide insight and reporting, resolve and prevent service issues, support the management of service changes, and identify opportunities for improvement. You will also help promote effective ITIL processes, support customer-focused service delivery and encourage teams to take ownership of continuous improvement and professional development.Person specification
To be successful in this role you will have an understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Business Applications.
You will have experience of:
- Working collaboratively as part of a multi function team, with the ability to interact and build working relationships with others, IT technicians, managers and users
- Working under pressure and delivering against competing demands.
- Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers.
- Able to take ownership of activity and see through to successful conclusion
- Good analytical skills
- Able to build good working relationships within a team.
- Able to explore and progress opportunities for service improvement to deliver positive outcomes
For more information about the role, please see the attached job description.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Making Effective Decisions
- Communicating and Influencing
- Working Together
Technical skills
We'll assess you against these technical skills during the selection process:
- An understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Applications.
Benefits
Alongside your salary of £32,119, HM Land Registry contributes £9,304 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).#WeAreHMLR
At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.
We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
- We have integrity – we value honesty, trust and doing the right thing in the right way.
- We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
- We are professional – we value and grow our knowledge and professional expertise.
- We give assurance – we guarantee our services and provide confidence to the property market.
You can find more information on our rewards package on our website.
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, Strengths, Experience and Technical skills.How to Apply
Please complete your CV to include your work history. We will be scoring your CV against the following essential experience:
- Experience of working under pressure and delivering against competing demands.
- Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers.
Then please complete the technical question (in no more than 250 words):
- An understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Applications.
Complete the Personal Statement section (in no more than 750 words), please demonstrate:
- Experience of working collaboratively as part of a multi function team, with the ability to interact and build working relationships with others, IT technicians, managers and users.
- Able to take ownership of activity and see through to successful conclusion
- Able to explore and progress opportunities for service improvement and deliver positive outcomes
Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application.
Ensure your application form is received by the closing date for receipt of applications –this is 23:55 on the advertised date.
Sift
The sift will take place shortly after the closing date.
In case of a high volume of applications, we will complete a pre-sift on your CV.
Interview
If successful at shortlisting stage, you will be invited to attend a face to face, blended interview and deliver a pre-prepared presentation. Interviews will be held in in our Plymouth office. The blended interview will test the essential experience and behaviours listed in the Job Description, as well as the strengths associated with the role, details will be provided on invitation to interview.
We want to hear your first, unrehearsed, natural response to strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.
We expect interviews to take place during the week commencing the 17th August 2026.
Candidates may refer to notes within their interview, but they should be used as a prompt only.
HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people.
If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.
Visa Sponsorship
Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.
You must ensure you have the appropriate right to work in the UK before applying.
You can find more information on how we use your personal data on our website
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
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
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 : Hayley Butler
- Email : Hayley.Butler@landregistry.gov.uk
Recruitment team
Further information
If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email hrresourcingteam2@landregistry.gov.uk in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/Attachments
IT Service Management Analyst - Job Description Opens in new window (pdf, 173kB)Transformation & Technology Candidate Pack 2026 Opens in new window (pdf, 2016kB)Salary range
- £32,119 per year