About the role

NHS Digital is a growing Organisation and as such, we will be using this campaign to appoint to multiple vacancies, across multiple teams. It is an exciting time to join this profession and NHS Digital.

The Live Services Directorate is responsible for delivering and running a wide range of national digital and data live services that are used by NHS and Social Care professionals and by citizens. We are responsible for ensuring that our digital and data services are delivered ensuring the highest levels of reliability, security, and usability. We design and deliver modern, industry leading service management processes and tools for both agile and more traditionally developed digital, data and technology services.

Please be aware there are residency and security requirements you need to meet for some of the roles in this campaign:

  • The post holder must hold security clearance SC level as a minimum. You don’t need to have SC already, however, failure to achieve the requirements for SC after offer, will result in the job offer being withdrawn.
  • To meet National Security Vetting requirements, you must have resided in the UK for a minimum of 3 out of the past 5 years for SC clearance. Candidates who were posted abroad for service with HM Government, Armed Forces or within a UK government role will still be considered.  Please see here for more information.

Please make sure you meet these requirements before applying for roles requiring SC Clearance.


We will be appointing to multiple vacancies across multiple teams. Current roles include, but are not limited to, roles in the following areas:



We are looking for a Service Analyst with ITIL service management experience to join our Live Services Screening team. This role will include the day to management of Incidents and service requests from our users of the screening programmes, namely Bowel, Breast, Cervical and AAA (Abdominal Aortic Aneurysm).

Reporting directly to a Service Manager, the Service Analyst is responsible for supporting the provision of the services within the team, experience of multiple ITIL disciplines, problem solving, and analytical skills would be advantageous for this role. 


Key activities:

  • Attend and contribute to Cell Stand-Ups to discuss tasks, progress, issues etc. 
  • Be responsible for the day-to-day tasks and activities required to support the ongoing running of the services.
  • Undertake Stakeholder engagement and management, improving working relationships with the service suppliers and customers
  • Be responsible for supporting the service manager with remedial work for service-related risks, issues, escalations, and stakeholder engagement.
  • Be responsible for improving relationships with End Users to improve Service Management’s understanding of the service(s).
  • Be responsible for participating in Service Improvement activity through short, sprint based focussed activity.
  • Be responsible for supporting the team in the introduction of services into the Cell from the design stage of the Service Lifecycle


Service Bridge (SC required)

Service Bridge is the Major Incident Management function of Live Services. Supporting all live services, the objective of the team is to minimise the business disruption and impact of high severity incidents by restoring service within the shortest possible timescales whilst actively reducing IT problems and failures. 

Key activities carried out by the Service Analyst role are as below:

  • Assisting and managing Major Incidents including chairing of bridge calls, sending of comms, note taking, etc.
  • Drafting of Major Incident Reports and Post Incident Reviews.
  • Reporting.
  • Involvement in Service Improvement projects


Please note that Security Clearance will be required for this role.


Change Management

As part of our highly collaborative Central Change and Configuration team within the Live Services Directorate, you will be primarily managing changes and configuration items in a functional capacity across a complex network of systems and suppliers, for potentially all services at the heart of Live Services.

Coordinating the response and progression of changes through conference calls with service and product owners along with suppliers, maintaining change records within the IT Service Management toolset and ensuring the right subject matter experts are engaged from disciplines such as clinical safety, security, and information governance, to provide the required approvals. You will gain experience in running CABs and learn to support challenging and technically complex changes. Building and maintaining good business relationships across multiple stakeholders along with developing strong problem-solving skills which are key to the role.


Cyber and UEC (SC required)

The Service Analyst will work closely with other members of the Team to ensure that business and IT activities are undertaken to successfully delivery our IT and Data services with a strong focus on Urgent and Emergency Care and Cyber Security.

The Service Analyst will be responsible for incident management, request fulfilment, event management and change activities, ensuring they are logged, progressed, registered, and categorised, as well as the timely provision of information to enable resolution and prompt allocation as appropriate. The Service Analyst will also work with suppliers and internal teams where further engagement is required in order to progress to timely resolution.

The Service Analyst will provide customer support to respond to requests regarding the services covered by the Team. This will include providing information and guidance or pointing customers to the correct process or contact, escalating where necessary to the Service Manager. Good communication skills with the ability to communicate clearly and effectively with others via both oral and written means, will be essential here.


Please note that Security Clearance will be required for this role.


Citizen Health Tech Team

This role sits with the Citizen Health Tech team, with the potential to work across a variety of Citizen facing services provided by NHS Digital. The Citizen Health Tech team, work in a fast paced, constantly changing environment with Services reaching a user base of over 28 million. Candidates will coordinate service desks and liaise with internal and external stakeholders to ensure that exceptional quality of service management is maintained.


If your application is successful, you will be invited to indicate your role preferences.

We will match candidates to their preferred role wherever possible, but this cannot be guaranteed. You are expected to be flexible in relation to the role you are offered. 

More detail on each role can be found within the attached role profiles.

About you

You will have the following qualifications and experience: 

  • Knowledge of working in a Service Management environment.
  • Knowledge of the ITIL framework and how this is applied.
  • Knowledge of using Service Management toolsets to support and enhance processes and procedures.
  • Knowledge of information systems.

What's in it for you
  • a role as part of a dynamic team using data and digital technology to transform health and care
  • a range of opportunities to build your experience in an environment where your
    work has a direct and positive impact
  • a real commitment to your personal and professional development with access
    to a broad range of learning opportunities

About us

NHS Digital is a great place to work. What we do matters.
Our outstanding teams are passionate about technology and public service, making use of everyone’s skills to improve people’s lives.
We collaborate to deliver world class tech and intelligence, so come and join us. We are committed to sustainability, diversity and inclusion; our people are at the heart of what we do.
Find out about the amazing work we do by visiting our website: https://digital.nhs.uk/about-nhs-digital
Find further information on the current work we are undertaking meeting the challenges of the pandemic here: https://digital.nhs.uk/coronavirus

Why you should apply

We value the different experiences our people bring to their work at NHS Digital. We're working to create an environment where everyone can make a full contribution no matter their background, identity, or circumstances.

Which means, we encourage applications from people of all backgrounds and abilities.  Don't worry if you don’t meet all the criteria we’ve suggested – knowledge and experience you've gained in other ways might make us think about the role differently. Go ahead and apply.

Our work matters. You matter.

What we offer you:

  • we're moving to a hybrid working approach which offers you an informal, flexible way of blending home and office working
  • flexible working opportunities - we value and respect the diversity of our employees, and applications from prospective candidates who require flexible working arrangements are welcomed; these include part-time hours, job sharing, flexible hours and part-remote set ups
  • 27 days annual leave increasing to 33 days with service
  • ability to buy and sell annual leave  
  • a generous pension (with our contribution equal to 20.6% of your earnings)
  • NHS Discounts including shops, restaurants, gym, mobile phones, and insurance
  • employee benefit schemes including our Season Ticket Loan, Car Lease and Bike to Work schemes

Next steps

Remote interviews will take place via Microsoft Teams. Applicants who are shortlisted for interview will be contacted by email.

To view further information please see the attached role profile.

This post is not exempt from the Rehabilitation of Offenders Act 1974. We only ask applicants to disclose convictions which are not yet spent / unspent under the Rehabilitation of Offenders Act 1974. Following an offer of employment, we will carry out a Basic Disclosure and Barring Service (DBS) check as part of the pre-employment check process.


Other jobs like this