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to have SC already, however, failure to achieve the requirements for SC after offer, will result in the job offer being withdrawn.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:
Screening
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.