About the role

It’s a great time to join NHS Digital as we continue to do amazing work and these are exciting roles

We are recruiting for multiple Service Analysts across our departments, including Live Services, Collaborations, Product & Design and Data Services. These roles may sit in any of our teams. To find out a bit more about our Services click here.


The Service Analyst is responsible for supporting the provision of the services within the team and will report to a service practitioner. They will manage day to day tasks and activities which support the ongoing delivery of the services. The postholder will engage and manage a variety of stakeholders, and will design and report on performance measurements, identifying problem areas and creating solutions.


The Service Analyst will be responsible for incident and problem management activities, ensuring that incidents and problems are progressed, registered and categorised, as well as the timely provision of information to enable incident and problem resolution and prompt allocation as appropriate. The Service Analyst will also work with suppliers and internal teams where further engagement is required to progress an incident or problem 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.

You will provide support to the Service Practitioner at incident, problem and service review meetings, ensuring that actions are progressed as appropriate, and all discussion is accurately captured as well as creating management information reports and dashboards for key stakeholders and Team.


As a Service Analyst you will:


  • Attend and contribute to team 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. This includes taking responsibility, as an individual and as part of the wider team, for incident management, problem management, release management, capacity management, availability management, and BAU stakeholder engagement.


  • Be responsible for contributing to the creation, and subsequent measurement, of performance metrics to address any improvements required for the service and the Cell.


  • Undertake Stakeholder engagement and management


  • Be responsible for supporting the service practitioner 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).

About you

Some of the skills and experience we're looking for: 

  • 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.
  • Excellent communication skills with the ability to communicate clearly and effectively with others via both oral and written means.
  • Effective problem-solving skills with the ability to understand a problem by breaking it down systematically into its component parts.
  • Proven ability to understand the needs of the internal/external stakeholder and keeping them in mind when taking actions or making decisions.
  • Ability to work under pressure to tight timescales.
  • Proven ability to prioritise and organise a large busy workload, planning activities for self and others in a fast-paced environment.

  • 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, 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/our-work
    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 mid October. Applicants who are shortlisted for interview will be contacted by email.

    To view further information please see the attached role profile.

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