Find The Best Job Vacancies in Various industry sectors 123310+ Job Vacancy

The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.

The Civil Service Code sets out the standards of behaviour expected of civil servants.

Group

Branch

Salary range

Actual starting salary

Work pattern

Type of opportunity

Location of Post

'Pan Wales' means that the location in which the vacancy can be based is flexible, subject to the needs of the business. Please note it may not always be possible to accommodate a preference for a specific office location, but requests will be taken into consideration.

Interview dates

The Digital, Data and Technology (DDaT) profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the Digital Learning Division team and will make a significant and direct contribution for the people of Wales.

Background

The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas.

Welsh Government priorities are outlined in Taking Wales Forward with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK’s exit from the European Union.

We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work.

Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.

Role

We are looking for a Senior IT Service Analyst to join our team and play a key part in delivering a great experience to our diverse range of over 550k users.

You will monitor service desk calls, support service desk analysts in service resolution and intervene in difficult calls.

You will own and update the script for service desk analysts. You will manage availability, coach and develop the service desk analysts.

You will ensure:

• incidents logged via stakeholders are correctly prioritised and handled within Service Level Agreements
• resourcing levels are managed appropriately, taking account for peak service times
• the Service Catalogue is appropriately maintained
• support is provided to the wider technical teams.

• Manage customer service functions, including responding to issue reports, information and access requests.
• Use results of customer satisfaction measurements to improve services and have good relationships with customers.
• Take ownership of problems and proactively resolve technical problems, ensuring that solutions meet business requirements.
• Take full accountability for actions taken and decisions made.
• Understand and identify problems, analysing and helping to identify the appropriate solution.
• Classify and prioritise problems, document their causes and implement remedies.
• Take management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
• Has an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities.
• Maintain focus on the whole life of service delivery - designs, develops, delivers and operates.
• Put users first and manage competing priorities.

Your role will form part of Welsh Government’s Digital, Data and Technology profession. You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government. You will work with staff at all levels including senior staff, Ministers and our Digital Apprentice cohort. You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.

17/04/2023, 16:00

Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:

• UK Visas and Immigration - GOV.UK

• Nationality rules – GOV.UK

Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.

The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.

We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.

We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.

We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.

The Welsh Government has adopted the social definition of disability, in which it is recognised that barriers in society act to disable people who have impairments or health conditions, who are neurodivergent or who use British Sign Language. We are committed to removing barriers so that all (or potential new) staff can perform at their best.

We guarantee to interview any disabled person who meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence, at each stage of the assessment process before interview, which demonstrates you generally meet the job description requirements. We are committed to the employment and career development of disabled people.

If you have an impairment or health condition, if you are neurodivergent or use British Sign Language and need to discuss reasonable adjustments for any part of this recruitment process, or wish to discuss how we will put in place any adjustments if you were to be successful, please email [email protected] as soon as possible and a member of the team will contact you to discuss requirements and any questions you may have.

This vacancy is part of the Great Place to Work for Veterans initiative.

The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace.

The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.

Welsh language skills

Reading

Spoken

Understanding

Written

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.

Competencies/Job Specific Criteria required

Assessment Process

• Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
• Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
• For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
• Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.

Other vacancy related information

Contact point for further information

All applications for this vacancy should be made online via the Welsh Government's online application system. If you have an impairment which would prevent you from applying on-line, please e-mail [email protected] to request an application pack in an alternative format, or to request a reasonable adjustment related to an impairment in order to submit your application.

To apply, you'll need to have an account on our online application system. Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account. Registration takes just a few minutes to complete. You'll need an e-mail address to be able to register. Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.

If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.

When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)

Anyone who believes they have been treated unfairly, or has a grievance or complaint, about how the process was conducted should either write to the Head of Resourcing, Welsh Government, Cathays Park 2, Cardiff CF10 3NQ or email [email protected]. If you are unhappy with the outcome of the complaint raised with the Welsh Government and feel that the principles of appointment on merit through fair and open competition have not been met you have the right to pursue your grievance with the Civil Service Commission.