HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: HEO

Job Title: Request Management Analyst

Location: National

Successful applicants will be expected to be office based for 60% of their working time in any HMCTS Office (subject to business availability). The frequency may increase in the future.

Term: Permanent

The Request Management Team operating hours are:

Hours of Support (UK Working Days Only)

Monday - Friday 0900 - 1700

The role is contracted to 37 hours per week across 5 days.

Working patterns will be agreed with local line managers in line with business and operational needs.

The successful candidate will be expected to support agreed DTS business operating hours and service requirements in line with operational arrangements.

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

GDD

Roles will be recruited using a combination of the Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is in the Command-and-Control Centre Manager Job Family, as an Operations analyst, but carries the title Request Management Analyst within DTS.

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description:

The Request Management Analyst role within HMCTS Digital and Technology Services (DTS) provides essential services to our users as part of the Live Operations team, contributing to service performance, user experience, operational effectiveness and continuous improvement across the DTS Request Management function.

The post holder will have the opportunity to contribute to building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.

The Request Management Analyst is responsible for supporting the development, maintenance and continual improvement of Request Management processes, assisting with the implementation of new and existing services through effective request fulfilment, automation and standardisation. This includes working collaboratively with stakeholders to ensure request models are accurate, accessible and aligned to business and operational needs.

The role reports to the Request Management Lead and works collaboratively across Live Operations, Product and Delivery teams to support effective request fulfilment, operational efficiency and continual service improvement.

The role requires a flexible and collaborative approach, supporting operational delivery activities and undertaking reasonable responsibilities aligned to service and business needs.

Key Responsibilities:

Operations

• Support the development, maintenance and continual improvement of Request Management processes and standards.

• Assist in developing, maintaining and improving request models and fulfilment processes to support current and new HMCTS Digital products and services.

• Work collaboratively with Subject Matter Experts (SMEs), Product Owners and operational teams to ensure request processes remain accurate, effective and user focused.

• Identify request fulfilment gaps and opportunities for process optimisation and automation.

• Work with Knowledge Management to ensure supporting guidance and documentation remains accurate and aligned to request processes.

• Support onboarding of new services and implementation of repeatable request fulfilment activities.

• Ensure request models are written in clear, accessible language suitable for both technical and end users.

• Monitor the effectiveness of request catalogue items and recommend improvements where appropriate.

• Support implementation of tooling enhancements and process improvements that improve operational efficiency and customer experience.

• Use communication channels to share request management updates and guidance.

• Coordinate with colleagues across Live Operations to ensure consistent request fulfilment practices.

Analysis

• Use service data, analytics and stakeholder feedback to identify trends and opportunities to improve Request Management processes.

• Support reporting against request management performance, service levels and operational objectives.

• Use insight to support continual service improvement and operational decision-making.

• Identify opportunities to reduce manual effort through automation and process improvements.

• Produce reports and recommendations to support continual improvement and operational effectiveness.

Skills & Experience:

We’re looking for an individual with strong interpersonal skills who enjoys working with delivery-focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

Desired Criteria:

• ITIL v4 qualification above Foundation level

• Experience of working within large or complex operational environments.

• Experience of using IT Service Management (ITSM) tooling to support request fulfilment.

• Experience of using service performance data to support continual improvement.

• Knowledge or experience of using basic SQL functions and queries to support the development, maintenance and improvement of service request fulfilment processes and automation.

Essential Criteria:

• Experience of supporting or working within Request Management or Service Request fulfilment processes.

• Proven ability to engage stakeholders across the business and build effective working relationships.

• Experience of writing, maintaining or improving operational content, request models or service catalogues.

• Strong organisational skills with the ability to manage competing priorities effectively.

• Ability to work collaboratively across multidisciplinary teams.

• A growth mindset with a willingness to continually improve, learn and adapt to change.

• Strong focus on delivering high-quality service outcomes and continual improvement.

• Ability to analyse data and produce reports to support operational decision-making.

• Ability to simplify complex processes and present practical, user-focused solutions.

• Ability to act professionally and appropriately when handling commercially sensitive information.

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

• Experience - As demonstrated in your CV and application form.

• Behaviours - You will be required to provide evidence of the following key behaviours at HEO Level:

  • Changing and Improving - Continual Service Improvement

  • Managing a Quality Service - Service Focus

  • Communicating and Influencing - Ownership & Initiative

  • Working Together - Community Collaboration

• Level of Clearance - To apply for this role, you will be required to successfully complete Security Clearance (SC) level once in the role.