EO – Operational Service Manager Problem Analyst

Job summary

The Insolvency Service is a leading government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

The Operational Service Management (OSM) team is looking for a Problem Analyst to help support and improve some of the Insolvency Service's key business systems. This is an excellent opportunity for someone with strong customer service, administrative, analytical, or operational experience who is interested in developing a career in digital services and IT support. You will work closely with colleagues, users, and technical specialists to investigate issues, identify trends, manage user access, and help ensure our systems continue to meet business needs. We are looking for people who enjoy problem-solving, have an eye for detail, can communicate clearly with a range of stakeholders, and are keen to learn new systems and technologies. Full training and support will be provided, making this an ideal role for someone with transferable skills who is looking to build experience within a supportive team. The OSM Problem Analyst supports system stability and problem management by conducting first-line analysis, managing user access, triaging incidents, and providing data insights to assist higher-level managers and strategic goals, requiring customer service experience, strong communication, and an aptitude for working with IT software.

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 9 active employee network groups available to join or become an ally, these include, Carers Network, Disability network group, Employee Assistance, Representatives, FACES Network Group, LGBT+, Mind Matters, Part Time Workers, The Shed - Men’s Network Group and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, through our Engagement network or in their own local communities via volunteering opportunities.

Job description

This role sits within the Operational Service Management team, which is responsible for supporting and continuously improving a range of business-critical systems.

As a Problem Analyst, you will help investigate issues affecting users, identify recurring trends, support user access management, and work with colleagues to improve system performance and service delivery. You will play an important role in ensuring users receive a high-quality service while developing your own technical and analytical skills.

Responsibilities

As a Problem Analyst you will:

• investigate and triage incidents, gathering information to support timely resolution
• identify patterns and trends in service issues and escalate concerns where required
• support the administration of user accounts, permissions, and system access
• maintain accurate records relating to system access, authorisations, and service activity
• produce reports and management information to help identify opportunities for improvement
• work with colleagues, service providers, and business users to resolve issues and answer queries
• assist with minor system configuration activities under guidance
• contribute to service reviews, lessons learned activities, and continuous improvement initiatives
• communicate clearly with stakeholders regarding incidents, issues, and service updates
• support the wider Operational Service Management team in maintaining reliable and effective digital services.

Person specification

We are looking for someone who:

• enjoys investigating problems and finding practical solutions
• can analyse information, spot patterns, and draw logical conclusions from data and evidence
• has strong customer service skills and can build effective working relationships with a variety of people
• communicates clearly and confidently, both verbally and in writing
• is organised, pays attention to detail, and can manage competing priorities
• takes ownership of tasks and follows them through to completion
• works well as part of a team and is willing to support colleagues
• is comfortable learning new systems, processes, and technologies
• has a positive and adaptable approach to change and continuous improvement
• demonstrates curiosity and a willingness to develop technical knowledge and skills.

Further Information

Please note: This vacancy is advertised across 11 locations; however, Stratford and Croydon are only available to current Insolvency Service Staff. The advertised salary includes London weighting, which is only applicable to internal candidates.

There may be occasional travel to other Insolvency sites if required.

Successful candidates will be required to undertake relevant professional development, such as ITIL 4 Foundation.

This role is aligned to the Government Digital and Data (GDaD) Profession's Problem Analyst role. Further information on the associated capability framework can be found at:

https://ddat-capability-framework.service.gov.uk/role/problem-analyst

Previous problem management experience is not essential. We welcome applications from candidates with transferable skills and a willingness to develop their knowledge of IT Service Management and Problem Management.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together
• Making Effective Decisions
• Communicating and Influencing

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service
• Working Together
• Making Effective Decisions

Benefits

We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:

• flexible working arrangements and flexi-time
• full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service
• in addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave
• competitive maternity, paternity and parental leave
• 5 days paid leave for learning and development
• 5 days paid for volunteering
• a Cycle to work scheme
• staff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life

Your pension is a valuable part of your total reward package where the employer makes a significant contribution to the cost of your pension. Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. For more information, visit www.civilservicepensionscheme.org.uk

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths, Ability and Experience.

As part of the sift process, you will be asked to complete:

• Online Tests
• CV
• Behaviours
• Behaviour 1 – Managing a Quality Service
• Behaviour 2 - Working Together
• Behaviour 3 - Making Effective Decisions

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour - Behaviour 1 – Managing a Quality Service, assessing candidates against the essential criteria. Only those who meet the essential criteria at this stage will proceed to a full assessment of their application. If a candidate does not meet the minimum requirements during the initial sift, the remainder of their application will not be reviewed. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Where high volumes of strong applications are expected or received, we may raise the ‘benchmark’ minimum score required at the sift stage. If a high volume of candidates meet the benchmark score, we may further raise the score required for interview selection. Scores will be applied fairly and consistently. Applicants eligible under a recruitment scheme may, where appropriate, continue to be considered against the agreed ‘benchmark’ score, to support the purpose of the scheme.

Online Tests

Before submission of your application you will be invited to complete a Civil Service Numerical Test and a Civil Service Judgement Test.

Please complete the online tests as soon as possible (or no later than 48 - 72 hours of the application closing date, is recommended), the closing date for the tests is 23:55 on 07/09/2026. If you fail to complete the online tests before the deadline your application will be withdrawn. Guidance for the tests will be available when you are invited to take the tests. The tests are administered online and accessed via the CS Jobs website.

You will be directed to the Talogy - True Talent – Scheduled Maintenance Window Webpage for online tests during an outage.

Our online test supplier will be performing scheduled maintenance between 4pm and Midnight on 30th August 2026 . You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

CV Guidance

Your CV should provide a clear overview of your relevant qualifications, and the skills and experience you’ve gained throughout your career including any notable achievements.

Note: Your CV will not be scored as part of the assessment process and will only be used for reference purposes.

If successful at the sift stage, at interview, you will be assessed on the following:

• Behavioural Competencies - assessed through:
• Behaviour 1 - Managing a Quality Service
• Behaviour 2 - Communicating and Influencing
• Strengths
• Presentation
• A scenario will be provided in advance, and candidates will be expected to present their response as part of the interview assessment. Full guidance will be provided with the interview invitation.

• Sift – w/c TBC
• Interview – w/c TBC
• Location - MS Teams

Interviews will be conducted by video.

Visa Applicants

To sponsor a candidate under the Skilled Worker visa, a sponsorship licence is required. The Insolvency Service does not currently hold this licence and therefore, cannot legally sponsor Skilled Worker visa applicants.

Queries