The Senior Live Service Analyst (SLSA) is responsible for providing operational support to the Live Service Desk Manager (LSDM) and Live Service Analysts (LSA) within UKSV’s 2nd Line IT support function. The SLSA will take a leading role in the implementation of 'Live' releases, ensuring that service outages are effectively communicated and that all changes are shared with the LSAs. A key responsibility is to ensure that all process documents, guides, and Knowledge Based Articles are current, undergo annual review, and that the team receives relevant training on all supported applications.
The role involves supporting the team in the timely resolution of system issues within a highly target-driven organisation. Furthermore, as vetting processes are modernised, the SLSA will assist with the introduction and management of 2nd line support for an expanding number of new business applications. The SLSA will also be an escalation point for issues and tickets that require more senior support to assist in resolving the ticket if the raiser requires or requests.
Job overview
In the context of modernising vetting processes, this role encompasses the introduction and management of all second-line support for an increasing portfolio of new business applications. This includes contributing to the development, drafting, and updating of user guides, Standard Operating Procedures (SOPs), and incident-related instructions, thereby establishing and continuously enhancing the operational knowledge base of the wider support function.
- Given the inherent sensitivity of the NSVS and its data, the frontline nature of this position offers a unique vantage point from which the role holder and team members can make a significant contribution to day-to-day data and cyber security management. This also includes providing expert advice on 'best practice' to project teams and undertaking root cause analysis and diagnosis for security teams. The Senior Live Service Analyst (SLSA) will be required to assist the Live Service Desk Manager (LSDM) with an expanded remit, providing direct support to key senior stakeholders across our customer base and Government. Following such engagement, the SLSA may be required to proactively update SOPs and guidance notes for Lead Support Analysts (LSA).
- The SLSA is also tasked with cultivating relationships across the business, which may extend to key customers within the wider public sector where necessary.
Person specification
As a Senior Live Service Analyst within UK Security Vetting, we are looking for people who have the following expertise and attributes:
- Accountability and Problem Ownership: Taking complete ownership of challenges, ensuring that proposed solutions effectively balance competing technical requirements with the broader needs of the business unit. This includes full accountability for all actions taken and decisions made, operating within a just culture framework.
- Exceptional Problem-Solving and Decision-Making: Demonstrating an excellent level of proficiency in problem-solving and decision-making, with the capacity to logically deconstruct complex issues to facilitate accurate diagnosis and resolution.
- Effective Communication Across Technical Levels: The ability to articulate the rationale for actions or decisions to a diverse customer base, encompassing individuals with varying degrees of technical understanding, from those with minimal knowledge to subject matter experts.
- Continuous Professional Development: A commitment to ongoing professional development to maintain current knowledge of technical advancements and to expand core competencies, particularly through attainment of the ITIL4 professional qualification.
- Interpersonal Skills: Possessing very good interpersonal skills, including the aptitude to establish and lead discussions, and propose constructive ideas and improvements aimed at mitigating the recurrence of issues.
- Robust Communication with Stakeholders: A strong capacity for confident communication with internal peers and external stakeholders, including all customers.
Essential
- Demonstrable experience in a comparable IT based Live Service environment; which will include experience in ticket-based workflow management, incident management, change, release management and knowledge management.
- Good knowledge of main MS and Google Suite applications (‘excellent’ in Google Sheets/MS Excel) and the Cabinet Office’s IT solution.
- Engagement with senior stakeholders and maintaining professional relationships both inside and outside an operation.
Desirable
- Working in a fast-paced ticket-based service delivery environment dealing with a varied mix of customers
- An understanding of IT management processes; including having a ITIL4 Foundation qualification, or a willingness to obtain this certification in post.
Additional information
Cabinet Office policy is that a minimum 60% of your working time should be spent at your principal workplace. For some roles, due to their nature and the business need, this may be up to 100%. Requirements to attend other locations for official business will also count towards this level of attendance.
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Delivering at Pace
- Managing a Quality Service
We only ask for evidence of these behaviours on your application form:
- Making Effective Decisions
Benefits
Alongside your salary of £37,922, Cabinet Office contributes £10,986 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
- A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.
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 and Experience.
Application process
To assess experience you will be asked to provide a 250-word personal statement and a name-blind (anonymous) CV as part of the application process.
A personal statement should provide a summary of your skills and achievements to show that you have the relevant experience, skills and attributes required for the role. Please detail your experience relevant to the role and carefully consider the essential criteria listed in the person specification.
You will be asked to provide a 250-word statement on the Behaviour Making Effective Decisions.
Further details around what this will entail are listed on the application form.
At the sift stage you will be assessed on the Behaviours and Experience elements of the Success Profiles.
Should a large number of applications be received, an initial sift may be undertaken using the lead Behaviour of Making Effective Decisions. Candidates who pass this stage could advance to a full review or be progressed to the assessment or interview stage.
Selection process
At interview, you will be assessed on the Behaviours and Experience elements of the Success Profiles.
The Behaviours being assessed are Making Effective Decisions, Delivering at Pace and Managing a Quality Service.
Interviews will be held face-to-face in Glasgow and York. If you are not able to attend any of the available interview dates we may not be able to offer alternatives.
Expected timeline (subject to change)
Expected sift date – w/c 16 June
Expected interview date/s – w/c 20 July York and w/c 27 July Glasgow
Your interview will be conducted face to face in Glasgow and York.
Reasonable adjustments
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service at: [email protected] as soon as possible before the closing date to discuss your needs.
- Complete the ‘assistance required’ section in the ‘personal information’ page of your application form to provide information we should be aware of that will enable us to support you further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
Further information
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.
Please note that this role requires DV clearance, which would normally need 10 years’ UK residency in the past 10 years.
This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
For further information on National Security Vetting please visit the Demystifying Vetting website.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/Disclosure Scotland on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [email protected].
Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you. Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers.
This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website. A reserve list will be held for a period of 12 months, from which further appointments can be made.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences.
This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window). See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
Open to UK nationals only.
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact
Recruitment team
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel that your application has not been treated in accordance with the Recruitment Principles, and wish to make a complaint, then in the first instance you should contact Government Recruitment Service by email at: [email protected].
If you are not satisfied with the response you receive, then you can contact the Civil Service Commission at [email protected].
For further information on the Recruitment Principles and bringing a complaint to the Civil Service Commission, please visit their website at: https://civilservicecommission.independent.gov.uk/.
Attachments
2026-05-06 Senior Live Service Analyst Job Pack.pptx - Opens in new window (pdf, 7156kB)
2022-11-04 Cabinet Office Employee Offer - Opens in new window (pdf, 344kB)
2025-07-24 Cabinet Office Terms and Conditions - External - Opens in new window (pdf, 82kB)
