Service Request Analyst & Catalogue Editor

We're recruiting for a Service Request Analyst & Catalogue Editor here at Justice Digital, to be part of our warm and collaborative Service Operations team. This role aligns with IT Service Analyst from the Government Digital and Data Framework It is an exciting time to join Request Fulfilment, we are transforming and modernising our ways of working, maximising the use of cutting-edge technology whilst continuing to deliver an exceptional customer experience. As a successful Request Fulfilment & Catalogue Management Analyst, you will be instrumental in delivering high-quality, continually improving service request functions. You will leverage Agile best practices and the ITIL framework to deliver efficient, iterative, and user-centric improvements to the Service Catalogue and request process. The successful candidate will be responsible for coordinating and configuring catalogue maintenance requests, managing reported issues through email and incident management and analysis of data and cascading updates at various forums. The ability to forge and maintain lasting relationships with a variety of internal and external stakeholders is also critical to your success. To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025,

• Ensure adherence to the Request Management process and agreed standards for catalogue maintenance and customer communications.
• Manage incidents and escalations, acting as a key point of contact for stakeholders, providing prompt and efficient updates and solutions.
• Be Data-driven, constantly analysing to identify opportunities to improve the customer fulfilment experience and vendor performance.
• Create and maintain documentation and knowledge articles to support catalogue services ensuring clear, easily consumable, and user-focused content.
• Apply Agile and ITIL methodologies to continuously improve and iterate processes and deliverables, enhancing responsiveness and adaptability of Request Fulfilment.
• Foster collaboration between teams through Agile ceremonies ensuring stakeholder feedback is incorporated and continually im
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!, Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.,
• You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
• You were studying abroad
• You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account. Success Profiles Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance. if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance Supporting document 1 Service Request Analyst and Catalogue Editor Job discription Oct 24v1 (2).docx - 197KB Opens in a new window Converted File Service Request Analyst and Catalogue Editor Job discription Oct 24v1 (2).docx.pdf - 93KB Opens in a new window We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage., MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion. For further information and to apply for this position please see the following link: https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=506.


• ITSM Toolset: Working experience with ServiceNow or equivalent ITSM tool. Key knowledge surrounding Request Management, Catalogue Management, Maintain Items, UI Policies, Variable Sets, report production, and Incident Management.
• Service Reporting & Data Analysis: Utilise ServiceNow to define and compile management information analytics, insight, and reporting.
• ITIL Foundation Working Knowledge: A strong understanding of the key concepts and guiding principles of ITIL v4, such as value co-creation, service integration, and continual service improvement.
• Agile Mindset: Ability to apply Agile principles in your work, such as iterative delivery, continuous feedback, and fostering a collaborative culture.
• User-Focused: Understands users and can identify their needs based on evidence. Confident in translating user stories to propose design approaches or services that meet these needs. You will put users first and can manage competing priorities in a fast-paced, regularly changing environment.
• Relationship Management: Identifies, analyses, manages, and nurtures relationships between stakeholders (internal and external). Clarifies mutual needs and commitments through consultation and consideration of impacts, ensuring collaboration across teams and alignment with service goals.
• Strategic Thinking: Able to have an overall perspective on business issues, events, and activities, and an understanding of their wider implications and long-term impact.
Willingness to be assessed against the requirements for [SC] clearance 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 and the Civil Service D&I Strategy.,
• ITSM Toolset: Working experience with ServiceNow or equivalent ITSM tool. Key knowledge surrounding Request Management, Catalogue Management, Maintain Items, UI Policies, Variable Sets, report production, and Incident Management.
• Service Reporting & Data Analysis: Utilise ServiceNow to define and compile management information analytics, insight, and reporting.
• ITIL Foundation Working Knowledge: A strong understanding of the key concepts and guiding principles of ITIL v4, such as value co-creation, service integration, and continual service improvement.
In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
• Making Effective Decisions.
• Communicating and influencing.
• Working Together.
• Delivering at Pace.
A diverse panel will review your application against the Person Specification above. Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. Should we receive a high volume of applications, a pre-sift based on the following criteria will be conducted before the sift.
• ITSM Toolset: Working experience with ServiceNow or equivalent ITSM tool. Key knowledge surrounding Request Management, Catalogue Management, Maintain Items, UI Policies, Variable Sets, report production, and Incident Management., To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

The national salary range is £34,140 - £37,105, London salary range is £38,661 - £42,019. Your salary will be dependent on your base location Total pay in the range of '£30,001 to £40,000, £40,001 to £50,000' are subject to capability, skills and experience. Salary may consist of base pay and a Recruitment and Retention Allowance (RRA) Number of jobs available 2 Detail of reserve list 12 Months Region National City/Town National Building/Site NATIONAL