EO – Operational Service Manager Problem Analyst

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.

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.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

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 and Support

When contacting us or the Government Recruitment Service (GRS) using the contact details at the bottom of this advert, please include the 6-digit Vacancy ID, job title, your full name and, where applicable, your 8-digit Applicant ID in the email subject line. This will help us process your enquiry more efficiently.

Hybrid Working

Insolvency Service operates a hybrid working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.

Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending a minimum of 60% in the workplace, which includes the office, site visits, court etc.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to Insolvency 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.

Reasonable Adjustment

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 via InsolvencyRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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 Info@disclosurescotland.co.uk

New entrants are expected to join on the minimum of the pay band.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.