Job summary
- Main area
- Technology - Collaboration
- Grade
- NHS AfC: Band 6
- Contract
- Fixed term: 12 months (Contract ends on 31 October 2026. Secondment only for current NHS employees)
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 990-TD-IT-18264-E
- Employer
- NHS England
- Employer type
- NHS
- Site
- Any NHSE office
- Town
- National
- Salary
- £38,682 - £46,580 per annum (Exclusive of HCAS)
- Salary period
- Yearly
- Closing
- 26/11/2025 23:59
Employer heading
Service Analyst
NHS AfC: Band 6
Our Organisation
The NHS is building a culture that is positive, compassionate and inclusive – and we all have our part to play.
As employers we are committed to protecting and promoting the physical and mental health and wellbeing of all our colleagues. This underpins our values as set out in the NHS Constitution and supports us to be an Employer of Choice, while helping our colleagues to deliver high quality services for our patients and communities.
As a flexible employer, we want to support you to work in a way that is best for the NHS, our patients and you. Talk to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time, hybrid working or another flexible pattern. In addition, although the role advertised may have a ‘home’ office base indicated, we remain committed to supporting flexibility around workplace locations. If it works for the service, we will do our best to make it work for you.
We are an accredited Living Wage Employer which means that every colleague working for our organisation and third-party contractors will earn a real Living Wage. We are one of over 15,000 organisations, who voluntarily chose to pay the real Living Wage.
Job overview
Collaboration Services
We deliver secure, user-focused digital platforms that enable collaboration and communication across health and social care. This includes a national communications platform with 1.7 million active users, ensuring the NHS workforce maximises technology to boost productivity. We simplify and enhance our external digital presence through a reliable, secure CMS-driven website experience, and provide NHS Futures – a secure collaboration environment for national and international partners to share resources, manage programmes, and build communities beyond IT restrictions.
Main duties of the job
Responsible for case logging and call handling incident, change and service requests via an ITSM Toolset.
Contributes to knowledge management, expected to publish internal and external information and guidance, specific to the service offerings.
Responsible for attending incident management calls with various stakeholders from incident identification through to resolution.
Expected to contribute to supplier incident review calls, ability to escalate end user and internal issues to Service Management.
Contribute to external campaigns and webinars to help promote uptake and adoption of available service offerings.
Working for our organisation
The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
- Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
- Making the NHS a great place to work, where our people can make a difference and achieve their potential.
- Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
- Optimising the use of digital technology, research, and innovation
- Delivering value for money.
If you would like to know more or require further information, please visit https://www.england.nhs.uk/.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
NHS England hold a Sponsor Licence; this means that we may be able to sponsor you providing the Home Office requirements are met. To be eligible for sponsorship through the Skilled Worker route you’ll usually need to be paid the ‘standard’ salary rate of at least £38,700 per year, or the ‘going rate’ for your job, whichever is higher. You can find more information on the Government website.
Detailed job description and main responsibilities
You can find further details about the role, organisational structure, recruitment profile, expected outcomes and benefits information in the attached Job Description and other supporting documents.
Please note that this is a short-term fixed term contract.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.
Security Clearance
To meet National Security Vetting requirements, SC clearances require 5 years continuous UK residency. In certain cases, this can be reduced to three years continuous UK residency, with additional overseas checks for the previous two years.
Candidates who were posted abroad for service with HM Government, Armed Forces or within a UK government role - will still be considered.
Please make sure you meet these requirements before applying for this role. You don’t need to have security clearance level already, however, failure to achieve the requirements for security clearance level after offer, will result in the job offer being withdrawn.
For further advice please check https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#security-check-sc.’
For further information on National Security Vetting please check National security vetting: clearance levels - GOV.UK, information on the Security Vetting and Clearances Intranet page or contact [email protected].
Person specification
Knowledge & Skills
Essential criteria
- Service level management - Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
- Incident management - Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken
- Problem management Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Skills
Essential criteria
- Excellent communication skills with the ability to communicate clearly and effectively with others via both oral and written means.
- Effective problem-solving skills with the ability to understand a problem by breaking it down systematically into its component parts.
- Proven ability to understand the needs of the internal/external stakeholder and keeping them in mind when taking actions or making decisions.
Qualifications
Essential criteria
- ITIL Foundation or working towards with experience
Interpersonal Skills
Essential criteria
- Knowledge and understanding of protected characteristics within a workplace
Equality, Diversity and inclusion
Essential criteria
- Knowledge and understanding of protected characteristics within a workplace
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Gemma Rogerson
- Job title
- Senior Programme Manager
- Email address
- [email protected]
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