DfT/755/17/DVSA Problem Analyst

Driver and Vehicle Standards Agency
24876.00 - 26000.00 GBP Annual
07 Sep 2017
19 Sep 2017
Contract Type
Full Time

Do you have experience of investigating problems in Systems, processes and services? Are you able to assist with the implementation of agreed remedies and preventative measures?

We are looking for a Problem Analyst in the Digital Services and Technology Directorate in DVSA.

The Problem Analyst supports the Major Incident & Problem Manager in analysing incident trends and Major Incidents to identify root causes. They co-ordinate and support delivery teams in the detection, investigation and resolution of problems, ensuring activities and recorded documentation adhere to Problem Management processes, procedures and policies.

Key Responsibilities

• Help design and implement the Problem Management Process and Procedures.
• Support stakeholder expectations management from multiple channels affected by problems
• Manage and co-ordinate problem investigations and ensure the process is followed with all RCA (Root Cause Analysis) and Known Errors recorded
• Support in managing the Known Error database, Problem Records and their associated RCA
• Ensure and drive adherence to Problem Management process, procedures and policies amongst all delivery teams
• Monitor actions to investigate and resolve recurring incidents and problems in systems and services; assist with the implementation of agreed remedies and preventative measures

Further responsibilities can be found on the attached role profile.

Experience required

• Experience of gathering information to enable incident resolution and allocating incidents as appropriate
• Understanding of Service Delivery and Problem Management
• Experience of service delivery within a multi-vendor environment


Civil Service pension schemes may be available for successful candidates.

Besides the rewarding nature of the job itself, the benefits that come with it are excellent.

The package includes generous leave entitlement, attractive pension options, flexible working and other policies to enable a good work/life balance, including beneficial childcare arrangements.

You'll also benefit from our commitment to nurturing and developing talent.

Things you need to know


Successful candidates must pass basic security checks .

Nationality statement
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details
You should use the Civil Service Competency Framework, referring to the relevant competency definitions for the grade advertised. The Indicators listed on the attached document have been identified as most appropriate; please ensure that the evidence in your application meets the requirements of the role.

For your CV please provide detailed evidence of how you meet the requirements of the role using the job profile and job advert as a guide for your response.

You should evidence how you meet the essential skills required to be successful in the role.

Please note that any part of the Job Profile could be tested at sift/interview.

If invited to interview, this may consist of a range of question types. These could include questions about your strengths or how you would respond in any particular situation as well as specific examples of things you have done.

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

Nationality requirements
Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .


Candidates in their probationary period are eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code 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 .

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.