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3265 - Report Writer and Incident Manager
| Posting date: | 20 February 2025 |
|---|---|
| Salary: | £34,140 to £42,019 per year |
| Additional salary information: | 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. |
| Hours: | Full time |
| Closing date: | 04 March 2025 |
| Location: | UK |
| Remote working: | On-site only |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 3265 |
Summary
Report Writer & Incident Manager
Location: National*
Closing Date: 4th March
Interviews: Expected week commencing 10th March
Grade: HEO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: London: £38,661 - £42,019
National: £34,140 - £37,105
Please refer to the T&Cs at the bottom of this page, for more information on civil service salaries
Working pattern: Full-Time, Part time, Flexible working
Length of Contract: Permanent
*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
The Role
We’re recruiting for Report Writers & Incident Managers here at Justice Digital, to be part of our warm and collaborative Prison/Probation team.
We’re looking for talented and tenacious people to join our digital team to take the lead in creating world-class services in the justice system. We use cutting-edge agile software development approaches to make rapid but meaningful improvements to public services that live up to the unique challenges of MoJ's responsibility to society.
We support a suite of reporting applications used across HMPPS, which are mission critical to each business. These applications need to be supported and holders of these roles are responsible for supporting and managing the applications. The National Applications Reporting Team is a 2nd line resolver group. It is also customer facing, with users able to access the team resources and expertise directly. The team is responsible for the end-to-end reporting solution. This includes the development, management and deployment of releases, incident management, centralised reporting, and technical application upgrades.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025
Key Responsibilities:
Incident Management
● Manage incidents for the Live Service reporting resolver group(s) in line with Operational Level Agreements.
● Resolve Incidents using knowledge of the HMPPS applications, supported functions and Business Objects reporting tool.
● Allocate incidents to specialist personnel within the team where appropriate. Actively monitor delegated cases, obtain progress reports, and see through to resolution.
● Produce Service Desk workaround documents for appropriate incidents.
● Liaise with key stakeholders to seek continual service improvements within the incident management function; review Service Desk scripts, ensure that key information is captured by the agents whilst ensuring call times are kept to a minimum.
● Engage with the service provider representatives to ensure they are delivering resolutions as specified in the joint agreement and to the needs of the business.
● Measure and report on the performance of the LS Reporting Incident Management Function.
Change and Release
● Design and build web intelligence reports to support the HMPPS applications. Reports are to adhere to agreed business standards and include technical specification documentation.
● Test reports, universe design changes and specifications produced as part of the business change process. Detailed test exit reports including scenario-based testing are to be produced.
● Actively plan, document, and manage changes and releases. Plan, manage, document, and deliver releases through the release cycle to deployment into the various live environments.
Risk Management
● Identify risks within key areas of Live Service Reporting. Produce methods for mitigating risks and work with Live Service reporting management to implement measures.
Continual Service Improvement (CSI)
● Organise, plan, manage and contribute to CSI improvement projects, including the Centralised Reporting Project, Report consolidation exercise and upgrade or replacement of Business Objects.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Person Specification
Essential
● IT literate - with good working knowledge of MS Office products (Word, Excel, PowerPoint, Outlook) or equivalent
● Experience in one or more of the following
HMPPS Applications - National Delius, OASys, Prison NOMIS
SAP Business Objects Reporting Software – including Business Objects Web Intelligence or equivalent.
Experience or awareness of Business Objects universe design.
Knowledge and experience of using SQL.
Understanding or working experience of Information Technology Information Library (ITIL) and Agile methodology
Experience in managing data, including following security and consent processes
Building effective working relationships with a team and stakeholders
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.
Location: National*
Closing Date: 4th March
Interviews: Expected week commencing 10th March
Grade: HEO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: London: £38,661 - £42,019
National: £34,140 - £37,105
Please refer to the T&Cs at the bottom of this page, for more information on civil service salaries
Working pattern: Full-Time, Part time, Flexible working
Length of Contract: Permanent
*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
The Role
We’re recruiting for Report Writers & Incident Managers here at Justice Digital, to be part of our warm and collaborative Prison/Probation team.
We’re looking for talented and tenacious people to join our digital team to take the lead in creating world-class services in the justice system. We use cutting-edge agile software development approaches to make rapid but meaningful improvements to public services that live up to the unique challenges of MoJ's responsibility to society.
We support a suite of reporting applications used across HMPPS, which are mission critical to each business. These applications need to be supported and holders of these roles are responsible for supporting and managing the applications. The National Applications Reporting Team is a 2nd line resolver group. It is also customer facing, with users able to access the team resources and expertise directly. The team is responsible for the end-to-end reporting solution. This includes the development, management and deployment of releases, incident management, centralised reporting, and technical application upgrades.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025
Key Responsibilities:
Incident Management
● Manage incidents for the Live Service reporting resolver group(s) in line with Operational Level Agreements.
● Resolve Incidents using knowledge of the HMPPS applications, supported functions and Business Objects reporting tool.
● Allocate incidents to specialist personnel within the team where appropriate. Actively monitor delegated cases, obtain progress reports, and see through to resolution.
● Produce Service Desk workaround documents for appropriate incidents.
● Liaise with key stakeholders to seek continual service improvements within the incident management function; review Service Desk scripts, ensure that key information is captured by the agents whilst ensuring call times are kept to a minimum.
● Engage with the service provider representatives to ensure they are delivering resolutions as specified in the joint agreement and to the needs of the business.
● Measure and report on the performance of the LS Reporting Incident Management Function.
Change and Release
● Design and build web intelligence reports to support the HMPPS applications. Reports are to adhere to agreed business standards and include technical specification documentation.
● Test reports, universe design changes and specifications produced as part of the business change process. Detailed test exit reports including scenario-based testing are to be produced.
● Actively plan, document, and manage changes and releases. Plan, manage, document, and deliver releases through the release cycle to deployment into the various live environments.
Risk Management
● Identify risks within key areas of Live Service Reporting. Produce methods for mitigating risks and work with Live Service reporting management to implement measures.
Continual Service Improvement (CSI)
● Organise, plan, manage and contribute to CSI improvement projects, including the Centralised Reporting Project, Report consolidation exercise and upgrade or replacement of Business Objects.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Person Specification
Essential
● IT literate - with good working knowledge of MS Office products (Word, Excel, PowerPoint, Outlook) or equivalent
● Experience in one or more of the following
HMPPS Applications - National Delius, OASys, Prison NOMIS
SAP Business Objects Reporting Software – including Business Objects Web Intelligence or equivalent.
Experience or awareness of Business Objects universe design.
Knowledge and experience of using SQL.
Understanding or working experience of Information Technology Information Library (ITIL) and Agile methodology
Experience in managing data, including following security and consent processes
Building effective working relationships with a team and stakeholders
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.