Service Management Specialist (Range D)

HM Treasury ,
London, Greater London
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Job Description

About HM Treasury The Treasury is the United Kingdom's economics and finance ministry. It is responsible for formulating and implementing the government's financial and economic policy. Its aim is to raise the rate of sustainable growth, and achieve rising prosperity and a better quality of life with economic and employment opportunities for all. About the Group The Public Spending Group sits within the HM Treasury Finance Ministry and is responsible for: Setting the Government's spending plans (spending reviews) and ensuring they are delivered; Reporting to the public and Parliament on public spending (including estimates and Whole of Government Accounts); setting rules for budget management and the accounting framework; Setting policy on public sector pay and pensions; Driving up the capability of Government Finance and developing the management information, tools and frameworks to better understand and ensure value for money; and, Working closely with the Cabinet Office to deliver the Efficiency Agenda. About the Team The Finance Analytics Control and Technology (FACT) team forms part of HM Treasury's Public Spending Group. The team provides a range of financial reporting, analytics, data management, training, business analysis and service improvement services. To enable these services the FACT team manages and supports the Online System for Central Accounting and Reporting (OSCAR). OSCAR is an IBM Cognos based, cross-government system which contains a detailed, multi-year analysis of departmental spending and from which the Whole of Government Accounts (WGA), Supply Estimates and other key outputs are produced. OSCAR's main objectives are to: Be the single source for reliable, real time financial information for government Increase our analytics and insight capability to support decision making Enable the modernisation and standardisation of financial accounting and reporting Reduce the time taken to produce statutory publications Be capable of future exploitation and expansion (e.g. to new datasets). Key accountabilities Our successful candidate will be responsible for: 1. Building and maintaining effective working relationships with business partners and the outsourced service provider to understand the business environment and support delivery of business objectives. 2. Assisting the Service Manager to plan, prepare and deliver OSCAR-related training, guidance materials and end-user communications e.g. User Guides, FAQs, bulletins, etc.). 3. Working with the People and Capability team and other partners to incorporate OSCAR training into appropriate Government Finance Function and other training materials. 4. Producing end-to-end service level reporting, analysing and highlighting trends of service levels and queries received to determine the need for targeted training where required. 5. Developing and maintaining OSCAR webpages, including within the OSCAR Application, on Gov.uk and One Finance. 6. Providing exceptions-based support for complex requests from and incidents raised by data providers and data consumers. 7. Providing secretariat support to OSCAR Service Review meetings, the OSCAR Change Advisory Board and any other related forums. 8. Exemplifying positive customer service behaviours and promote a culture passionate about ensuring customer needs are met. 9. Understanding Service Management best practices, with a focus on Service Level Management, Knowledge Management and Service Control. ITIL (Information Technology Infrastructure Library) qualification is useful but is not essential. 10. Presenting information in a straightforward, honest and engaging manner with all partners, choosing the appropriate styles and methods, including digital resources to maximise understanding and impact. Experience in training development and/or delivery is an advantage. 11. Understanding and applying technology to achieve efficient and effective business and personal results. This role is open to full-time, part-time and job-share workers. Candidates shortlisted for interview will be assessed using the following criteria: Behaviours (Communicating and influencing, Working together, Managing a quality service) Strengths Experience Sift criteria Candidates - Please note, you will be asked to give evidence in your application of how you meet these criteria. 1. Ability to exemplify positive customer service behaviours and promote a culture focused on ensuring customer needs are met, with the ability to communicate in a straightforward, honest and engaging manner with all stakeholders, choosing the appropriate styles and methods, to maximise understanding and impact. 2. Ability to understand Service Management best practices, with a focus on Service Level Management, Knowledge Management and Service Control. 3. Ability to understand and apply technology to achieve efficient and effective business and personal results with intermediate or higher Microsoft Office skills. The lead criteria is: 2. The ability to un

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