Job Specifications
London, Milton Keynes or East Kilbride
You will be required to work from this location in line with FCDO policies on Hybrid Working (minimum 60% in the office).
Job Summary
The Foreign, Commonwealth & Development Office pursues our national interests and projects the UK’s role in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty and tackle global challenges with our international partners. We employ more than 17,000 staff in 179 countries and territories, across our diplomatic and development offices worldwide, which consists of 282 officially designated Posts. Our UK-based staff work in King Charles Street, London, Abercrombie House in East Kilbride and in Milton Keynes.
Job Description
Problem Management sits within the Service Centre function in the Information and Digital Directorate (IDD). We are responsible for the resolution and control of the root causes of incidents caused by errors within the IT infrastructure, to improve service by identifying and addressing issues to bring them into a controlled state. Our Problem Managers will shape and influence both digital services within IDD and the wider FCDO as we develop our Government Digital and Data Community.
You will be joining FCDO at a time of transformation with the opportunity to shape digital tools to support front line delivery. As we transition our internal systems, land new digital products and expand the scope of some of our existing digital platforms, we are building an expanded product function to design and integrate our products, spot efficiencies in existing processes and continuously improve our digital services to provide the best user experience.
Roles And Responsibilities
The successful candidate will:
Conduct thorough investigations to identify the root causes of incidents and errors within the IT infrastructure. This involves diagnosing and prioritising incidents, investigating their causes, and finding resolution.
Lead and manage a small team of Problem Analysts, supporting their performance and development, ensuring they successfully resolve user demands and deliver high-quality outcomes.
Mentor, coach, and guide team members to help them achieve their digital career aspirations.
Work closely with multi-disciplinary teams to ensure products meet quality standards and issues are resolved to user satisfaction.
Use the FCDO’s ServiceNow platform to monitor performance, identify trends, and drive continuous improvement.
Develop and implement strategies to resolve identified problems, ensuring minimal disruption to services. This includes working to prevent the recurrence of these incidents.
Manage service components to ensure they meet business needs and key performance indicators (KPIs). This involves diagnosing and prioritising incidents, investigating their causes, and finding resolutions.
Implement change requests and apply change control procedures under supervision. This involves ensuring that changes are managed effectively to minimise disruption and maintain service quality.
Contribute to the work of others, motivate and empower teams and create the right environment for teams to work in. This includes identifying the best team makeup depending on the situation and recognising and dealing with issues.
Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. This involves working to continuously improve service delivery and efficiency.
Explain the basic principles of IT standard continuity management processes and procedures. This includes ensuring that continuity plans are in place and can be executed effectively in the event of an incident.
Own an issue until a new owner has been found or the problem has been mitigated or resolved. This involves taking responsibility for resolving issues and ensuring that they are addressed promptly and effectively.
The successful candidates will be part of an integrated delivery environment working with policy and operations. They will have access to a tailored Learning and Development offer, combining both Government Digital and Data Profession and FCDO subject matter opportunities.
There will be opportunities for short visits to UK offices and overseas Consulates, High Commissions and Embassies to support product development occasionally. You will be informed of any overseas travel well in advance.
The FCDO also operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.
Candidates who secure a role that is considered specialist/technical, may be required to affiliate to the relevant specialist network, if not already a member.
Problem Management sits within the Service Centre function in the Information and Digital Directorate (IDD). We are responsible for the resolution and control of the root causes of incidents caused by errors within the IT infrastructure,