General Information
Salary The national salary range is £35,335 - £37,847, London salary range is £40,014 - £42,859. Your salary will be dependent on your base location Working Pattern Full Time, Flexible Working Vacancy Approach External Location National Region National Closing Date 10-Aug-2026 Post Type Permanent Civil Service Grade HEO Number of jobs available 1 Reserve List 12 Months Job ID 20463Descriptions & requirements
Job descriptionHM Courts and Tribunals Service
Directorate: Digital Technology Services (DTS)
Pay Band: HEO
Job Title: Request Management Analyst
Location: National
Successful applicants will be expected to be office based for 60% of their working time in any HMCTS Office (subject to business availability). The frequency may increase in the future.
Term: Permanent
The Request Management Team operating hours are:
Hours of Support (UK Working Days Only)
Monday – Friday 0900 – 1700
The role is contracted to 37 hours per week across 5 days.
Working patterns will be agreed with local line managers in line with business and operational needs.
The successful candidate will be expected to support agreed DTS business operating hours and service requirements in line with operational arrangements.
Level of Clearance - To apply for this role, you will be required to successfully complete Security Clearance (SC) level once in the role.
Important salary details:
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).
Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is in the Command-and-Control Centre Manager Job Family, as an Operations analyst, but carries the title Request Management Analyst within DTS.
Introduction:
These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.
HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.
DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.
Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service
Job Description:
The Request Management Analyst role within HMCTS Digital and Technology Services (DTS) provides essential services to our users as part of the Live Operations team, contributing to service performance, user experience, operational effectiveness and continuous improvement across the DTS Request Management function.
The post holder will have the opportunity to contribute to building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.
The Request Management Analyst is responsible for supporting the development, maintenance and continual improvement of Request Management processes, assisting with the implementation of new and existing services through effective request fulfilment, automation and standardisation. This includes working collaboratively with stakeholders to ensure request models are accurate, accessible and aligned to business and operational needs.
The role reports to the Request Management Lead and works collaboratively across Live Operations, Product and Delivery teams to support effective request fulfilment, operational efficiency and continual service improvement.
The role requires a flexible and collaborative approach, supporting operational delivery activities and undertaking reasonable responsibilities aligned to service and business needs.
Key Responsibilities:
Operations
- Support the development, maintenance and continual improvement of Request Management processes and standards.
- Assist in developing, maintaining and improving request models and fulfilment processes to support current and new HMCTS Digital products and services.
- Work collaboratively with Subject Matter Experts (SMEs), Product Owners and operational teams to ensure request processes remain accurate, effective and user focused.
- Identify request fulfilment gaps and opportunities for process optimisation and automation.
- Work with Knowledge Management to ensure supporting guidance and documentation remains accurate and aligned to request processes.
- Support onboarding of new services and implementation of repeatable request fulfilment activities.
- Ensure request models are written in clear, accessible language suitable for both technical and end users.
- Monitor the effectiveness of request catalogue items and recommend improvements where appropriate.
- Support implementation of tooling enhancements and process improvements that improve operational efficiency and customer experience.
- Use communication channels to share request management updates and guidance.
- Coordinate with colleagues across Live Operations to ensure consistent request fulfilment practices.
Analysis
- Use service data, analytics and stakeholder feedback to identify trends and opportunities to improve Request Management processes.
- Support reporting against request management performance, service levels and operational objectives.
- Use insight to support continual service improvement and operational decision-making.
- Identify opportunities to reduce manual effort through automation and process improvements.
- Produce reports and recommendations to support continual improvement and operational effectiveness.
Skills & Experience:
We’re looking for an individual with strong interpersonal skills who enjoys working with delivery-focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.
Desired Criteria:
· ITIL v4 qualification above Foundation level
· Experience of working within large or complex operational environments.
· Experience of using IT Service Management (ITSM) tooling to support request fulfilment.
· Experience of using service performance data to support continual improvement.
· Knowledge or experience of using basic SQL functions and queries to support the development, maintenance and improvement of service request fulfilment processes and automation.
Essential Criteria:
· Experience of supporting or working within Request Management or Service Request fulfilment processes.
· Proven ability to engage stakeholders across the business and build effective working relationships.
· Experience of writing, maintaining or improving operational content, request models or service catalogues.
· Strong organisational skills with the ability to manage competing priorities effectively.
· Ability to work collaboratively across multidisciplinary teams.
· A growth mindset with a willingness to continually improve, learn and adapt to change.
· Strong focus on delivering high-quality service outcomes and continual improvement.
· Ability to analyse data and produce reports to support operational decision-making.
· Ability to simplify complex processes and present practical, user-focused solutions.
· Ability to act professionally and appropriately when handling commercially sensitive information.
Application process:
The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.
· Experience – As demonstrated in your CV and application form.
· Behaviours –You will be expected to align your answers to the Government Digital and Data (GDD) Capability Framework Government Digital and Data (GDD) at HEO level.
o Changing and Improving
o Managing a Quality Service
o Communicating and Influencing
o Working Together
Reserve List:
HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.
Additional InformationWorking Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Support
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
- To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
- To the Civil Service Commission (details available here)
As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.
You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.
Diversity & Inclusion
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 Diversity and Inclusion Strategy.
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
Civil Service Nationality Rules
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules
Reserve list
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.
Contact Information
MoJ:
If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
Please quote the job reference 20463
HMPPS
If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
Please quote the job reference
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Application form stage assessments
Experience We will assess your experience for this role via the following methods CV or Work History, Statement of Suitability Evidence of Experience CV or Work History, Statement of SuitabilityInterview stage assessments
Interview Dates Earliest to interview: Week commencing 7th September (subject to change) Behaviours Changing and Improving Managing a Quality Service Communicating and Influencing Working Together Level of security checks required DBS Basic Security Clearance (SC)Use of Artificial Intelligence (Al)
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.