Lead Application Operations Engineer (ITSM)

Across government, business-critical applications underpin the delivery of reliable, efficient and user-focused digital services. As organisations increasingly depend on integrated platforms and automation, strong application operations are essential to ensure systems are resilient, performant, and continuously improving to meet evolving user and organisational needs. Ofgem plays a vital role in the UKs energy system, protecting consumers and enabling a more secure, fair and sustainable energy future. Ensuring the stability and effectiveness of our core business applications is key to supporting colleagues and delivering high-quality services. Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are modernising our IT service management capability and enhancing the platforms that underpin service delivery. This includes improving our use of ITSM tooling, expanding automation, and strengthening integration across systems to deliver better user experiences and more efficient operations. As a Lead Applications Operations Engineer, you will take ownership of Ofgems IT Service Management platform (Ivanti) and its wider ecosystem. You will define the application roadmap, lead improvements in performance and user experience, and ensure the platform operates effectively to support IT Operations and the wider organisation. This is a highly impactful and technically focused role, requiring strong expertise in ITSM platforms, application support and optimisation, and the ability to lead improvements across complex systems., You will be responsible for:

• Leading the management, support and continuous improvement of the Ivanti ITSM platform and associated applications
• Defining and shaping the application roadmap, identifying opportunities for innovation, automation and efficiency
• Leading troubleshooting and resolution of complex application issues, acting as the senior escalation point
• Designing and implementing enhancements, configurations and platform improvements
• Driving automation initiatives to improve service efficiency and user experience
• Managing small-scale changes and configuration projects, ensuring alignment with business needs
• Monitoring application performance, analysing trends and producing reporting and insight
• Ensuring effective integration with CMDB and other service management components
• Supporting IT Operations teams with application performance insights and recommendations
• Facilitating requirements gathering sessions for new features, changes and enhancements
• Providing guidance and mentoring to team members, promoting best practice across application operations, At Ofgem, we expect our staff to carry out their roles with honesty, fairness and openness. They should follow the Civil Service code and be free from any influence or bias. We are committed to making sure interests are recognised, declared and managed appropriately so that we can fulfil our duties as an energy regulator. Our Conflicts of Interest policy outlines the types of interests Ofgem staff must declare before onboarding, and the rules they must follow throughout employment so that we can clearly demonstrate that our decisions are not influenced by private interests.
Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) . See our vetting charter (opens in a new window) . People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements 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)
• 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) Working for the Civil Service Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and 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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) . Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) .

An experienced Applications Operations Engineer or ITSM specialist with a strong understanding of service management platforms and their role within a modern IT environment. You will bring both technical expertise and the ability to drive improvements across systems and processes. You may come from an IT operations, application support or ITSM background, but you will demonstrate:
• Strong experience working with Ivanti or other ITSM platforms
• Good understanding of ITIL frameworks and service management lifecycle
• Proven experience troubleshooting and resolving technical application issues
• Experience working with service catalogues, dashboards, reporting tools and system integrations
• Knowledge of APIs, discovery tools and platform integrations
• Experience facilitating requirements gathering for system enhancements or projects
• Ability to analyse performance data and identify opportunities for improvement
• Strong stakeholder engagement skills, working across technical and non-technical teams
An ITIL v4 Foundation qualification is required. Experience with development, APIs, databases or web applications would be advantageous.,
• Demonstrable experience working with Ivanti or another ITSM platform. (Lead Criteria)
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) (Lead Criteria)
• Technical problem solving and resolution skills relating to the development of ITSM platforms and demonstrable evidence of feeding into IT Operations roadmaps and future releases.
• Technical problem solving and resolution skills relating to service catalogues, dashboards, reporting integrations, discovery integrations, APIs etc.
• Strong experience facilitating requirements gathering workshops for new projects, platform changes, or applications using relevant modules.
• ITIL v4 foundation qualification is a minimum requirement.
Desirable Criteria
• Deeper coding/APIs/Web applications/Databases will be an advantage., Changing and Improving
• Working Together
• Delivering at Pace
Technical skills We'll assess you against these technical skills during the selection process:
• You will also be asked to prepare a presentation. Full details of the presentation will be included in the invitation to interview., This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Experience and Technical skills.
  
  Alongside your salary of 49,452, OFGEM contributes 14,326 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.