Location
Central London, with the expectation to be office based for 60% of working time in any HMCTS office (subject to business availability). The frequency of office attendance may increase in the future.

Hours
Full Time - 37 hours per week, Monday to Friday, 09:00 – 17:00 (UK working days only). Working patterns will be agreed with local line managers in line with business and operational needs. The successful candidate will support agreed DTS business operating hours and service requirements.

Salary
£35,335 per annum

About the Role
The Request Management Analyst role within HM Courts and Tribunals Service (HMCTS) Digital and Technology Services (DTS) is a key position within the Live Operations team. The role contributes to service performance, user experience, operational effectiveness, and continuous improvement across the DTS Request Management function.

The post holder will support 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 collaborating 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 closely with Live Operations, Product, and Delivery teams to support operational efficiency and continual service improvement. It requires a flexible and collaborative approach to support operational delivery activities and undertake responsibilities aligned to service and business needs.

Successful candidates will be required to complete Security Clearance (SC) level once in the role.

HMCTS is committed to being a great place to work, offering excellent training opportunities, flexible working, an inclusive culture, and a supportive environment where your opinion is valued.

Experience
- Experience supporting or working within Request Management or Service Request fulfilment processes.
- Experience of working within large or complex operational environments.
- Experience using IT Service Management (ITSM) tooling to support request fulfilment.
- Experience using service performance data to support continual improvement.
- Knowledge or experience of basic SQL functions and queries to support service request fulfilment processes and automation.
- Proven ability to engage stakeholders and build effective working relationships.
- Experience writing, maintaining, or improving operational content, request models, or service catalogues.

About You
- Strong interpersonal skills and enjoys working with delivery-focused, agile multidisciplinary teams.
- Strong organisational skills with the ability to manage competing priorities effectively.
- Ability to work collaboratively across 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.
- Professional and appropriate handling of commercially sensitive information.

Qualifications
- ITIL v4 qualification above Foundation level is desirable but not essential.