Role:

Salary: Career Graded, bands 8-9, £34,611 – £47,712 

Location: Agile, Forth Banks Police Station and homeworking

Hours/Contract: 37 hours per week 

Working for #TeamNP

Our purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job – and that’s where our 2,000-strong team of police staff and 200 volunteers come in. 

As one of the largest police forces in England we have a huge variety of departments and specialisms offering you endless opportunities. From mentoring and coaching schemes and online soft skills courses to leadership development programmes; we’ll give you the support, training, and time to carve out the career you always wanted. 

As one of the top 50 UK inclusive employers and a disability confident employer, we promote a culture of respect in the workplace so everyone can feel seen, heard, and valued. 

Whether you’re a member of staff or a volunteer, you can also expect first-rate support to manage your health and wellbeing. With year-round events, a 24/7 welfare support hotline and a leading approach to neurodiversity, our initiatives enable you to be at your best. 

Above all else, here at Team NP, we can offer you a career that is so much more than just a job, it’s a chance to be part of something that really matters.  

Learn about our full benefits package

The role

Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Policing Department as an IT Service Management (ITSM) Platform Analyst. 

We are seeking a highly skilled and motivated ITSM Platform Analyst to join our dynamic team. The successful candidate will be responsible for managing the design, configuration, maintenance, data integrity, and administration of our ITSM platform. This role involves analysing the current state of ITSM tool set processes and workflows, identifying gaps and improvement opportunities, and proposing and implementing solutions to enhance efficiency, quality, and customer satisfaction. Digital Policing Department currently utilise Atlassian Jira ITSM and will shortly move to a new ITMS Platform during 2025.  

What you’ll do

• Deliver Digital Police’s IT Service Management Platform services across Incident, Service Request, Problem and Change/Release Management etc based on an ITIL based framework.


• Design, configuration, maintenance, data integrity, and fulfil all administration of the ITSM platform.


• Troubleshoot platform errors; problem solve them and deliver the associated resolutions.


• Analyse current ITSM tool set processes and workflows to identify gaps and improvement opportunities.


• Propose and implement solutions that enhance efficiency, quality, and customer satisfaction.


• Meet stakeholders’ needs by proactively reviewing platform improvements and maintaining the product backlog.


• Provide expert advice, knowledge, and training on how to maximize the benefits of the ITSM platform to the department and wider organisation.


• Translate user requirements and continually deliver proactive platform improvements whilst keeping an eye on the feature and release roadmap.


• Effectively manage and maintain relationships with suppliers, ensuring timely delivery of quality goods and services as per contract, while adhering to company policies and budget constraints.

Sound interesting? For further information, and to support your application, please view the job description.

What you’ll bring

• Supremely customer experience and service focused.


• Proven experience in managing ITSM platforms.


• Strong analytical skills with the ability to identify gaps and improvement opportunities.


• Excellent problem-solving skills and the ability to propose and implement effective solutions.


• Expertise in maintaining product backlogs and reviewing platform improvements.


• Ability to provide expert advice, knowledge, and training on ITSM platforms.


• Stakeholder management and strong interpersonal / team working is your superpower.


• Experience in managing supplier relationships and ensuring timely delivery of quality goods and services.


• You are utterly excellent at managing your own workload such as task organisation and prioritising.


• You have a positive mindset that helps you achieve anything.

We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. 

Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.

Interested to learn more? For further information about the role please contact Debbie Morris-Gray by email at Debbie.Morris-Gray@northumbria.police.uk

What we offer

• 26 days’ leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays


• Enhanced maternity, shared parental and adoption leave


• Flexi time – allowing you to fit your working hours around your individual needs


• Flexible working (we are happy to discuss options such as compressed hours)


• Agile working – option to work from home, your team zone, and spaces across the force


• Fantastic market-leading public sector pension scheme with up to 16% employer contribution


• Corporate travel schemes – local rail, bus services and metro discounts


• Access to private healthcare and eye test vouchers


• Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets


• We’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service for the times you need that additional support


• Access to gyms in some stations


• Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel


• Cycle to work scheme

Just so you know

Our application form will help us understand how your work, education and life experience has prepared you for the role of a ITSM Platform Analyst with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute. 

The recruitment process will consist of the initial application form followed by a panel interview. 

Just so you know, you can save your application and come back to it any time prior to the closing date on the advert. 

We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.

If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly.  If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance and medical information.

Terms of appointment

If you are successful in your application, you will have a six-month probation period with us where you will be unable to apply for any other post advertised internally or externally. 

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.