eRDM Service Desk Analyst
eRDM Service Desk Analyst
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Job Description
Do you have a passion for IT service delivery and improving user experience
The knowledge and Information Management Branch (KIM) ensures that Scottish Government (SG) is able to gather analyse store and share its knowledge and information with the citizens of Scotland and beyond. eRDM (electronic Record and Document Management system) Service Desk Analysts work within the eRDM Operations Team providing IT support to eRDM customers whilst exploiting the Electronic Content Manager system (ECM) and Connect application systems to provide a robust records and document management system. Support hours are from 9am until 4.30pm Monday Thursday and 9am to 4pm on Fridays.
As eRDM Service Desk Analyst you will report to the eRDM Operations Manager and provide support to the Corporate Records Manager in their endeavours to assure the robust adherence to the SG Records Management Plan including the integrity of the corporate record. You will be responsible for responding to customer faults and requests using the iFix Service Management System.
Responsibilities
- Track log and correct information to protect assets and components.
- Show an awareness of developing process efficiency and common ways in which processes are optimised.
- Support specific activities to improve development processes.
- Resolve user requests to a minimum of the agreed service level agreement.
- Empathise with the end user.
- Use customer-focused metrics to achieve a satisfying outcome.
- Own an issue until a new owner has been found or the problem has been mitigated or resolved.
- Show an awareness of the relevant subject matter and a high-level understanding of what it involves.
- Create amend and disable accounts in line with organisational change.
Responsibilities
Success Profile
Success profiles are specific to each job and they include the mix of experience skills and behaviours candidates will be assessed on.
Experience:
- Performing tasks such as taking calls from customers and trying to resolve their queries.
- Experience of incident management service request fulfilment and working with relevant ITSM tools.
- Good analytical skills to be able to scrutinise issues and draw conclusions.
Experience is assessed at sift along with a more in-depth assessment at interview.
Technical Skills:
This role is aligned to the General Service Desk Analyst role within the IT Operations Job Family.
You can find out more about the skills required here.
These skills are assessed by technical assessment designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed plus the method of assessment.
Behaviours:
- Communicating and Influencing (Level 1)
You can find out more about Success Profiles Behaviours here.
Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.
How to Apply
Apply online providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the 3 Experience criteria listed in the Success Profile above.
Artificial Intelligence (AI) tools can be used to support your application but all statements and examples 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 and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see ourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
If invited for further assessment this will consist of an interview and DDaT Technical assessment where the behaviours experiences and technical skills outlined in the Success Profile will be assessed.
The sift is scheduled for w/c 8th September.
Interviews and DDaT Technical assessments are scheduled for w/c 22nd September however these may be subject to change.
Qualifications
About Us
The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
Our staff are part of the UK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service we uphold the Civil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week we offer flexible working including full-time part-time flexitime and compressed hours depending on the needs of the role.
From October 2025 the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time either in an office or other agreed work location.
DDaT Pay Supplement
This post is part of the Scottish Government Digital Data and Technology (DDAT) profession as a member of the profession you will join the professional development system. This post currently attracts a 3000.00 annual DDAT pay supplement applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.
Security Checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on theUK Government website or read about the different levels of security checks in ourCandidate Guide.
Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further Information
Find out more about our organisation what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
Apply Before: 9th September 2025 (23:59) - This role is open to internal candidates and Common Citizenship organisations only.
Required Experience:
IC
Employment Type
Full-Time
