Problem Management Analyst 3738
Problem Management Analyst
Peterborough Hybrid or Remote
An exciting opportunity has arisen for a Problem Management Analyst to join a blue-chip organisation based in Peterborough. This is on an initial 6-month contract.
Hybrid working role based in Peterborough. Remote working may be possible for a very experienced candidate.
Firstly, manage problem records through to resolution within service level thresholds and to customer satisfaction.
Carry out reactive Problem Management after the closure of a Major Incident and via trend analysis of incidents.
Also, produce Root Cause Analysis reports as per the defined contractual SLA.
Recommend operational working practices. This is to prevent potential problems.
Also, collaborate with Major Incident, Change, and Knowledge teams to resolve issues and develop better working practices.
Create and distribute weekly and monthly performance and activity reports. This is both internally and customer-facing.
Finally, work closely with other service delivery teams to ensure the quality of service and adherence to contractual obligations.
Firstly, have a good understanding of, and experience operating within, an ITIL framework. Have the ability to deliver services to a customer base.
ITIL Foundation accredited (mandatory).
Also, been in a similar role or been involved with a Problem Management process.
Understand Major Incident and Change processes.
Innovative thinking, in terms of service quality and improvements. This is within our client’s needs (resource, budgetary, legal, etc).
Also, the ability to produce reports from data and trend analysis.
Experience in using systems and applications. e.g. Microsoft Office products – Word, Excel, PowerPoint, Outlook and Visio, ITSM toolset.
Also, have a good understanding of Service Management Methodologies and best practices.
Ability to take ownership and progress Problem Records. This is through to resolution and within reasonable timescales.
The ability to coordinate meetings with both internal and external stakeholders.
Finally, be able to interact with or work alongside technical support teams.
Firstly, be organised. Be excellent at analytics and problem solving.
Be passionate, and professional, with a proactive and a ‘can-do’ attitude at all times.
Work well with customers and internal colleagues at all levels on a one-to-one or group basis.
Perform to high standards.
Work well under pressure and to deadlines.
Be a team player with the ability to work alone.
Finally, have good time management skills in order to meet customer SLAs.
So if you are a Problem Management Analyst looking for your next exciting career move apply now!
Find out more about sought-after skills, by checking out this blog: IT Support paths.
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