Problem Management Analyst

Problem Management Analyst

An exciting opportunity has arisen for a Problem Management Analyst to join well established blue chip organisation based in Peterborough.
Remote working may be possible for a very experienced candidate

As a Problem Management Analyst you will be responsible for:

Managing Problem records through to resolution within service level thresholds and to customer's satisfaction

Carrying out reactive Problem Management after the closure of a Major Incident and as incident trends dictate

Producing Root Cause Analysis reports as per defined contractual SLA

Carrying out proactive Problem Management via trend analysis of incidents raised

Making recommendations on operational working practices to prevent potential problems.

Collaborating with Major Incident, Change and Knowledge teams to resolve issues and develop better working practices.

Creating and distribute weekly/monthly performance and activity reporting, both internally and customer facing

Working closely with other service delivery teams to ensure the quality of service and adherence to contractual obligations

KNOWLEDGE AND EXPERIENCE
Good understanding of, and experience operating within, an ITIL framework delivering services to a customer base

ITIL Foundation accredited (mandatory)

Previously operated in similar role or interacted with a Problem Management process

Solid understanding of Major Incident and Change processes

Innovative thinking, in terms of service quality and improvements within the boundaries of our clients limits (resource, budgetary, legal etc.)

Experience in producing insightful reports from data and trend analysis

Experience of using systems and applications eg Microsoft Office products - Word, Excel, PowerPoint, Outlook and Visio, ITSM toolset.

Understanding of Service Management Methodologies and best practices

Ability to take ownership and progress Problem Records through to resolution and within reasonable timescales

Experience in coordinating meetings with both internal and external stakeholders

A background interacting with, or working alongside, technical support teams

PERSONAL ATTRIBUTES
*Excellent organisational, analytical and problem solving skills

*Passionate, professional, with a proactive and a 'can-do' attitude at all times

*Confidence in liaising with customers and internal colleagues at all levels on a
one-to-one or group basis

*Perform to high standards whilst working under pressure and to deadlines

*Team player but equally effective working independently

*Good time management skills in order to meet customer SLA's

SO if you are a Problem Management Analyst looking for your next exciting career move apply now!

Role is initially 6-9 months contract with long term perm opportunities.

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