Problem Management Analyst

4 weeks ago

Peterborough, United Kingdom Global Technology Solutions Ltd Full time

Problem Management Analyst
Remote working may be possible
An exciting opportunity has arisen for a Problem Management Analyst to join well established blue chip organisation based in Peterborough.
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
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
Global Technology Solutions is acting as an Employment Business in relation to this vacancy..

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