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IT Problem Analyst

5 months ago

Cobalt Business Park, United Kingdom Newcastle Building Society Full time

**About the Role
**Reporting to the Incident and Problem Manager, the Problem Analyst contributes to the efficient and sustainable resolution of issues as well as reduction of service related issues through both Proactive and Reactive Problem Management practices.

You will contribute to the effective implementation and adherence of the Problem Management Policy, Standards and Operating Procedures, feed into the roadmap for process maturity and Continual Service Improvement - both owning and driving actions within theProblem Management Roadmap.

**About You
**We’re looking for someone who has experience managing problems, prioritisation and engaging with IT Support teams to complete root cause analysis, the introduction of workarounds and implementation of solutions. You will have good analytical problemsolving and troubleshooting skills and the ability to undertake trend analysis to support proactive problem management, with the aim of identifying and preventing future incidents from occurring.

The following skills are essential:

- Experience working in an ITIL aligned environment
- The ability to absorb and understand complex technical situations
- Excellent customer service skills

**About Us**

Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs We provide savings management and technology services for new challenger banks and established providers acrossthe UK. Our work has earned us an enviable reputation in the market as the best at what we do.

As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.

For full details along with a comprehensive breakdown of what we’re looking for, please download the role profile.

**What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes**:

- A 35-hour weekly contract + flexible working options
- 25 days holiday each year plus bank holidays
- Bonus scheme
- Pension scheme
- Life assurance and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement
- The option to buy extra holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.

**We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.**

**Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.