IT Incident and Problem Analyst

2 weeks ago


Cobalt Business Park, United Kingdom Newcastle Building Society Full time

**About the Role**

Reporting to the Incident and Problem Manager, the Incident and Problem Analyst contributes to the efficient and sustainable resolution of service related issues to minimise impact to our Colleagues and Customers.

You will contribute to the effective implementation and adherence of Incident and Problem Management Policies, Standards and Operating Procedures, feed into the roadmap for process maturity and Continual Service Improvement - both owning and driving actionswithin the roadmaps.

The Incident and/or Problem Analyst will play a key role in ensuring the processes deliver compliant and customer centric outcomes, ensuring business value and wider business objectives are achieved.

**About You**

You will have previous experience supporting and performing IT Incident, Major Incident and/or Problem Management processes as well as working knowledge of Change Management and associated ITIL processes. You will have proven abilities working closely withIT Support teams to ensure Incidents and Problems are managed from identification through to resolution.

You will be an effective communicator with experience of managing a wide range of stakeholders using various channels at times this will be under pressure and at pace during a Major Incident, be able to lead and manage technical resources throughout Incidentand Problem Management Lifecycles. A keen eye for detail and concise documentation skills are required to produce Major Incident Reports, Post Incident Review outputs, document and share Workarounds, Known Errors and other documentation as required.

You are able to demonstrate an in depth technical understanding which will enable you to support analytical fault finding, diagnostics and troubleshooting skills for Root Cause Analysis, Workaround solutions and implementing permanent fixes.

It is essential that you hold an ITIL Foundation Qualification for this role.

**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
- 30 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.



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