Problem Coordinator

Job Advert

As a Problem Coordinator, you will be responsible for managing both proactive and reactive problems arising from incidents, conducting trend analysis, and finding effective solutions.

You will collaborate and coordinate with other team members, both within the UK and internationally, including external vendors, to ensure problems are addressed within agreed service levels.

**“Everything about Asda”**

We are a values-led organisation. As such we, encourage everyone to be open and honest. We work creatively and collaboratively, valuing everyone's input.

Our collaborative culture, the size of our business and our belief in the empowerment of the individual means opportunities at Asda are abundant.

We conduct £300m worth of transactions every week. Our website handles over 2 million transactions a month. We have more than 145,000 dedicated Asda colleagues ensuring that our customers are at the heart of everything we do.

**“Everything you'll love ”**
- **Hybrid and flexible working** - everyone is looking for that work/life balance and Asda have it on point. Flexible working meaning you **work where it works** to meet both your needs and the business needs
- **Discretionary bonus** - Rewarding you for your hard work and efforts
- **Company Pension Scheme matched to a limit** - Looking forward to the future
- **Minimum 24 days annual leave per year plus 8 bank holidays** - Making sure you take time for your self and switch off
- **4 weekly pay** - which means you get an extra payday a year
- **Digital GP and Wellbeing sessions** - Asda genuinely cares so we create a culture where our people can perform at their best, the physical health and mental wellbeing of all our people is very important to us
- **Discount off your shopping at Asda and George** - with extra discounts running throughout the year - really makes a difference, saving the colleagues an average of £700 a year
- **Career development and apprenticeship and graduate schemes** - we want our colleagues to excel and grow with our business. (Link to grad scheme on Asda page)
- **Free city centre parking** - you can also use it outside working hours

Plus much more

**_ “That's more like it”_**

**“Find your role”**
- Conducting thorough investigations into the underlying causes of IT incidents through the problem management process.
- Conducting post-incident reviews to gain insights and learning from past incidents.
- Ensuring that follow-on actions are promptly executed by the relevant support teams, whether they are internal teams or third-party suppliers. You will supervise these groups throughout the investigation and resolution process.
- Serving as an escalation point for any issues that arise during the problem investigation process.
- Analysing root causes and identifying Known Errors, while coordinating actions to mitigate or eliminate the errors.
- Reviewing problem trends and proactively planning and driving improvement plans through the root cause investigation process.
- Taking accountability for appropriate, meaningful, and timely communication with relevant stakeholders throughout the problem management process.
- Formally closing problem records and documenting follow-up activities related to problem reviews

“**Let's find out about you”**

You have a background in working within an IT department or function, and you possess excellent problem-solving skills with a solid understanding of ITIL practices.
- Previous experience in an Incident or Problem Management function will be highly advantageous.
- Your strengths include outstanding communication abilities, attention to detail, and organisational skills.
- You demonstrate a methodical approach to data analysis and problem-solving.
- You excel in stakeholder management, effectively engaging with both technical and nontechnical stakeholders.
- Your verbal and written communication skills are commendable.
- “_**_Find your everything at Asda” - bringing brighter living within everyone's reach._**

We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join Asda.

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