Incident & Problem Analyst

We are excited to offer a superb opportunity for an Incident & Problem Analyst to join our IT Operations Team within Technology Services at our Bradford based office. You will provide professional and comprehensive analysis to support to the wider Major Incident & Problem Management processes resulting in minimised risk and impact to the business.

This is a hybrid role with working from home and time in our Bradford office. You may be also required to work outside of your normal hours on occasions.

About the role

As Incident & Problem Analyst, you will -

• Identify potential problems by constantly reviewing support requests and performing trend analysis
• Support the Incident & Problem Management strategy to ensure that Incident & Problem Management processes continue to support the business and align to best practices.
• Ensure records are kept up to date for Incidents & Problems and Changes are raised where appropriate for resolution activities
• Engage with stakeholders, partners and specialists to ensure Incident & Problems are correct and managed effectively and efficiently
• Determine whether new incidents are related to known errors or existing problem records and ensure the relationship exists in the Service Management application
• Engage with resolver groups to ensure timely root cause of investigation and fix implementation
• Provide 24/7 support to the Major Incident Manager for the management of out-of-hours major incidents, as required
• Support the coordination of Major Incidents, including creation of incident timelines, stakeholder communications, post-incident reviews and reporting activities
• Ensure that the Colleague Service Desk is fully aware of all workarounds in place for incidents by updating relevant records and communicating with Colleague Service Desk Analysts
• Monitor progress on the resolution of Known Errors and advising on available workarounds for incidents
• Support the production of defined metrics and key performance indicators and ensure that Incident & Problem Management reporting is of a high quality and delivered within agreed timelines
• Review problem data and confirm correct classifications, impact statement and prioritisation
• Ensure that root cause and trend analysis is carried out effectively to reduce the number of recurring incident
• Identify opportunities to improve Incident and Problem Management processes, controls and reporting, driving continual service improvement

About you

What will you bring to the role?

• An understanding of Service Management principles and disciplines, based on ITIL best practice
• Preferred experience of working with IT Service Management tools (e.g. ServiceNow) and maintaining high-quality service records
• Ability to demonstrate problem solving and analytical skills within a dynamic business environment
• Strong communicator with an analytical approach able to translate data into meaningful findings
• Work as a team with minimal supervision and prioritise own work effectively
• Work with internal support teams and 3rd party service providers to improve service