Full-Time Problem Analyst

The Problem and Capacity Analyst role ensures the day-to-day Problem and Capacity Management process activities meet business needs. It involves working with internal and external stakeholders to support a high-performance IT capability.

Responsibilities include:

• Following Problem & Capacity Management processes.
• Ensuring Problem Management interfaces with service management teams.
• Supporting multiple contracts.
• Creating Problems & Known Errors.
• Recording, assessing, classifying, prioritising, and actioning Problem Records.
• Providing proactive and reactive Incident analysis.
• Identifying Problems via event log error analysis.
• Coordinating key staff for root cause analysis.
• Providing Incident trending.
• Updating the Knowledge Base.
• Arranging and holding review meetings.
• Attending customer meetings.
• Identifying and raising risks.
• Reviewing process documentation.

Essential skills:

• Excellent interpersonal and communication skills.
• Self-motivated.
• Flexibility.
• Ability to work under pressure.
• Excellent customer facing and influencing skills.
• Decision-making and ownership.
• Experience with service management logging tools.
• Excellent MS Excel knowledge.

Desirable skills:

• Problem Management experience.
• ITIL Foundation Accreditation.
• ISO 20000 knowledge.
• Technical background.

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