Full-Time Problem and Capacity Analyst

• Working closely with internal and external stakeholders and customers
• Supporting the delivery of a high performance and reliable IT capability worldwide.

Responsibilities include:

1. Following the documented Problem & Capacity Management process and any sub-processes.
2. Ensure the Problem Management processes interface with all service management teams, such as Major Incident and Change Management.
3. Support multiple contracts, providing Problem Management support and liaising directly with support teams.
4. Create Problems & Known Errors in accordance with the Problem Management Process.
5. Ensure all Problem Records are recorded, assessed, classified, prioritised, assigned and actioned appropriately.
6. Providing proactive and reactive Incident analysis to identify new Problems.
7. Identify Problems by using event log error analysis and other tools, providing evidence to engineers to identify root causes.
8. Coordinate key staff using conference calls to form action plans to complete root cause analysis.
9. Provide Incident trending throughout the lifecycle of a Problem.
10. Update Knowledge Base with workarounds and known errors.
11. Arrange and hold regular review meetings to discuss monthly reports and escalate any issues or bottlenecks within the process.
12. Responsible for attending customer meeting as required for designated accounts.
13. Identify and raise risks which could potentially impact the problem management process
14. Review process documentation and any contract specific documentation.

Essential skills:

• Excellent interpersonal and communication skills.
• Self-motivated.
• Flexibility in approach.
• Ability to work under pressure.
• Excellent customer facing and influencing skills.
• Ability to make decisions and take ownership.
• Experience using service management logging tools.
• Excellent knowledge of MS Excel.

Desirable skills:

• Previous experience in a Problem Management environment is advantageous.
• ITIL Foundation Accreditation is desirable.
• Experience of the ISO 20000 Service Management Standard would be a benefit.
• Technical background would be of benefit.

What is the last date for applying to the job?

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