Proven experience within Problem Management, Service Management, or Service Integration environments
Strong understanding of ITIL and IT Service Management principles
Experience conducting and facilitating Root Cause Analysis investigations
Knowledge of Incident Management, Change Management, Service Level Management, and Supplier Management processes
Experience working within complex multi-supplier environments
Strong analytical and reporting skills, with the ability to identify trends and drive service improvements
Excellent communication and stakeholder management skills
Experience using ServiceNow or other ITSM platforms is advantageous
SIAM (Service Integration and Management) experience is highly desirable
Must be eligible to obtain Security Check (SC) clearance and have resided continuously in the United Kingdom for the last 5 years, along with meeting other clearance criteria
Must be a Sole British National
Must be able to attend onsite in Manchester 3 days per week
Responsibilities:
Own and manage the end-to-end Problem Management process
Coordinate suppliers and support teams to investigate major and recurring service issues
Drive Root Cause Analysis (RCA) activities and ensure permanent resolutions are implemented
Monitor incident and problem trends to identify risks, recurring issues, and opportunities for service improvement
Chair problem review meetings and facilitate collaboration across multiple service providers
Produce reporting, trend analysis, and management information to support operational and strategic decision-making
Drive continual service improvement initiatives and ensure corrective and preventative actions are delivered
Build effective relationships with suppliers, technical teams, customers, and senior stakeholders
Technologies:
Incident Management
Support
ITIL
ITSM
Security
ServiceNow
More:
We are a leading consultancy seeking a Problem Analyst to join a large-scale service integration environment, with a start date as soon as possible. You will be part of our Service Management team, working alongside technical teams, suppliers, and key stakeholders, with opportunities to develop yourself and the wider service. We offer a hybrid working model requiring three days per week onsite in Manchester.
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