Problem Analyst/Remote

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Job description

Problem Analyst

An exciting opportunity has arisen for a Problem Analyst to join well established blue chip organisation, this role can be fully remote, or hybrid/office based if candidate is happy to do so.

As a Problem Analyst you will be responsible for:

Managing Problem records through to resolution within service level thresholds and to customer's satisfaction

Carrying out reactive Problem Management after the closure of a Major Incident and as incident trends dictate

Produce Root Cause Analysis reports as per defined contractual SLA

To carry out proactive Problem Management via trend analysis of incidents raised

Make recommendations on operational working practices to prevent potential problems.

Collaborate with Major Incident, Change and Knowledge teams to resolve issues and develop better working practices.

Create and distribute weekly/monthly performance and activity reporting, both internally and customer facing

Work closely with other service delivery teams to ensure the quality of service and adherence to contractual obligations

As a Problem Analyst you will have the following knowledge and experience:

Good understanding of, and experience operating within, an ITIL framework delivering services to a customer base

ITIL Foundation accredited (mandatory)

Previously operated in similar role or interacted with a Problem Management process

Solid understanding of Major Incident and Change processes

Experience in producing insightful reports from data and trend analysis

Experience of using systems and applications eg Microsoft Office products - Word, Excel, PowerPoint, Outlook and Visio, ITSM toolset.

Understanding of Service Management Methodologies and best practices

Ability to take ownership and progress Problem Records through to resolution and within reasonable timescales

Experience in coordinating meetings with both internal and external stakeholders

A background interacting with, or working alongside, technical support teams

PERSONAL ATTRIBUTES

Excellent organisational, analytical and problem solving skills

Passionate, professional, with a proactive and a 'can-do' attitude at all times

Confidence in liaising with customers and internal colleagues at all levels on a one-to-one or group basis

Perform to high standards whilst working under pressure and to deadlines

Team player but equally effective working independently

Good time management skills in order to meet customer SLA's

Learning Based agility

Good interpersonal skills - ability to liaise with personnel at all levels and adapt style accordingly

So if you a Problem Analyst looking for your next exciting career move please apply now!

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