Problem Analyst

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Problem Analyst - ITIL - St Ives
£30-34k DOE

Concept IT are looking for an Problem Analyst to join a well-established and growing team based in Cambridgeshire.

As the Problem Analyst, your primary responsibility will be to ensure problem records are effectively managed through the problem management process from evaluation to resolution for overseeing all aspects of the incident management process from evaluation to resolution.

A brilliant opportunity if you already have experience in a similar role and have thorough understanding of service management principles and can effectively communicate with key stakeholders.

Key Responsibilities

Create incident logs to track issues and ensure resolution
Coordinate the response to incident reports, ensuring relevant prioritisation and detail to allow for effective investigation
Lead, facilitate and chair all investigation activities, meetings, and conference calls
Manage technical resource through to resolution
Perform post review of incidents to ensure that the scale of issues is fully understood and that any associated trends are monitored
Ensure all administration and reports are maintained including post major incident reviews
Support and guidance for conducting Root Cause Analysis (RCA) with the Problem and Escalation Manager
Support the Problem and Escalation Manager with maintaining and developing tools and resources to manage major incidents effectively
Create and maintain training materials on the incident management process

Required Skills & Experience

Strong ITIL experience and foundation certification or above (ITIL v3 / v4)
Solid understanding of Major Incident and Change processes
Technical awareness of IT/Networks
Excellent communication skills for interaction with internal and external stakeholders
Experience in producing insightful reports from data and trend analysis
Previous use of an ITSM tool (highly desirable)
A background interactive with, or working alongside, technical support teams

Salary on offer is £30-34k DOE

Looking to move ASAP so please send me your latest CV and I will call you to discuss further

Kelsie Prior - IT Recruitment Consultant - - (phone number removed)

Key Words:

ITIL - Problem Management - Change Management - Incident Management
  • 1
  • Negotiable
  • None
  • None
  • CV-112828
  • Permanent
  • 11

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