INCIDENT & PROBLEM ANALYST in Manchester, Greater Manchester, United Kingdom
Job Title - Incident & Problem Analyst
Location - Manchester, Square One
Rates - £193.00 (PAYE) to £219.68 (LTD) per day
In Scope of IR35 - (i.e. subject to tax & national insurance contributions taken at source by Capita)
About the role / project:
Working on the pilot for Office 365 deployment project. Supporting the Service Team while the project is in progress.
Responsible for ensuring that processes are adhered to in respect of all incidents and problems from the point of classification to resolution including prioritisation and initiation of action, documentation of root causes and implementation of resolutions. Production of management information to underpin the incident and problem management processes.
What you will do:
- Analyse incident data to identify trends and potential areas for further investigation. Highlight these areas and where required initiate investigations.
- Assign all problems with the correct priority to enable investigations to take place based on business impact and criticality.
- Monitor the implementation of agreed resolutions in liaison with the Service Desk, Configuration Management, Change and Asset Management functions.
- Identify and communicate to the Helpdesk and Service Quality Team available workarounds for unresolved problems/known errors.
- Confirm that existing problems and known errors in systems and services being brought into production are understood and managed in the same way as those arising from operational incidents.
- Develop and produce management information to communicate volumes of high severity incidents, problem trends, results and performance against service levels.
- Contribute at regular meetings to discuss outstanding issues, problem records andprioritisation.
- Support Managers with Incident Reviews/Problem Reviews as required
Your experience will include:
Essential
- Foundation Certificate in IT Service Management
- Excellent data analysis skills
- Good written and verbal communication skills
- Ability to take ownership and solve problems independently
- Good organisational and prioritisation skills.
- Capable of absorbing data from various sources and making accurate judgment based decisions.
- Skilled in the use of incident and problem management tools for the recording, progressing and reporting of incidents
- Knowledge of Service Management disciplines within the IT arena
- Proficient in Problem Management and the use of appropriate tools
- Good team worker with the ability to influence Senior Managers.
Desirable
- Practitioner Certificate in IT Service Management: Problem Management
- Proficient in Time Management Techniques
What you'll get in return
Capita and our client understand what it is like to work as a contractor and we will do everything we can to make it a simple process for you - this includes dedicated on-boarding, extension teams and access to a web based timesheet portal giving you an ability to access and submit your timesheets wherever you are.
About our client
Our client is the largest rail infrastructure business in the country and is at the operational centre of the railway and playing a key role in a rapidly evolving industry. They are responsible for rebuilding Britain's railway infrastructure and are managing some of the biggest and most complex engineering programmes in Europe. Over the next five years they will be spending around £23 billion to maintain and upgrade every aspect of an infrastructure that comprises 21,000 miles of track, 2,500 stations, 9,000 level crossings, 40,000 bridges and tunnels, and signalling and power for the movement of 25,000 trains every day.
What we hope you will do next
Help us find out more about you by completing our short application process - Click apply now. You will then be directed to a Capita owned microsite that will assist you with your application. Once completed you will then be contacted by the relevant recruiter.
Our client welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender status, sex (or gender), employment status, trade union affiliation, or another irrelevant factor. We will interview all disabled applicants who meet the essential criteria.
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