Incident and Problem Analyst

Wiltshire Police; Devizes; Hybrid; GBP 25,000 - 41,000; Full time

Benefits offered by this job

Hybrid working (3 days in office)

Free On-Site Gym membership

25 days annual leave

Job summary

Wiltshire Police is seeking an Incident & Problem Analyst to enhance reliability, resilience, and performance of critical digital services. You'll transform operational data into actionable intelligence to improve user experience and support modern digital policing.

The role involves incident analysis, problem investigations, and collaboration with multidisciplinary teams to drive continuous service improvements. Hybrid working and security clearances apply.

Qualifications

• Using data, insight and analytical expertise to improve digital services.
• Provide analytical support during incidents and major incidents, delivering accurate insight that enables rapid and informed decision-making.
• Collect, validate and analyse service and incident data from multiple sources to support service restoration and escalation activities.
• Identify emerging trends, recurring incidents and potential service risks, helping prevent issues before they escalation.

Responsibilities

• Produce clear reports, dashboards and performance insight to support service improvement and operational assurance.
• Work closely with Service Desk, Platform, Application, EUC and supplier teams to improve end-to-end service performance.

Skills

Data analysis

Incident management

Problem investigation

Stakeholder communication

Education

ITIL 4 Foundation

Job description

Including a market supplement, the salary for this role is up to £41,223pa

DSE use (for a substantial part of work)

30/09/2026, 12:00

About us

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whetheryou’rejust starting your career or looking to advance, Wiltshire Policeoffersa range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

About our DDaT Services team

At Wiltshire Police,we'retransforming policing through Digital, Data and Technology. We recognise thatDDaTis no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower ourworkforceand deliver better public services. As we evolve from a traditional ICT function into a modern, user-centredDDaTorganisation,we'reembracing cloud technologies, automation, AI,dataand digital innovation to create smarter, moreconnectedand resilient services. Join us at the start of an ambitious transformation, where you'll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve.

About the role

As an Incident & Problem Analyst, you will play a key role in improving the reliability,resilienceand performance of critical digital services across Wiltshire Police. Using data,insightand analyticalexpertise, you will help resolveincidents andmajor incidents,identifyrecurringissuesand uncover opportunities for service improvement. Working with multidisciplinary technology teams, you will transform operational data into actionable intelligence that enhances user experience, strengthens serviceresilienceand supports the delivery of modern digital policing.

What you will be doing

• Provide analytical support during incidents and major incidents, delivering accurate insight that enables rapid and informed decision-making.
• Collect, validate and analyse service and incident data from multiple sources to support service restoration and escalation activities.
• Support major incident response by gathering evidence, maintaining timelines and ensuring accurate records of events and actions.
• Identify emerging trends, recurring incidents and potential service risks, helping prevent issues before they escalation.
• Contribute to root cause analysis and problem investigations, ensuring conclusions are evidence-based and actionable.
• Produce clear reports, dashboards and performance insight to support service improvement and operational assurance.
• Work closely with Service Desk, Platform, Application, EUC and supplier teams to improve end-to-end service performance.
• Use operational and service data to identify continual improvement opportunities that enhance reliability, resilience and user experience.

About you and your experience

• Passionate about using data, analysis and insight to improve digital services and deliver better outcomes for users.
• Experience analysing operational data, identifying trends and producing meaningful insight to support service performance and decision-making.
• Strong analytical and problem-solving skills, with the ability to investigate complex issues and support root cause analysis activities.
• Able to communicate technical information clearly and effectively to a range of technical and non-technical stakeholders.
• Comfortable working in a fast-paced Digital, Data and Technology environment where service availability and operational performance are critical.
• Strong attention to detail, ensuring information is accurate, auditable and suitable for operational and governance purposes.
• Collaborative and proactive, with a commitment to continual improvement, learning and professional development.

Essential Professional Certifications

• ITIL 4 Foundation

What we offer

• Professional development and training
• 25 days annual leave plus bank holidays, rising to 30 days
• Hybrid working (3 days in the office)
• Free On-Site Gym membership
• Physical and mental well-being support

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.

Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Important information before you commence an application

Please ensure you allow time to complete your application fully as part complete pages do not autosave and the application system only remains active on a single page for a period of 60 minutes.

You may require the following detail to complete this application form:

• National Insurance Number
• Address information
• Referee information
• Full employment history including dates and any qualifications you may have attained
• Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have

You may require the following documents to complete this application form:

• A copy of your photo card driving licence
• A downloaded DVLA summary showing full driving record
• A copy of your paper driving licence counterpart (Northern Ireland only)
• A copy of your British Passport or birth certificate (if a candidate does not have a passport, then they may use their birth certificate, but will need to provide a copy of a British passport once they have obtained one.)
• Copies of your qualifications relating to English and Maths (only). If applying for the Degree Holder Police Constable Apprenticeship, you will need a copy of your Degree Certificate.
• Clear, colour photos of any non-intimate tattoos
• Formal translation from a reputable source for any foreign language or symbol tattoos
• Any paperwork relating to discharged debts, CCJ, bankruptcy etc
• Deed poll certificate for any name changes