Incident and Problem Analyst - 12 Month FTC

Hargreaves Lansdown Asset Management Limited; Bristol; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading investment platform in Bristol seeks an Incident and Problem Analyst to manage incident resolution and improve processes. The role involves coordinating IT responses, collaborating with teams, and monitoring incident trends. Candidates should have strong analytical skills, be self-motivated, and possess stakeholder management experience. This is a 12-month fixed-term contract with flexible working options and a range of employee benefits, promoting a supportive and inclusive workplace.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Flexible working options

Enhanced parental leave

Pension scheme up to 11% employer contribution

Private medical insurance

Gym memberships and wellness apps

Paid volunteering days

Qualifications

• Solid analytical and lateral thinking skills.
• Ability to work under pressure with tight deadlines.
• Experience liaising with all levels of stakeholders.

Responsibilities

• Coordinate the technical response to incidents and problems.
• Manage the incident backlog and ensure timely resolution.
• Generate reports on incident trends for stakeholders.

Skills

Analytical skills

Self-motivated

Resilience

Stakeholder management

ITIL understanding

Job description

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

About the role

As an Incident and Problem Analyst at HL, you will be responsible for coordinating the technical response and facilitate the resolution of incidents and problems within agreed SLAs. The Incident & Problem Analyst has visibility of all incidents and problems across multiple technical disciplines and will focus on ensuring critical services are operational. You will work closely with IT teams, stakeholders, and users to ensure efficient resolution of incident and problem records in line with the Incident and Problem Management Processes.

What you'll be doing

• Management of the incident backlog, ensuring incidents are resolved within agreed SLAs.
• Analyse incident data to identify trends and opportunities for improvement.
• Ensure the quality of incident data meets specified requirements.
• Point of contact for functional & hierarchical escalations.
• Support the Incident Manager during major incidents by providing business updates, performing major incident reviews and completing incident reports.
• Work with the Problem Management team investigating root causes of incidents and providing workarounds and permanent solutions.
• Work with the Change Management team to implement changes needed to resolve incidents and minimizing incidents caused by change.
• Collaborate with relevant IT teams to devise and implement effective solutions to address identified problems.
• Monitor the effectiveness of implemented solutions to prevent further occurrences of incidents.
• Generate regular reports on incident and problem trends, highlighting areas for improvement, and present to stakeholders during review meetings.
• Work closely with IT support teams, Service Desk personnel, and other stakeholders to ensure effective communication and collaboration.

About you

• Demonstrate a solid analytical and lateral thinking skills.
• Self-motivated and persistent with a desire to learn new skills and ways of working.
• Able to work under pressure under tight time scales.
• Ability to work, and be resilient, in a fast paced and changeable environment.
• Experience of working in a commercial organisation and liaising with all levels of stakeholder. Additional experience of working in a regulated and listed environment will be supportive to your success in this role.
• Understanding of ITIL (ITIL foundation is desirable)

Interview process

This will be a one stage interview process, consisting of competency and behavioural based questions.

Working Schedule

The role is based in our Bristol head office, BS1 5HL. This role is a 12 month fixed term contract, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.