Incident & Problem Analyst

Yorkshire Building Society; Bradford; Hybrid; GBP 40,000 - 48,000; Full time

Benefits offered by this job

25 days holiday + BH

Bonus up to 15%

Pension up to 11%

Private medical insurance

Dental and healthcare plans

My Benefits portal

Job summary

Yorkshire Building Society in Bradford is seeking an Incident & Problem Analyst to join our IT Operations Team within Technology Services. You will provide professional analysis to support Major Incident & Problem Management, helping minimise risk and impact to the business.

Working in a hybrid model with home-based days and time in the Bradford office, you may occasionally work outside normal hours to cover incidents and updates.

Qualifications

• Understanding of ITIL and service management disciplines.
• Experience with IT service management tools (e.g., ServiceNow) and maintaining high-quality service records.
• Ability to demonstrate problem solving and analytical skills in a dynamic environment.
• Strong communication and analytical skills to translate data into meaningful findings.

Responsibilities

• Identify potential problems by reviewing support requests and performing trend analysis.
• Support the Incident & Problem Management strategy to align with best practices.
• Keep records up to date for Incidents & Problems; raise Changes as needed.
• Engage with stakeholders and specialists to ensure incidents and problems are managed effectively.
• Determine whether new incidents relate to known errors or existing problems.
• Coordinate with resolver groups to ensure timely root cause investigation and fixes.
• Provide 24/7 support to Major Incident Manager for out-of-hours incidents when required.
• Assist with major incident coordination, timelines, communications and post-incident reviews.
• Ensure Colleague Service Desk is aware of workarounds and update records accordingly.
• Monitor Known Errors and advise on workarounds for incidents.
• Support metrics and KPI reporting for Incident & Problem Management.

Skills

ITIL

Analytical skills

Problem solving

Communication

Teamwork

Tools

ServiceNow

Job description

We are excited to offer a superb opportunity for an Incident & Problem Analyst to join our IT Operations Team within Technology Services at our Bradford based office. You will provide professional and comprehensive analysis to support to the wider Major Incident & Problem Management processes resulting in minimised risk and impact to the business.

This is a hybrid role with working from home and time in our Bradford office. You may be also required to work outside of your normal hours on occasions.

About the role

As Incident & Problem Analyst, you will -

• Identify potential problems by constantly reviewing support requests and performing trend analysis
• Support the Incident & Problem Management strategy to ensure that Incident & Problem Management processes continue to support the business and align to best practices.
• Ensure records are kept up to date for Incidents & Problems and Changes are raised where appropriate for resolution activities
• Engage with stakeholders, partners and specialists to ensure Incident & Problems are correct and managed effectively and efficiently
• Determine whether new incidents are related to known errors or existing problem records and ensure the relationship exists in the Service Management application
• Engage with resolver groups to ensure timely root cause of investigation and fix implementation
• Provide 24/7 support to the Major Incident Manager for the management of out-of-hours major incidents, as required
• Support the coordination of Major Incidents, including creation of incident timelines, stakeholder communications, post-incident reviews and reporting activities
• Ensure that the Colleague Service Desk is fully aware of all workarounds in place for incidents by updating relevant records and communicating with Colleague Service Desk Analysts
• Monitor progress on the resolution of Known Errors and advising on available workarounds for incidents
• Support the production of defined metrics and key performance indicators and ensure that Incident & Problem Management reporting is of a high quality and delivered within agreed timelines
• Review problem data and confirm correct classifications, impact statement and prioritisation
• Ensure that root cause and trend analysis is carried out effectively to reduce the number of recurring incident
• Identify opportunities to improve Incident and Problem Management processes, controls and reporting, driving continual service improvement

About you

What will you bring to the role?

• An understanding of Service Management principles and disciplines, based on ITIL best practice
• Preferred experience of working with IT Service Management tools (e.g. ServiceNow) and maintaining high-quality service records
• Ability to demonstrate problem solving and analytical skills within a dynamic business environment
• Strong communicator with an analytical approach able to translate data into meaningful findings
• Work as a team with minimal supervision and prioritise own work effectively
• Work with internal support teams and 3rd party service providers to improve service

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.

Development.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Want more information?

If you have any questions about this role, please email [e-mail]