Incident & Problem Analyst — Hybrid, Major Incident Support

Jobtrain; Bradford; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Holiday 25 days + BH

Bonus up to 15%

Pension 11%

Private medical insurance

My Benefits portal

Job summary

YBS is seeking an Incident & Problem Analyst to join the IT Operations Team in Bradford. The role is hybrid, with home-based work and time in the Bradford office.

You will support Major Incident & Problem Management and contribute to reducing business risk and impact through trend analysis and robust problem management practices. Key responsibilities include identifying problems, maintaining records, coordinating incidents, and delivering high-quality reporting.

Qualifications

• Experience with ITIL-based service delivery and problem management.
• Ability to demonstrate analytical thinking and problem solving in a dynamic environment.
• Strong communication skills to translate data into actionable insights.
• Ability to work with internal teams and external partners to drive improvements.

Responsibilities

• Identify potential problems by reviewing support requests and trend analysis.
• Support Incident & Problem Management strategy to align with best practices.
• Keep records up to date; raise changes when needed for resolution activities.
• Engage with stakeholders to ensure incidents and problems are managed effectively.
• Determine whether new incidents relate to known errors and link to existing records in the CMDB/Service Management app.
• Work with resolver groups to drive timely root cause and fixes; provide 24/7 support for major incidents as needed.
• Coordinate Major Incidents, create timelines, communicate with stakeholders, and conduct post-incident reviews.
• Ensure service desk awareness of workarounds and update records accordingly.
• Monitor Known Errors, advise on workarounds, and contribute to KPI reporting.

Skills

ITIL

ServiceNow

Data analysis

Stakeholder comms

Root cause analysis

Teamwork

Tools

ServiceNow

ITSM tools

Job description

YBS is seeking an Incident & Problem Analyst to join the IT Operations Team in Bradford. The role is hybrid, with home-based work and time in the Bradford office.

You will support Major Incident & Problem Management and contribute to reducing business risk and impact through trend analysis and robust problem management practices. Key responsibilities include identifying problems, maintaining records, coordinating incidents, and delivering high-quality reporting.