Incident & Problem Management Specialist

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

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.