Problem Analyst

Adecco Portugal; Lancashire; Ibrido; GBP 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

A leading consultancy in the UK is recruiting a Problem Analyst in a large-scale service integration environment. Hybrid work in Manchester with 3 onsite days per week; SC clearance eligibility and Sole British National required.

You will own end-to-end Problem Management, coordinate suppliers, drive RCA, monitor trends, chair reviews, and provide reporting to support decisions. You will work with ITIL/ITSM processes, ServiceNow or other ITSM tools, and contribute to continual service

Competenze

• Proven experience in Problem/Service Management or SI environments.
• Strong ITIL/ITSM knowledge and RCA investigations experience.
• Experience with Incident/Change/SLM and Supplier Management.
• Experience in complex multi-supplier environments and stakeholder engagement.
• Strong analytical and reporting skills to identify trends and drive improvements.
• Excellent communication and stakeholder management abilities.
• Experience with SIAM is highly desirable.

Mansioni

• Own and manage the end-to-end Problem Management process.
• Coordinate suppliers and support teams to investigate major/recurring issues.
• Drive Root Cause Analysis (RCA) and implement permanent resolutions.
• Monitor incident and problem trends to identify risks and improvement opportunities.
• Chair problem review meetings and foster collaboration across providers.
• Produce reporting, trend analysis and management information for decisions.
• Drive continual service improvement and ensure corrective actions are delivered.

Conoscenze

Problem Management

ITIL & ITSM

RCA investigations

Multi-supplier environments

Stakeholder management

ServiceNow / ITSM

SIAM

Strumenti

ServiceNow

Descrizione del lavoro

Problem Analyst

A leading consultancy is seeking a Problem Analyst to join a large-scale service integration environment. Starting ASAP, this role requires candidates to be eligible for SC Clearance, be a Sole British National, and work on a hybrid basis with 3 days per week onsite in Manchester. The successful candidate will play a key role in reducing recurring service issues, driving root cause analysis, and improving service stability across a complex multi-supplier environment.

Your Role

As an integral part of the Service Management team, you'll have fantastic opportunities to develop both yourself and the wider service whilst working alongside technical teams, suppliers, and key stakeholders. As part of the team, you'll be empowered to:

• Own and manage the end-to-end Problem Management process.
• Coordinate suppliers and support teams to investigate major and recurring service issues.
• Drive Root Cause Analysis (RCA) activities and ensure permanent resolutions are implemented.
• Monitor incident and problem trends to identify risks, recurring issues, and opportunities for service improvement.
• Chair problem review meetings and facilitate collaboration across multiple service providers.
• Produce reporting, trend analysis, and management information to support operational and strategic decision‑making.
• Drive continual service improvement initiatives and ensure corrective and preventative actions are delivered.
• Build effective relationships with suppliers, technical teams, customers, and senior stakeholders.

Your Skills and Experience

• Proven experience within Problem Management, Service Management, or Service Integration environments.
• Strong understanding of ITIL and IT Service Management principles.
• Experience conducting and facilitating Root Cause Analysis investigations.
• Knowledge of Incident Management, Change Management, Service Level Management, and Supplier Management processes.
• Experience working within complex multi-supplier environments.
• Strong analytical and reporting skills with the ability to identify trends and drive service improvements.
• Excellent communication and stakeholder management skills.
• Experience using ServiceNow or other ITSM platforms would be advantageous.
• SIAM (Service Integration and Management) experience would be highly desirable.

Your Security Clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Due to the nature of the work, this opportunity is restricted to Sole British Nationals.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility, including country of residence and nationality.

This role follows a hybrid working model and requires attendance onsite in Manchester 3 days per week.