Problem Analyst - DV Cleared


Premium Job From LA International Computer Consultants Ltd

Recruiter

LA International Computer Consultants Ltd

Listed on

31st May 2018

Location

Buckinghamshire

Salary/Rate

£300 - £500

Type

Contract

Start Date

June 2018

This job has now expired please search on the home page to find live IT Jobs.

Problem Analyst

We require a Problem Analyst to work as a member of the service support function who are jointly responsible and accountable for provision of 1st Line IT service

This role requires security clearance ideally. Candidates without a current clearance should make themselves aware of the clearance processes prior to applying.

Key Responsibilities:

Identify problems, working within the policy and process for Problem Management and RCA. Log known errors and associated workarounds.

Undertake 1st level problem resolution or error identification.

Raise problem records and assign to the appropriate technical teams for investigation/resolution.

Own problems through to resolution or error identification and manage change requests to clear errors or prevent the recurrence of problems.

Monitor progress on resolution of known errors.

Advise service desk and computer and network operation staff on the best available work around for incidents related to unresolved problems and known errors.

Identify trends and potential problem sources as candidates for RCA and keep a log of Problems that are being dealt with through the RCA process.

Assist in production of policy and process documentation for Problem Management and RCA.

To assist with the facilitation of RCA workshops using an industry standard framework for problem analysis, document the results and work with other areas of IT or the supplier base as appropriate to implement recommendations.

Produce Problem Management MIS (eg. status accounting and business impact) in a timely fashion;.

Assist with the maintenance of a plan of Problems awaiting resolution and co-ordinate this plan with the appropriate Change Management and Project Management personnel.

To liaise with Business Continuity Management, Incident Management (ie. The service desk) and CNOC to support and operate Crisis Management Processes.

Work co-operatively with and supervise the activities of third party suppliers and business partners to the benefit of both organisations.

Maintain awareness of industry developments and drive innovation in the areas of problem management.

Optimise effective and efficient use of the organisations assets.

Implementation and maintenance of security across all platforms in conjunction with other specialist functions.

Adherence to operational processes, scheduling and resource planning.

Prepare and contribute to business cases as required.

Knowledge:

Excellent analytical skills to ensure that underlying service trends are detected and managed.

Experience and knowledge of a broad range of IT systems and networks to enable facilitation of root cause analysis.

Knowledge of at least one technique for root cause analysis (RCA).

ITIL and other operational frameworks and methods - foundation level.

Excellent working knowledge of the Problem Management Process.

Knowledge of Crisis Management Team roles and responsibilities and processes.

Competencies, Skills and Abilities (D/E) Personal Attributes:

A proven track record in Problem Management in either the private or public sector (E).

Background in a variety of IT technology and process areas and good understanding of IT service provision (E).

Ability to work under crisis management conditions (D).

Ability to manage resources as part of a virtual team with the support of the individuals reporting manager (D).

Ability to influence across team boundaries (E).

Proven ability to be proactive and show initiative in proposing and implementing new processes and techniques (E).

Effective communication skills, both verbal and written, are required in dealing with staff, customers and 3rd parties at all levels and strong organisational skills are essential (E).

Ability to identify potential risks and balance their mitigation with business impact (D).

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. By applying for this job, you confirm that you have read and agree to our privacy policy which can be found on our website.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.

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