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Problem Analyst
Problem Analyst – Service Management and Controls
Are you ready to chart your own career path? We’re transforming our business to be more scalable and efficient, unlocking capabilities for future success through investments in technology, streamlined workflows, and an environment where colleagues feel engaged, empowered, and accountable. Join us in driving a high-performing, customer-focused IT landscape where innovation thrives.
📍 Role Overview
Location: Circular Quay, Cirencester Office Workplace: Hybrid Employment Type: Permanent Seniority: Mid-Senior Level ** Reporting To:** Head of Service Management and Controls
About this Role
The Service Management and Controls department is pivotal in ensuring smooth, resilient, and customer-focused delivery of all Technology services across SJP. By combining expertise in service support, transition, risk, controls, change management, and disaster recovery, the team safeguards service quality, drives continual improvement, and enables colleagues to operate efficiently.
As a Problem Analyst, you’ll manage the lifecycle of recorded problems for services, systems, or infrastructure, collaborating with Value Stream Leaders, Business Owners, Service Owners, and Technology teams to enhance service reliability and quality.
Key Objectives
- Investigate and resolve recurring incidents to drive long-term stable services.
- Compile Root Cause Analyses (RCAs) and Corrective Action Reviews (CARs), and ensure comprehensive recommendations and action plans.
- Chair CAR meetings to align on correction strategies.
👉 Key Responsibilities
Overseeing every stage of problem lifecycle from identification to resolution with precision:
- Service Stability: Manage the entire lifecycle of problems, ensuring timely identification, analysis, and resolution to maintain fault-free operations.
- Collaborate with Stakeholders: Work with Platform, Product, and Business Owners, embedding within value streams to improve client, partner, and internal teammate experiences.
- Investigate & Analyze: Conduct thorough technical and data-driven root cause investigations to pinpoint underlying causes of recurring incidents.
- Known Error & Workarounds: Effectively manage known errors, document supporting workarounds, and communicate across all support channels.
- RCA & CAR Processes: Provide guidance on drafting RCAs and CAR reports to ensure actionable insights with clear, characterised problem isolation and resolution pathways.
- Monitor RCAs: Follow up on RCA outcomes, escalating unresolved issues for permanent fixes and preventing recurrence via risk management procedures.
- Action Ownership: Track completion of all recommended actions from RCA and CAR reports.
- CAB Participation: Attend Technology Change Approval Board (CAB) meetings for high-impact changes and releases ensuring align with support requirements.
- Technology Integration: Work closely with Incident Management, Change Management, and IT Teams to compile analytical inputs.
- Stakeholder Resolution: Partner with Value Stream Leaders, Business Owners, Service Owners, and Technology Teams to implement permanent solutions (e.g., software updates, configuration adjustments).
- Transparent Communication: Keep stakeholders informed on problem status, resolution progress, and impact.
- Process Optimization: Continuously monitor solution effectiveness and propose improvements to reduce future incidents.
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🔝 Requirements
Essential Criteria
- IT Service Management (ITSM) Expertise: Proven experience in ITIL frameworks, particularly Problem Management (proactive and reactive).
- Analytical Depth: Skilled in identifying trends, diagnosing root causes, and supporting problem-resolution strategies.
- Live Operations Experience: Hands-on experience handling incidents and problems in dynamic systems, with successful remediation records to prevent recurring disruptions.
- Clear Communication: Ability to articulate complex technical findings to technical and non-technical stakeholders with clarity.
- Organizational Rigor: Adept at managing multi-priority issues, maintaining meticulous records, and applying strict attention to detail.
- Resilience Under Pressure: Proven ability to operate in fast-paced environments, manage competing priorities, and assist with escalations during incidents.
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Desirable Criteria
- Full ITSM Suite Knowledge: Understanding of intersecting incident, change, and release management processes.
- Data-Driven Culture: Exposure to advanced reporting and trend analysis for identifying issues and improvement opportunities.
- Regulated Environment Awareness: Exposure to financial sector governance frameworks (e.g., FCA compliance) and associated risk management protocols.
💡 What’s in it for You?
Competitive total rewards package:
- Performance Bonus Scheme (annual, discretionary).
- Generous Leave: 28 days per year + bank holidays, with an optional extra 5 days purchase.
- Online Rewards Platform offering exclusive perks and discounts for professional and personal life.
Supportive Benefits
- Year of Parenthood: 26 weeks’ full parental leave.
- Health Cover: Optional private medical insurance coverage.
- Fair Pension Scheme: 10% non-contributory pensions increasing with tenure.
VP of Inclusion & Accessibility:
We are an equal opportunities employer committed to fostering an accessible and inclusive recruitment process. Need reasonable adjustments at any stage? Email careers@sjp.co.uk and let us know.
We encourage all applicants (especially from underrepresented backgrounds) to apply even if perspectives do not fully align with the luxury criteria. Transferable experience often matters just as much.
🚀 What’s Next?
Ready to drive impact as the next Problem Analyst?
Apply now—we’ll arrange a conversation to explore a match built on your excellence.
Important Note
We are FCA-regulated, so prior to interviews, kindly familiarise yourself on consumer duty obligations.
Our doors are open—your journey begins here.
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