Problem Analyst

Are you ready to chart your own career path?

With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success. This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance:

• Location: Cirencester Office
• Workplace Type: Hybrid
• Employment Type: Permanent
• Seniority: Mid-Senior Level

About the role:

The Service Management and Controls department plays a critical role in ensuring the smooth, resilient and customer-focused delivery of all Technology services across SJP. Bringing together expertise in service support, transition, risk, controls, change management and disaster recovery, the team safeguards service quality, drives continual improvement, and enables colleagues and partners to work efficiently and confidently. Joining this department means contributing to a high-performing function that underpins the reliability, stability and continual evolution of our technology landscape.

Reporting to the Head of Service Management and Controls, the primary objective for this role is managing the lifecycle of all problems recorded for the services, systems or infrastructure, working with Value Stream Leaders, Business Owners, Service Owners and Technology teams towards highly reliable services contributing to a high quality service. This role will also be responsible for the accumulation of RCAs and associated reporting, including compilation of the Corrective Action Reviews (CAR) and attending and chairing CAR meetings.

What you’ll be doing:

• Overseeing the entire lifecycle of problems, ensuring they are identified, analyzed, and resolved effectively.
• Proactively working with Platform, Product, and Business owners and Value Stream leaders, in particular, embedding the role within value streams to ensure improvement in client, partner and employee sentiment.
• Conducting thorough investigations to identify the underlying causes of recurring incidents, utilizing data analysis and collaboration with technical teams.
• Effectively managing and communicating known Errors, ensuring that supporting work-arounds are documented as knowledge and communicated to all relevant support channels.
• Providing guidance on drafting of RCA’s and CAR reports to ensure they are clear, easy to understand and have associated action plans.
• Ensuring effective follow-up on RCA reports to ensure that Identified actions are recorded as problems where appropriate and managed via the problem process to prevent recurrence. Ensuring that the root causes of complex issues are analysed and escalated to the resolving teams to ensure timely resolution.
• Overseeing and managing of actions from RCA’s and CAR’s to ensure agreed actions are completed.
• Attending the Technology Change Approval Board (CAB) meetings in relation to changes and releases set to resolve problems and KE’s and ensure that projects and changes are implemented with consideration to the on-going support requirements of faults and KEs.
• Working closely with incident management, Technology Change Management, and other IT teams to gather information for analysis.
• Working with Value Stream Leaders, Business Owners, Service Owners and Technology teams relevant teams to develop and implement permanent solutions to address identified root causes, including deploying software patches and updating configurations.
• Keeping stakeholders informed about the status of problems and resolutions, ensuring transparency throughout the process.
• Monitoring the effectiveness of implemented solutions and seek ways to improve problem management processes to reduce future incidents.