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  » Posted on: 07-02-2019

Position or Job Title Problem Analyst
Company CV-Library Ltd
Recruiter Reference itjobspost/209472259
Position Location (City) Rochdale, Greater Manchester
County/Area Greater Manchester
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
An exciting opportunity is now available within Agilisys for a Problem Analyst within the Service Management Team. We are currently looking for a Problem Analyst located at one of our key offices based in Rochdale, ensuring effectiveness and efficiency of all Key ITIL Processes. You will also be providing governance, quality and continuous improvement to all Agilisys’s core Public and Private clients. You will be responsible for developing and providing a leading role across Agilisys core clients for Problem Management whilst ensuring the processes are updated and maintained as the single source of truth in relation to the standard operating model. You must be able to demonstrate an analytical approach and skill set to help deliver opportunities for continuous improvement. Responsibilities * Ensure and promote the (correct) use of the Problem Management process * Ensure the Problem Management Key Performance Indicators are met * Ensure that the Problem Management process operates effectively and efficiently * Ensure Problem Management is seen as the central and accepted point of contact for Problems * Be part of the team implementing Problem management and new ideas which may form part of a CSIP * Understand the problem management elements of Support works our SMT tool. * Develop trend reporting for both the Service Centre and clients of the Service Centre Investigating Problems, according to actual impact vs likelihood to recur, through to resolution or error control * Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures. * Work with Key Stakeholders where necessary on possible service improvement for clients. * Taking responsibility for the Knowledge Management solution within Support Works and our new global known error database. * Assist with the handling of major Incidents and identifying the root causes. Promote a Proactive Culture. Skills and Experience: It is essential that Candidates: * Desirable - ITIL Foundation Certificate in IT Service Management * Desirable - ITIL Practitioner Certificate in IT Service Management * Proven knowledge of ITIL service management processes and practices. * Proven experience of working in an IT environment * Have a good understanding of ITIL and be willing to become an expert in it * Keen to develop the role and provide a professional service to clients * Be analytical to problem solving * Be able to work on own initiative * Proven Customer Service skills and experience of dealing with and resolving difficult customer issues. * Excellent organisational skills and be used to working to deadlines in a demanding environment. * A positive attitude towards teamwork and contribute to the achievement of service desk goals. * Ability to work to tight timescales and under pressure. * Good understanding of ITIL processes and procedures and the important way in which they contribute to the service desk environment. What's in it for you? Agilisys is an employee owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK. We are one of the UK's most innovative IT services providers, delivering transformation through a suite of world-class citizen-centric technology products as well as centres of operational excellence around the UK. At Agilisys, we are passionate about people who are passionate about technology and digital disruption. We pride ourselves on our integrity towards our colleagues and our clients and strive to be the transformation and operating partner of choice to the public sector. We are collaborative in the way we work, and our agile and fast paced environment poses many opportunities for exposure to new technologies and ways of working. As an Employee Owned business, our people are our main asset, and everyone has a real say in the direction that the business is heading. In addition to salary, training and a wonderful office environment, we offer the following corporate benefits: * Pension Scheme * Health Insurance * Being an Employee Owner as part of the Employee Owned Trust, you can make a difference in the future of our organisation. * Life Assurance * Flexible working * Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme. Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership

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