We are looking for a Problem Analyst to join our Bradford based Technology Operations team (with working from home capability). Our people are our heart and soul here at YBS, and we’re passionate about our future! You’ll provide a professional comprehensive analysis and support service to YBS IT Problem Management policy, practices and procedures. You will resolve the root cause of recurring incidents and minimize the adverse impact of incidents and problems on the business.
About the role
As Problem Analyst, you’ll identify potential problems by constantly reviewing support requests and performing trend analysis, problem data and confirming correct classifications, impact statement and prioritisation. You will -
Ensure records are kept up to date and changes are raised where appropriate for problem resolution
Support the Problem Mangers with regular business partner and specialist reviews to ensure problems are correctly prioritised for resolution
Determine whether new incidents are related to known errors or existing problem records and ensure the relationship exists in the Service Management application
Support the Problem Managers to identify the root cause of incidents, initiate actions to improve or correct the situation and ensure that actions are carried out
Ensure that the Service Desk is fully aware of all workarounds in place for incidents by updating relevant records and communicating with Service Desk Analysts
You’ll have a broad understanding of Service Management principles and disciplines, based on ITIL best practice and in-depth knowledge of ITIL problem management methodologies. With strong negotiation and influencing skills, you will be able to demonstrate -
Problem solving and analytical skills within a dynamic business environment
Communicate, influence and negotiate in a professional environment, to a wide-ranging audience plus ability to translate the language of customers into useful technical information and vice versa
Work as a team with minimal supervision and prioritise own work effectively
Work with internal support teams and 3rd party service providers to resolve issues, and deliver a continuously improving service proposition to customers
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
Bonus. We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.
Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Mike Peel on firstname.lastname@example.org
Please note applications are reviewed frequently therefore this role may close prior to the advertised closing date