Problem Analyst

Salary: £37,000 - 41,000 per year

Requirements:

• Proven experience within Problem Management, Service Management, or Service Integration environments
• Strong understanding of ITIL and IT Service Management principles
• Experience conducting and facilitating Root Cause Analysis investigations
• Knowledge of Incident Management, Change Management, Service Level Management, and Supplier Management processes
• Experience working within complex multi-supplier environments
• Strong analytical and reporting skills, with the ability to identify trends and drive service improvements
• Excellent communication and stakeholder management skills
• Experience using ServiceNow or other ITSM platforms is advantageous
• SIAM (Service Integration and Management) experience is highly desirable
• Must be eligible to obtain Security Check (SC) clearance and have resided continuously in the United Kingdom for the last 5 years, along with meeting other clearance criteria
• Must be a Sole British National
• Must be able to attend onsite in Manchester 3 days per week

Responsibilities:

• Own and manage the end-to-end Problem Management process
• Coordinate suppliers and support teams to investigate major and recurring service issues
• Drive Root Cause Analysis (RCA) activities and ensure permanent resolutions are implemented
• Monitor incident and problem trends to identify risks, recurring issues, and opportunities for service improvement
• Chair problem review meetings and facilitate collaboration across multiple service providers
• Produce reporting, trend analysis, and management information to support operational and strategic decision-making
• Drive continual service improvement initiatives and ensure corrective and preventative actions are delivered
• Build effective relationships with suppliers, technical teams, customers, and senior stakeholders

Technologies:

• Incident Management
• Support
• ITIL
• ITSM
• Security
• ServiceNow

More:

We are a leading consultancy seeking a Problem Analyst to join a large-scale service integration environment, with a start date as soon as possible. You will be part of our Service Management team, working alongside technical teams, suppliers, and key stakeholders, with opportunities to develop yourself and the wider service. We offer a hybrid working model requiring three days per week onsite in Manchester.

last updated 39 week of 2026