ITSM Problem Analyst

Company Description

Job Description

Brakes are recruiting for 2 ITSM Problem Analysts to join the IT Service Management team on a full time, permanent basis.

We are offering a remote base contract with working hours of Monday - Friday, 8.30am-5.30pm. Flexibility will be required for occasional team meetings and travel expenses will be reimbursed.

This role is paying between GBP28,000 - GBP32,000 DOE.

As the ITSM Problem Analyst, is it your responsibility to support the Problem management activities for all impacted Sysco GB stakeholders by focusing on end-to-end ITIL aligned problem management process.

As the ITSM Problem Analyst you are also responsible for the creation of problem records, as a result of major incidents. Ensuring the data is collated as quickly as possible and is factually correct. Working with 3rd party vendors and internal product owners to ensure RCAs are completed and factually correct within the shortest possible time.

This role works across all departments within STGB as part of "One Sysco GB", functions. This would cover all brands and trading entities, including but not limited to Brakes, Fresh Direct, KFF & Medina. Working with the Problem Manager, the post holder will focus on managing problems that arise as a result of major incidents and also proactive monitoring of open incident to spot trends.

Key Accountabilities and Responsibilities:

• Responsible for the prevention of recurring incidents by identifying the root cause and driving implementation of corrective actions.
• Follow-up on corrective actions and action tasks to ensure that all appropriate tasks are completed.
• Pro-actively identify operational issues and trends to raise proactive Problem records.
• Identify subject matter expert (SME's) and appropriate technology teams to be engaged during the problem investigations.
• Lead Problem Management investigations with the technical SME
• Documenting Known Errors and Knowledge Base documents to constantly drive forward improvement.
• Excellent communication skills with the ability to translate technical information into laymen terms.
• Deliver results of the problem investigation to stakeholders
• Excellent customer service skills

About you:

It is highly advantageous that the successful candidate has ITIL V3/ V4 foundation with proven experience of working in a previous ITIL Service Operation position with a focus on Problem Management. You must be confident in communicating with internal and external customers at all levels and maintain a high level of accuracy and attention to detail in your work. You will also take ownership of your own performance and be able to identify areas for improvement and development whilst working independently on complex issues. Having good technical and analytical skills and experience in Problem Coordination is key in this role.

What we offer:

• A competitive salary
• Pension scheme
• Generous holiday allowance of 25 days, with option to purchase additional holidays + bank holidays.
• Huge discounts on all sorts of lovely food and award-winning products through our staff shop
• Discounts on Cinema tickets, shopping and earn cashback on purchases through Sodexo.
• Recognition awards and Incentives
• Real career opportunities - being part of Sysco, the world's leading foodservice business, opens a world of possibility.

Qualifications

Additional Information

At Brakes everyone is welcome. We don't want you to 'fit our culture' we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don't just look at your CV, we're more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Brakes and we recognise that Brakes can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.