Incident & Problem Analyst

Responsible for ensuring that processes are adhered to in respect of all incidents and problems from the point of classification to resolution including prioritisation and initiation of action, documentation of root causes and implementation of resolutions. Production of management information to underpin the incident and problem management processes. What will you be doing?

• Analyse incident data to identify trends and potential areas for further investigation; initiating investigations where required. Manage other requests for information and new investigations when received or escalated to the Problem Management Team.
• Assign all problems with the correct priority to enable investigations to take place based on business impact and criticality.
• Drive root cause analysis and problem resolution through effective collaboration with the relevant subject matter experts and ITIL functions. Monitoring the implementation of agreed resolutions in liaison with the Service Desk, Configuration Management, Change and Asset Management functions ensuring that the problem has been resolved.
• Communicate existing investigations; available workarounds for unresolved problems/known errors; closure details to the appropriate audience.
• Confirm that existing problems and known errors in systems and services being brought into production are understood and managed in the same way as those arising from operational incidents.
• Build peer-to-peer relationships across ITSS and with Suppliers ensuring day to day issues are effectively communicated and escalated were appropriate.
• Develop and produce management information to communicate volumes of high severity incidents, problem trends, results and performance against service levels.
• Contribute at regular meetings to discuss outstanding issues, problem records and prioritisation.
• Support Managers across GBS with Incident Reviews/Problem Reviews/Service Reviews as required.
  
  Foundation Certificate in IT Service Management
• Excellent data analysis skills
• Good written and verbal communication skills
• Ability to take ownership and solve problems independently
• Good organisational and prioritisation skills.
• Capable of absorbing data from various sources and making accurate judgment based decisions.
• Skilled in the use of incident and problem management tools for the recording, progressing and reporting of incidents
• Knowledge of Service Management disciplines within the IT arena
• Proficient in Problem Management and the use of appropriate tools
• Good team worker with the ability to influence Senior Managers.
Desirable
• Practitioner Certificate in IT Service Management: Problem Management
• Proficient in Time Management Techniques
  
  The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.
As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant., We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions. At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment.

Band & Salary: Band 5, £24,000 - £28,000 depending on experience.We’re an organisation where people matter. We matter to millions. We offer excellent benefits, including: Generous annual leave (28 days plus statutory days), with the option to buy/sell days. Defined benefit pension scheme. 75% subsidy on rail and underground season tickets. Up to 75% off leisure travel for you and your family (subject to terms and conditions) ️ Interest-free travel loan for train and car park season tickets. Discounts at stations with your Network Rail pass. Flexible/hybrid working arrangements. ️ Volunteer leave to make a positive impact. Healthcare Scheme, GymPass discounts, Cycle to work plus more. We offer generous maternity, paternity, and adoption leave to support our employees during significant life momentsWe are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row. Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.