Join us at Barclays as a Global Incident and Problem Governance Analyst within Group Technology Service Management (GTSM), where you will play a key role in strengthening operational resilience through robust governance and risk oversight. This role focuses on designing, embedding, and continuously improving controls across incident and problem processes. You will measure business unit performance against governance standards, identify control gaps, and drive accountability through data-led insights and reporting.
As part of a globally distributed team, you will contribute to enhancing ServiceNow workflows and reporting capabilities—ensuring the platform supports governance, audit readiness, and service improvement. This high-impact role offers the opportunity to shape enterprise practices and influence senior stakeholders across the technology organization.
To be successful in this role, you should have:
* Hands-on experience with ServiceNow, especially in Incident and Problem Management modules.
* Experience in root cause analysis, trend identification, or data-driven decision-making.
* Effective communication and presentation skills.
Additional skills include:
* Time management
* Attention to detail
You may be assessed on key skills such as risk and controls, communication, stakeholder interaction, and technical expertise.
Location
This role is based in our office in Knutsford.
Purpose of the role
Collaborate with technology teams to optimize and improve IT service management processes involved in delivering and supporting technology services to meet the bank's needs.
Accountabilities
1. Develop, implement, and maintain IT service processes, activities, and staff aligned with the bank's objectives, industry standards, and best practices.
2. Communicate process changes and improvements to stakeholders, ensuring buy-in and adherence, supported by reports and performance metrics.
3. Create KPIs and analyze data to enhance process effectiveness and identify improvement areas.
4. Assess the bank's needs and the technology team's capabilities to provide efficient service delivery aligned with goals and regulations.
5. Document IT service management processes to ensure consistency and repeatability.
6. Provide training on new or revised processes and best practices.
7. Identify and manage risks and control issues related to Technology Standards and processes.
Analyst Expectations
1. Perform activities timely and to high standards, driving continuous improvement.
2. Possess in-depth technical knowledge and experience in their area of expertise.
3. Understand principles within their expertise.
4. Lead and support team development, resource allocation, and coordination.
5. Demonstrate leadership behaviors: Listen, Energize, Align, Develop.
6. Develop technical expertise and act as an advisor.
7. Impact related teams, partner across functions, and take responsibility for operational results.
8. Escalate policy breaches, embed new policies, and influence decision-making.
9. Manage risks, controls, and ensure compliance with rules and regulations.
10. Understand how their sub-function contributes to organizational objectives.
11. Make evaluative judgments, resolve problems, and communicate effectively.
12. Build networks and act as a stakeholder contact outside the immediate team.
All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and embody the Barclays Mindset: Empower, Challenge, and Drive.
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