Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
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Job Description
The role is hybrid office based in either Chippenham or Hartlepool.
The Problem and Capacity Analyst role is varied and exciting. It ensures the delivery of day-to-day Problem and Capacity Management activities to meet business needs. The role involves working closely with internal and external stakeholders to support high-performance and reliable IT capabilities worldwide.
Within the Cyber, Service and Technology (CST) division and reporting to the Problem and Capacity Team Leader, the successful candidate will provide Problem and Capacity Management for NEC and its customers. The team focuses on minimizing the impact of incidents and problems caused by errors in IT infrastructure and applications, proactive or reactive. The candidate should demonstrate problem-solving skills, strong communication, and the ability to work collaboratively, with a focus on delivering services aligned with the ITIL framework and maintaining ISO20000 compliance.
Responsibilities include:
1. Following the documented Problem & Capacity Management process and sub-processes.
2. Ensuring interface of Problem Management with other service management teams.
3. Supporting multiple contracts and liaising with support teams.
4. Creating Problems & Known Errors as per the process.
5. Recording, assessing, classifying, prioritizing, and acting on Problem Records.
6. Providing proactive and reactive incident analysis to identify new Problems.
7. Using event log error analysis and tools to identify root causes.
8. Coordinating with staff via conference calls for root cause analysis.
9. Providing incident trending throughout the lifecycle of a Problem.
10. Updating Knowledge Base with workarounds and known errors.
11. Holding review meetings to discuss reports and escalate issues.
12. Attending customer meetings as needed.
13. Identifying and raising risks impacting the process.
14. Reviewing process and contract documentation.
Travel may be required to customer locations and NEC offices.
Qualifications
Essential skills:
* Excellent interpersonal and communication skills.
* Self-motivated and flexible.
* Ability to work under pressure.
* Customer-facing and influencing skills.
* Decision-making and ownership skills.
* Experience with service management tools.
* Proficiency in MS Excel.
* Eligibility for UK Security Clearance.
Desirable skills:
* Experience in Problem Management.
* ITIL Foundation Accreditation.
* Knowledge of ISO 20000.
* Technical background.
Additional Information
We offer excellent benefits, including a competitive pension scheme, private medical cover, holiday options, life assurance, pension contributions, flexible benefits, and access to LinkedIn Learning.
Other Information
* Must have right to work and travel within the UK; evidence required.
* Offers subject to vetting, references, and health checks.
* DBS check may be required.
NEC Software Solutions is committed to diversity and inclusion. Please inform us of any accessibility needs during recruitment.
Who We Are:
Part of NEC Corporation, our software supports emergency services, healthcare, transportation, and more. Join us to help make a difference worldwide.
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