Job Description
Junior Incident and Problem Management Analyst SC Cleared - £250/day via Umbrella - Hybrid (Gloucester) - 6-month contract - SCC Flex Contract
We're seeking an experienced Incident and Problem Management Analyst to support one of our key accounts, acting as the frontline point of contact for incident and problem activity. This role offers the opportunity to deliver high-impact service management across a complex environment, ensuring incidents and problems are handled efficiently, professionally, and in line with SLAs.
Your responsibilities as the Junior Incident and Problem Management Analyst:
* Act as the central point of contact for all Incident and Problem Records
* Monitor incidents to ensure Service Level Agreements are met
* Identify, initiate, schedule, and conduct incident reviews
* Ensure closure of all resolved and end-user confirmed incidents
* Provide guidance to Incident Process Coordinators
* Set up and chair incident bridge calls as required
* Work closely with SIAM, ITSM, DevOps, and business teams
* Deliver clear, timely communications to customers and internal teams
* Coordinate major/high-priority incidents and ensure correct escalation
* Analyse recurring problems/incidents and produce trend reports
* Attend customer meetings, contribute to projects, and support SLA reviews
* Own BAU delivery to required turnaround times and quality standards
* Identify process enhancement opportunities and support execution
* Manage the full Problem Management life cycle, including reviews, post-mortems, and escalation reporting
As a successful Junior Incident and Problem Management Analyst, you will have:
* Strong experience managing incidents and problems in enterprise environments
* Active SC clearance
* Hands-on exposure to ITSM and SIAM frameworks
* Working knowledge of Safe/Agile and DevOps methodologies
* Proven experience in SLA measurement, reporting, and major incident coordination
* Excellent interpersonal, communication, and stakeholder-management skills
* Strong organisational, planning, and leadership abilities
* Experience identifying and delivering process improvements
* Demonstrable capability in managing BAU service quality and turnaround times
If you're a proactive Incident and Problem Management Analyst ready to take ownership of service quality and drive continual improvement, we'd love to hear from you. Apply now to explore this Incident and Problem Management Analyst opportunity. Professional references required.
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