***SC CLEARED***
Incident and Problem Management Analyst – 6 month contract initially + extensions. Hybrid base: 1 day onsite per week in Warrington. Rate: £250-£300 per day (Umbrella company).
Overview
We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. The role is a Incident and Problem Management Analyst.
Key Responsibilities
* Act as a point of contact for all Incident and Problem records.
* Monitor incidents to ensure that Service Level Agreements are respected.
* Identify, initiate, schedule, and conduct incident reviews.
* Ensure closure of all resolved and end‑user confirmed Incident records.
* Provide guidance to Incident Process Coordinators.
* Set and chair bridge calls on Incidents, as per process.
* Possess working knowledge of other ITSM and SIAM processes.
* Coordinate with other SIAM, ITSM, and Business teams.
* Apply Safe and Agile DevOps methodology.
* Deliver and manage high‑standard communications across Customers and IT to ensure issues are dealt with by priority and customer needs.
* Co‑ordinate with Service Desk and other teams for identification, management, and escalation of Major/High Incidents.
* Produce trend analysis of recurring Problems/Incidents.
* Use SLA measurement, reporting, and Major Incident Management knowledge.
* Own delivery to meet BAU deliverables with required turnaround time and quality.
* Identify process enhancement opportunities, prepare solutions, obtain customer sign‑off, and execute projects.
* Manage Problems, ensuring diagnosis, logging, and escalation to appropriate quality standards; coordinate communication.
* Call and chair Problem Review meetings; issue written Post‑mortem reports to IT management.
* Hold regular meetings with IT support groups to review recurring Problems and produce escalation reports.
Key Skills & Experience
1. Must be ITIL certified or demonstrate strong knowledge – Essential.
2. Responsible to meet Process SLAs and KPIs – Essential.
3. Excellent soft skills, verbal and written communication – Essential.
4. Ability to participate and lead, when needed, project meetings with the customer – Essential.
5. Demonstrable customer management/service skills/proactivity.
6. Experience working within a busy first‑level service desk environment in Incident and Problem management role.
7. Very good understanding and awareness of the ITIL Incident management process and procedures.
8. Sound technical knowledge across ITSM tools, applications including MS Office, Teams, etc.
9. Decision maker with an operational viewpoint.
10. Available to support on‑call outside of business hours.
11. Work with onsite & Offshore team.
Additional Information
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Successful applicants will be required to be security cleared prior to appointment, which can take up to a minimum of 10 weeks.
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy operating globally from the largest single site in the UK. It welcomes applications from all sections of the community and from people with diverse experience and backgrounds.
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