Senior Problem Analyst / Manager The world’s leading provider of express business-to-business delivery services. Provides on-demand, time-definite and day-certain delivery of documents, parcels and freight. The Service Planning and Control department provides a variety of services including Service Management Governance and development, Enterprise System Management, Security User Provisioning and operational processes encompassed within ITIL Service Support. An exciting opportunity has arisen within the Problem Management Team for a self motivated Problem Analyst Reporting directly to the Problem and Availability Manager. Roles & Responsibilities The role provides daily support within the Problem Management team and includes the proactive identification, tracking and planning of problems and owning/driving the Problem processes. In addition, the role also includes working closely with global teams, in support of One, ensuring best practice Problem Management processes are deployed and adhered to. Skills Required · Proven experience as a Problem Analyst / Manager within an ITIL environment · Minimum ITIL Foundation certificate as a minimum, Problem Management Practitioner or ITIL V3 Capability in Operational Support and Analysis preferable · Demonstrable drive and ownership of Service Improvement Plans with clear business benefits evidenced · Excellent interpersonal skills with the ability to develop strong working relationships at all levels · Ability to organise and prioritise work in an effective manner · Proven knowledge of IT infrastructure environment with the ability to identify and distinguish between hardware, software, network and server issues · Ideally proficient in using Service-Now software and all operational processes within it · Excellent data analysis skills · Excellent written and verbal communication skills · Strong persuasion, influencing and facilitation skills · Proven ability to chair meetings, document and coordinate recovery actions to agreed deadlines · Demonstrates tenacity and takes a methodical and systematic approach to work · Good analytical skills and an ability to define the precise nature of a problem · Is a creative and analytical thinker to assist in the development of Problem Management deliverables The Problem Management Team are Responsible for: · Establishment and policing of divisional standards and policies · Ensures day-to-day running and management of the operational processes · Proactively manages problems and provides ongoing assessment, review and refinement of the process · Service-Now Data Governance, ensuring Data Quality and consistency is adhered to · Supports the global rollout of Service-Now and associated service management processes · Identifies and initiates process improvement activity as necessary · Drives root cause identification and eradication of key issues in conjunction with the relevant support teams · Identifies and eradicates trends and exceptions to reduce call incident volumes · Coordinates activities around repeat issues to determine root cause · Records, tracks and publishes business service metrics