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Job Description
The role is hybrid office based in either Chippenham or Hartlepool.
The Problem and Capacity Analyst role is a varied and exciting role. The role is to ensure the day-to-day Problem and Capacity Management process activities are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with the supporting the delivery of a high performance and reliable IT capability worldwide.
Working within the Cyber, Service and Technology (CST) division and reporting to the Problem and Capacity Team Leader, the successful candidate will be responsible for providing Problem and Capacity Management to NEC and our customers. The Problem Management Team is responsible for minimising the adverse impact of Incidents and Problems on the business caused by errors within the IT Infrastructure and applications. This may be proactive or reactive. The successful candidate will show the ability to problem solve, have good written and verbal communication skills with the ability to be influential and persuasive and work collaboratively with business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000.
Responsibilities include:
- Following the documented Problem & Capacity Management process and any sub-processes.
- Ensure the Problem Management processes interface with all service management teams, such as Major Incident and Change Management.
- Support multiple contracts, providing Problem Management support and liaising directly with support teams.
- Create Problems & Known Errors in accordance with the Problem Management Process.
- Ensure all Problem Records are recorded, assessed, classified, prioritised, assigned and actioned appropriately.
- Providing proactive and reactive Incident analysis to identify new Problems.
- Identify Problems by using event log error analysis and other tools, providing evidence to engineers to identify root causes.
- Coordinate key staff using conference calls to form action plans to complete root cause analysis.
- Provide Incident trending throughout the lifecycle of a Problem.
- Update Knowledge Base with workarounds and known errors.
- Arrange and hold regular review meetings to discuss monthly reports and escalate any issues or bottlenecks within the process.
- Responsible for attending customer meeting as required for designated accounts.
- Identify and raise risks which could potentially impact the problem management process
- Review process documentation and any contract specific documentation.
Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.
Qualifications
Essential skills:
- Excellent interpersonal and communication skills.
- Self-motivated.
- Flexibility in approach.
- Ability to work under pressure.
- Excellent customer facing and influencing skills.
- Ability to make decisions and take ownership.
- Experience using service management logging tools.
- Excellent knowledge of MS Excel.
- Must be eligible for UK Security Clearance
Desirable skills:
- Previous experience in a Problem Management environment is advantageous.
- ITIL Foundation Accreditation is desirable.
- Experience of the ISO 20000 Service Management Standard would be a benefit.
- Technical background would be of benefit.
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
- All offers are subject to satisfactory vetting, references and occupational health checks.
- Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
