Job summary
An exciting opportunity has arisen within the Incident and Problem Management team for role of Incident and Problem Management Analyst (full time, permanent) as part of the Digital, Data and Technology directorate.
We are looking for an enthusiastic, analytical, organised and proactive individual to help provide incident and problem management services in restoring IT services impacting customers of SCW. This will require liaising with colleagues within the Technical Operations, Service Desk, and Digital Portfolio teams including third party support providers.
You will require strong communication and report writing skills with a good understanding of IT or background of working within an IT related area.
Main duties of the job
- Take responsibility and delivery for the Incident and Problem Management processes.
- To review incident records for accuracy, chase and seek clarification on high priority Incidents to produce Incident reports and follow up any outstanding actions and deliver within SLA.
- To coordinate, track and review any outstanding actions specified within the incident reports to ensure they are followed up and completed.
- To assist with the management of incidents to ensure they are resolved promptly, within timescale and SLA.
- To work alongside both the Incident & Problem Manager/Incident Manager and deputising in covering high priority incidents when they are not available.
- Producing, updating, and sending out communication messages relating to high priority incidents and other problem/IT related issues.
- To help analyse data and identify potential trends that could lead to incidents or problems and work on specific IT projects as required.
- Facilitating & chairing the Problem Management review meetings.
- Co-ordinating activities to develop, implement, and support Continual Service Improvement plans.
- Producing, reviewing and implementing processes and procedures to ensure alignment with changing business requirements i.e. standard operating procedures and process documentation
About us
The postholder will be working as part of team of three and will be reporting directly to the Incident and Problem Manager. Due to the fast paced environment of Incident Management, cooperation, multi-tasking, team working and a strong work ethic with a keen eye for detail is paramount as there will be multiple incidents to deal with at any one time.
Job description
Job responsibilities
- Provide and receive complex information. The ability to articulate complex information into a form that can be understood at different levels where relevant.
- Plan workload that may involve several complex pieces of work that have parallel timelines.
Please refer to the job description and person specification for further details and information regarding this role.
Job description
Job responsibilities
- Provide and receive complex information. The ability to articulate complex information into a form that can be understood at different levels where relevant.
- Plan workload that may involve several complex pieces of work that have parallel timelines.
Please refer to the job description and person specification for further details and information regarding this role.
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Knowledge & Experience
Essential
- Educated to a Degree level or equivalent experience (3 years) in a relevant role
- ITIL Foundation Certificate
- Evidence of continuing professional development
- Good knowledge of IM&T systems and procedures acquired through a combination of specialist training and relevant study
- Understanding of Incident & IT Problem management
Desirable
- ITIL Intermediate Certificate
- Knowledge and experience of working within an IT support related background
- Knowledge of Primary Care and Clinical Commissioning environment
Skills & Capabilities
Essential
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working independently and on own initiative, with periodic supervision, but with access to support as and when required
- Excellent report writing skills and able to articulate complex information into a form that can be understood at different levels where relevant
- Able to work in a team with good interpersonal skills including tact and discretion
- Advanced level IT Skills including Excel, Word, PowerPoint
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Excellent verbal and telephone communication skills
- Able to retain objectivity and proper understanding of a problem or situation when placed under conditions of stress.
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion, and enthusiasm, with the ability to relate well with other members of the team
- Able to effectively and efficiently manage complaints/customer's service issues
- Flexible attitude to working
- Practical approach to problem solving, and an excellent ability to understand and resolve complex technical issues.
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Knowledge & Experience
Essential
- Educated to a Degree level or equivalent experience (3 years) in a relevant role
- ITIL Foundation Certificate
- Evidence of continuing professional development
- Good knowledge of IM&T systems and procedures acquired through a combination of specialist training and relevant study
- Understanding of Incident & IT Problem management
Desirable
- ITIL Intermediate Certificate
- Knowledge and experience of working within an IT support related background
- Knowledge of Primary Care and Clinical Commissioning environment
Skills & Capabilities
Essential
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working independently and on own initiative, with periodic supervision, but with access to support as and when required
- Excellent report writing skills and able to articulate complex information into a form that can be understood at different levels where relevant
- Able to work in a team with good interpersonal skills including tact and discretion
- Advanced level IT Skills including Excel, Word, PowerPoint
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Excellent verbal and telephone communication skills
- Able to retain objectivity and proper understanding of a problem or situation when placed under conditions of stress.
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion, and enthusiasm, with the ability to relate well with other members of the team
- Able to effectively and efficiently manage complaints/customer's service issues
- Flexible attitude to working
- Practical approach to problem solving, and an excellent ability to understand and resolve complex technical issues.
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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