Problem Analyst

Northgate Public Services ,
Hartlepool, Durham
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Job Description

Company Description Here at NPS we have a simple set of values that sets out who we are as a company. We are: Intelligent - we make the right choices Involved - our enthusiasm creates energy Innovative - we always ask what's next Our business is all about making lives safer, healthier, better managed and mobile Our software underpins critical police, health, housing and local government services, ensuring delivery of the right data at the right time to protect and improve people's lives. We're as committed to the positive social outcomes of our customers' services as they are, which means we put people first. In the interfaces and systems we design, and the software support and development service we provide. Our story Across the world, billions of people every day rely on the services and benefits provided by their police, health services, housing and local government. Their home, welfare, wellbeing and security often depend on them. We create and manage the software that connects people with these services. We design smart interfaces and data processes to ensure services are easy to use, always on, relevant, accurate and trusted. Using internet, mobile and AI technology, we are designing new tools that maximise the positive experience people have of critical services, and helping to make sure they are safer, healthier, better managed, and able to organise their life on the go. Working closely with our customers - the service providers - we define people's needs today and in the future - and work intelligently to continuously improve our software products and data management. Our software underpins the performance of our customers as they serve their customers. Our constant focus is making sure our software is stable, efficient, cost efficient and secure. We're proud of the role we play, improving people's lives through dependable critical services. With a growing number of customers globally, we're going to make a difference to millions of people more. Based in the UK but working around the world, our 2,000 employees help improve the services that matter most. We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide - this brings in new opportunities without limits for growth and innovation. Job Description The Problem Analyst will follow and adhere to the Customer Service Centre (CSC) Problem Management Process. The Problem Analyst will monitor, analyse, update and review all problems supported contractually by the CSC. The role will include problem analysis techniques to enable trending and analysis of incidents for both pro-active and re-active problem management. Main Responsibilities: Lead multiple contracts across the UK providing Problem Management support Co-ordinate problems, known errors and known error defects in accordance with the CSC Problem Management Process. Ensure all problem records are recorded, assessed, classified, prioritised, assigned and actioned appropriately. Work closely with other Problem Analysts to produce trending analysis liaising with the Incident Management Team to escalate any quality issues. Providing pro-active and re-active incident analysis to form part of the initial problem investigations and to identify service issues. Identify problems by using event log error analysis and other tools, providing evidence to engineers to identify root causes. Co-ordinate key staff to form action plans to complete root cause analysis. Ensure root cause analysis actions are completed and resolver groups chased for updates where required. Using MS Excel create reports for analysis, trending and initial investigations including manipulating data to produce graphical charts and pivot tables for evidence of incident activity and identification of problems. Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of the problem record. Provide guidance and any training required to all support teams to ensure problems are managed in accordance with the problem management process. Provide data and statistics to the Problem Manager for all reporting requirements Qualifications Essential Two years or more previous experience working within a Service Management Team or ITIL Environment Problem Technique Decision Making 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 Desirable Previous experience working within a Problem Management Team Previous working experience within in first/second/third line support Good knowledge of networking and infrastructure environments Previous experience in managing software and application defects ITIL Foundation Accreditation Technical Accreditation Exp

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