IT Problem Management Analyst

In this pivotal role, you will take ownership of the end-to-end Problem Management process, ensuring the stability and resilience of IT services. With 80% of your focus dedicated to Problem Management, you will proactively identify, investigate, and resolve recurring issues while driving continual service improvement initiatives. You will also provide support for Incident and Change Management processes when required.

IT Problem Management Analyst

Location: London Salary: Competitive Working Model: Hybrid

Are you an experienced IT professional with a passion for Problem Management? Do you thrive in highly regulated environments and enjoy working in a business-facing role where communication and confidence are key? If so, we have an exciting opportunity for you to join our team as an IT Problem Management Analyst.

In this pivotal role, you will take ownership of the end-to-end Problem Management process, ensuring the stability and resilience of IT services. With 80% of your focus dedicated to Problem Management, you will proactively identify, investigate, and resolve recurring issues while driving continual service improvement initiatives. You will also provide support for Incident and Change Management processes when required.

We are looking for someone who can demonstrate solid experience in running a Problem Management function from start to finish, including conducting effective problem management meetings, managing resources with conflicting priorities, and approaching problem management from a proactive lens. Your ability to articulate these experiences clearly is essential.

• Own and manage the Problem Management process in alignment with ITIL v4 practices.
• Proactively identify problems based on incident trends, monitoring data, and stakeholder feedback.
• Facilitate structured Root Cause Analysis (RCA) sessions using methodologies such as 5 Whys or Fishbone diagrams.
• Maintain and update the Known Error Database (KEDB), ensuring visibility of workarounds and permanent solutions.
• Collaborate with technical teams to define corrective actions and preventive measures.
• Conduct regular problem reviews with stakeholders to ensure accountability and progress.
• Drive continual service improvement initiatives based on problem insights and performance data.

While your primary focus will be on Problem Management, you will also:

• Support Incident Management by coordinating major incidents and ensuring swift restoration of services.
• Provide cover for Change Management processes during absences or peak periods.

To excel in this role, you should have:

• Proven experience running a Problem Management function within a professional services or highly regulated environment.
• Strong understanding of ITIL v4 practices, particularly Problem, Incident, and Change Management.
• Experience with ITSM tools such as ServiceNow or Azure.
• Excellent analytical skills combined with confident communication abilities to engage stakeholders at all levels.
• A proactive mindset with a focus on continual service improvement.

• ITIL v4 Foundation Certification (required).
• Additional ITIL modules or certifications (e.g., Problem Management) are desirable but not essential.

This is a fantastic opportunity for someone who thrives in a dynamic environment where they can make a real impact on service delivery. If you have the expertise to lead Problem Management functions effectively while maintaining strong business relationships, we want to hear from you!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates