Problem Administrator

We are looking for a highly organized and detail driven Administrative Assistant to support the IT Problem Manager in the coordination, documentation, and governance of the Problem Management function. This role helps ensure stable IT services by supporting investigations into root causes, tracking long term fixes, and assisting with reporting and communication across the business.
The ideal candidate thrives in structured environments, enjoys working with data and documentation, and is comfortable coordinating between technical teams and leadership stakeholders.
 

Administrative & Operational Support
•    Provide day to day administrative support to the IT Problem Manager.
•    Schedule and coordinate Problem Review Meetings, Post Incident Reviews (PIRs), and Root Cause Analysis (RCA) sessions.
•    Prepare meeting agendas, take detailed minutes, and track follow up actions.
•    Maintain calendars, manage workflow planning, and support governance cycles.
Problem Management Support (ITIL Framework)
•    Assist with logging, updating, and tracking problem records within the ITSM tool (e.g., ServiceNow, Jira, Freshservice).
•    Ensure information for major incidents and ongoing problems is complete, accurate, and documented according to process.
•    Liaise with technical teams to gather missing RCA evidence, timelines, or workaround documentation.
•    Help track the progress of Known Errors, permanent fixes, and preventative measures.
•    Maintain the Problem Register and ensure all documentation is stored in the appropriate repositories.
Coordination & Communication
•    Act as a central point of contact between the Problem Manager, support teams, business stakeholders, and vendors.
•    Draft and distribute communications related to major incidents, root cause findings, and service improvement commitments.
•    Support the creation of guidance documents, SOPs, templates, and repeatable administrative processes.
Reporting & Data Administration
•    Assist the Problem Manager with weekly, monthly, and quarterly problem trend reports.
•    Help compile data for audits, compliance reviews, and executive reporting.
•    Track KPIs and metrics such as problem backlog, RCA completion rates, repeat incidents, and preventative action status.
•    Maintain spreadsheets, dashboards, and documentation sets with high attention to detail.
 

Essential
•    1–3 years’ experience in an administrative, coordination, or support role.
•    Strong organizational skills with exceptional accuracy and attention to detail.
•    Excellent communication skills—written, verbal, and interpersonal.
•    Proficient with Microsoft 365 (Outlook, Excel, Word, Teams, SharePoint).
•    Able to manage competing priorities and maintain workflow in a fast-paced environment.
•    Confident liaising with technical and non-technical stakeholders.

Desirable
•    Familiarity with ITIL processes, particularly Incident or Problem Management.
•    Experience using ITSM tools (ServiceNow, Jira, Remedy, Freshservice).
•    Understanding of basic IT terminology and support functions.
•    Experience supporting governance, compliance, or audit-oriented teams.

Competencies
•    Analytical mindset – comfortable handling data and spotting inconsistencies.
•    Process driven – follows structured workflows with discipline.
•    Proactive – anticipates follow ups and keeps workstreams moving.
•    Collaborative – works well across teams and functions.
•    Professionalism & confidentiality – handles sensitive operational information appropriately.

Education
•    A Level / equivalent required.
•    Additional administration qualifications beneficial.
•    ITIL Foundation certification desirable, but not required.