Problem Analyst, NON CLEARED

We're excited to offer an opportunity for a Problem Manager to join our expanding Service Management team. In this role, you'll be essential in overseeing problems throughout their lifecycle, helping to identify root causes, minimizing the risk of recurring issues, and driving continuous improvement in IT services. You'll also collaborate closely with the Major Incident Management team to ensure that follow-up actions are handled and tracked efficiently.

Rate - £360.00 per day inside ir35

Location - twice a week onsite in Leeds

Duration - 6 Months

Key Responsibilities:

• Oversee the Problem Management process from identification to resolution, ensuring compliance with established procedures and timelines.

• Partner with technical teams and suppliers to investigate root causes, identify underlying issues, and track corrective actions to completion.

• Analyze incident and problem data to detect trends, recurring issues, and opportunities for service improvement.

• Work alongside Major Incident Managers to ensure that post-incident reviews are conducted and that problems from major incidents are logged and addressed.

• Accurately document and maintain Problem Records, ensuring thorough tracking of causes, actions, and outcomes.

• Help facilitate Problem Review Meetings, collecting input from technical teams and ensuring action items are followed through.

• Provide clear, concise updates on the status and progress of problem investigations to stakeholders.

• Contribute to Continual Service Improvement (CSI) by offering data-driven insights and recommendations for enhancing service stability.

Additional Skills/Qualifications:

• Experience in a Problem Management role within an ITIL-based Service Management environment.

• Familiarity with ITIL4 practices - ITIL4 Foundation certification is preferred.

• Knowledge of ServiceNow Problem Management and other ITSM platforms.

• Strong analytical skills with the ability to interpret data, recognize patterns, and develop actionable insights.

• Ability to collaborate effectively with technical teams, suppliers, and senior stakeholders.

• Experience supporting Major Incident and post-incident processes.

• Strong communication skills, both written and verbal, with a professional demeanor.

For any questions, please email me at