Incident Analyst

Home Retail Group
19 Mar 2017
18 Apr 2017
Contract Type
Full Time
As an Incident Analyst you will deliver the Incident Management process for Financial Services in line with agreed policies, processes and technical principles including reporting, logging, assigning and resolution of incidents which impact the delivery of BAU services to customers and the operation.

You will be joining Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance.

The Financial Services department is the profit creator and that’s why it’s the most exciting place to be: right at the heart of the action.

Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.

As an Incident Analyst you will:

Log incidents onto the Incident Management system.
Support a triage process to ascertain the impacts of incidents in terms of Customer, Supplier and Operation and apply an appropriate Severity level in line with FS and Group policies.
Ensure that Communications are delivered in a timely manner and in line with FS Incident Management criteria to appropriate stakeholders inside and outside the FS business.
Drive the resolution of all assigned incidents within Service Levels and apply appropriate levels of focus to incident resolution outside of agreed SLA’s.
Ensure that FS escalation processes and in particular, FS Operational Risk reporting processes are adhered to.
Collate and feedback into the stakeholder teams appropriate and timely management information relating to volumes, impacts, timescales and suppliers.
Ensure that regular analytical processes are carried out to identify and report on trends, root causes with feedback mechanisms into the business stakeholders.
Liaise and manage the necessary suppliers, internal business functions and resolver groups to ensure that service levels are maintained for the resolution of incidents.

As an Incident Analyst you will have:

A thorough understanding of the FS business and regulatory landscape in which it operates.
An understanding of the Third Party relationship model that exists and the SLA’s in place.
Clear and confident presentation skills -both verbal and written and be able to communicate complex arguments and information concisely and effectively to a mixed audiences.
The ability to manage multiple situations in a demanding environment and the ability to cope under pressure.
Experience of working collaboratively in a team and be able to build relationships with teams and customers.
The ability to work on your own initiative.

There’s never been a more exciting time to join Argos. We are capitalising on our success and going through a great transformation. It’s a period of expansion and rejuvenation; we’re shaking things up and creating more opportunities than ever before. Financial Services is right at the heart of the action.

As well as the opportunity to join a great team you will also receive a competitive salary, 24 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.

As this role involves working in a FCA regulated business all offers will be subject to satisfactory background checks including criminal record, credit check and employment references.