Process Analyst

2i Resourcing
United Kingdom
31 Oct 2018
12 Nov 2018
Contract Type
Full Time
Process Analyst (12 month FTC)


£27000 per annum

A leading client of 2i Resourcing is looking for a Process Analyst to join their team based in Belfast initially on a 12 month FTC.

Role Purpose

* Assisting in the end to end Problem Management lifecycle globally, ensuring problems are raised, progressed, reviewed and closed in accordance to the process.

* Assisting in leading Root Cause Analysis activities to ensure the underlying causes of problems are identified, communicated, understood and eliminated.

* Proactively identifying problem trends and known bugs, working with Project & Development teams and others streams to provide a solution. Managing Known Errors in the Service Management Tool, in accordance with the process.

* Escalation to Global Senior IT Management, of critical issues that may cause a significant business impact.

* Assisting with the organisation and at times chairing Global SWATs, Technical Resolver Groups and Problem Forums when necessary, ensuring structure by applying Problem Management techniques.

* Writing and presenting Problem reports and executive summaries/dashboards to a high standard.

* Assisting with performing Global Governance meetings regularly with Product Specialist and Service owners to review Major Incidents/Error Resolutions/Changes to highlight problem areas and agree on action to be taken, tracking progress to completion / resolution.

* Maintaining accurate records including the documentation of root causes, fix changes, preventative actions, known errors and minutes from resolver group meetings and SWATs.

* Actively promoting effective Problem Management throughout the organisation.

* Assisting with the management of resources working to resolve an issue.

* Supporting the Major Incident Manager during high impacting service outages to provide assistance in restoring service.


* Proven experience of IT Problem Management Processes within a complex IT operations environment.

* Proven experience of working with IT Infrastructure Library (ITIL) Processes.

* Proven experience of data analysis, numeracy, analytical and reporting skills.

* Established and proven skills in at least one other of the noted ITIL disciplines.

* Minimum of 1 year’ experience working within a Problem Management, Six Sigma or Service Improvement Team.

Please send your CV in the first instance

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