Problem Analyst

MAG (Airports Group); Manchester; Hybrid; GBP 30,000 - 60,000

Job description

Based at Manchester Airport
• Permanent Role
• Flexible/Hybrid working for a better work/life balance.
• We are proud to be a diverse employer, and we welcome candidates from all backgrounds.

Manchester Airport Group

At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.
Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities. Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities.

You’ll also have access to some great benefits including:

• Flexible and generous company pension plan with various company contribution options (up to 8%) that you can change to suit your personal needs
• 24 days holiday plus bank holidays
• Free parking
• Subsidised public transport
• Huge range of company discounts
• 2 volunteering days per year
• Free Virtual GP service, available 24 hours a day, 7 days a week
• Care Concierge service

The Role

We are looking for someone to join our team and play a crucial role in managing and enhancing our problem management process. In this role, you will be responsible for supporting the day-to-day management of the problem process, ensuring adherence to all problem management standards, and tracking operational performance against agreed metrics. You will take shared responsibility for risk, control, and continuous service improvements while creating reports for monthly performance reviews.
Using ITIL frameworks, you will drive problems from identification to resolution, monitor the impact on agreed service levels, and provide reports on defect and problem data. You will also work closely with incident and major incident process owners, ensuring transparency and effective resolution. Additionally, you will support the development and documentation of procedures, processes, and standards that underpin IT service operations and the knowledge base. Attending CAB/eCAB meetings, supporting the Change Manager, and participating in post-implementation reviews will be key aspects of your responsibilities. Your insights will contribute to lessons learned, service improvements, and regular management reporting to ensure optimal performance and compliance.

What will make you successful in the role?

We are seeking a candidate with a strong understanding of ITIL practices, ideally holding an ITIL Foundation qualification. You should have an inquisitive mind with the ability to identify and resolve problems effectively while ensuring collective adherence to processes. A strong team player with the ability to work independently, you will be comfortable systematically breaking down problems and identifying relationships between components.
The ideal candidate will have a keen eye for quality, ensuring all deliverables are accurate and complete. Strong verbal and written communication skills are essential for effective interactions with users, colleagues, and suppliers. You should have prior experience in problem management, stakeholder engagement, and risk management, as well as experience supporting Major Incident Management for both change-related and non-change-related incidents.
Experience with IT Service Management toolsets, specifically ServiceNow, is essential. A solid understanding of standard Service Desk processes, as well as common IT systems such as Windows, Active Directory, and Office 365, will be beneficial. Strong fault-finding and analytical skills are also key to excelling in this role.

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.
We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups. As a Disability Confident employer, we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing [e-mail]

Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity.