Incident Problem Change Analyst

About Us!

The Incident Problem Change Analyst is responsible for assisting with the day-to-day operations of incident and problem management, ensuring minimal disruption to business operations. This role involves supporting the management of IT incidents, identifying recurring issues, and aiding in the resolution and prevention of future incidents by working closely with senior team members. Knowledge of ITIL v3/v4 processes is preferred, enabling better alignment with best practices in incident and problem management.

Your Day-to-Day

1. Incident Management Support: Assist in monitoring and tracking incidents to ensure they are logged, categorised, and resolved in line with Service Level Agreements (SLAs).
2. Problem Management Support: Work alongside the Problem Manager to identify root causes of recurring issues, analyse trends, and develop preventative measures.
3. Communication and Coordination: Collaborate with technical teams and communicate with stakeholders to update them on incident statuses and resolutions.
4. Documentation: Maintain accurate records of incidents and problems, and support the creation of knowledge articles to aid in future incident handling.
5. Reporting: Assist in preparing incident and problem management reports, highlighting trends, key metrics, and areas for improvement.
6. Continuous Improvement: Support process improvement initiatives within the incident and problem management functions, under the guidance of senior team members.
7. Change Request Evaluation: Review and categorise change requests to ensure proper logging and alignment with business objectives.
8. Impact Analysis Support: Assist with preliminary impact assessments, including potential risks, resource requirements, and scheduling.
9. Change Coordination: Collaborate with the Change Manager and various teams to schedule, communicate, and document change activities.
10. Documentation and Tracking: Maintain accurate records of change requests, documenting details and outcomes to support transparency and compliance.
11. Post-Change Review: Gather feedback and data for post-implementation reviews to evaluate change success and areas for improvement.
12. Reporting: Prepare regular reports on change activities, including statistics on successful changes, failed changes, and trends.

You Know-How

1. Education: Diploma or degree in Information Technology, Computer Science, or a related field.
2. Experience: 1-2 years of experience in an IT support, incident management, or related role. Familiarity with IT Service Management tools (e.g., Jira Service Desk) is a plus. Experience with ITIL v3/v4 processes is preferred.
3. Skills: Basic knowledge of incident and problem management principles, ideally aligned with ITIL v3/v4 practices, strong communication skills, both written and verbal, ability to work under pressure and handle multiple incidents at once, analytical skills with an eye for detail and a proactive approach to learning.
4. Problem-Solving: Ability to identify and analyse problems, and assist in finding effective solutions.
5. Team Collaboration: Willingness to work closely with team members and take direction from senior analysts and managers.
6. Adaptability: Ability to adapt to changing priorities in a fast-paced environment.

Work Conditions:
● Weekend on-call/standby availability is required.
● Off-hours work for major incident management process is required.