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- Tasks: Join us as a Problem Analyst, managing IT issues and collaborating with teams to find solutions.
- Company: FCDO is dedicated to promoting UK interests and tackling global challenges.
- Benefits: Enjoy hybrid work options and the chance to make a real impact in the public sector.
- Why this job: Be part of a mission-driven team that values problem-solving and communication skills.
- Qualifications: Active SC Clearance, experience in Problem Management, and strong communication skills required.
- Other info: This role is UK-based only; we encourage applications from candidates with disabilities.
The predicted salary is between 36000 - 60000 £ per year.
On behalf of FCDO we are looking for a Problem Analyst (Inside IR35) for a 6 month contract. Hybrid working with 2 days per week required in either London, Milton Keynes or Glasgow.
The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty, and tackle global challenges with our international partners.
The Problem Analyst is a role within the IT Service Management department of IDD, reporting into the Senior Problem Manager. They will be tasked with supporting the team in the coordination and resolution of problems.
The Problem Analyst is responsible for managing the backlog of problems and known errors and maintaining Problem Management processes and procedures
As a Problem Analyst your main responsibilities will be:
. Managing the IDD Problem Management mailbox.
. Using ServiceNow as the ITIL toolset for Problem Management activities.
. Logging New Problem Tickets.
. Updating existing Problem Tickets with latest information to closure.
. Following up and chasing internal Support teams for updates on Problem Tasks assigned to them.
. Following up and chasing 3rd party service providers for updates on Problem Tasks assigned to them.
. Holding Weekly, Bi-Weekly or Monthly Problem Review meetings with Internal Support teams and 3rd party service Providers.
. Liaising and engaging with Incident Management and Service Partners for potential New Problems.
. Assist in identifying, tracking and support root cause analysis of Problems.
. Work along with the other IDD support teams to deliver a support service to its userbase .
. Engage with Support staff at our many worldwide posts to gather data on the problems being experienced and working with them to apply solutions.
. Attend Daily Service Review (DSR).
. Attend Daily Incident – problem handover meetings.
. Will be expected to take ownership of managing Problems in your queue or assigned to you.
. Reporting any Issues or concerns for escalation to The Senior Problem Manager.
. Deputising for Problem Manager from time to time.
Essential:
. An active SC Clearance is an essential requirement for this role.
. Broad technical understanding of IT environments.
. Experience in Problem/Incident Management and Analysis.
. Ability to to classify and prioritise workloads in Problem Management queues.
. Problem solving skills.
. Good communication and presentation skills.
Desirable:
. ITIL Qualification.
. Public Sector experience.
. Experience of working in an Agile environment.
Please be aware that this role can only be worked within the UK and not Overseas.
Disability Confident
As a member of the Disability Confident Scheme, FCDO guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply.
In applying for this role, you acknowledge the following “this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different”.
Problem Analyst employer: Alexander Mann Solutions - Public Sector Resourcing
Contact Detail:
Alexander Mann Solutions - Public Sector Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Analyst
✨Tip Number 1
Familiarize yourself with ServiceNow and ITIL processes, as these are crucial for the Problem Analyst role. Understanding how to navigate these tools will give you a significant advantage during the interview.
✨Tip Number 2
Highlight your experience in managing problem tickets and your ability to prioritize workloads. Be ready to discuss specific examples where you've successfully resolved issues or improved processes.
✨Tip Number 3
Prepare to demonstrate your communication skills by discussing how you've effectively liaised with different teams or stakeholders in previous roles. This is key for coordinating with internal support teams and third-party providers.
✨Tip Number 4
Since this role requires active SC Clearance, ensure you have all necessary documentation ready. Being able to confirm your clearance status quickly can set you apart from other candidates.
We think you need these skills to ace Problem Analyst
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Problem Analyst as outlined in the job description. Highlight your relevant experience in Problem/Incident Management and Analysis in your application.
Tailor Your CV: Customize your CV to reflect the essential skills required for the role, such as problem-solving abilities, communication skills, and experience with IT environments. Use specific examples that demonstrate your expertise in these areas.
Craft a Strong Cover Letter: Write a compelling cover letter that connects your background to the FCDO's mission and the specific requirements of the Problem Analyst position. Mention your active SC Clearance and any relevant qualifications like ITIL.
Proofread Your Application: Before submitting, carefully proofread your application materials for any errors or inconsistencies. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Alexander Mann Solutions - Public Sector Resourcing
✨Understand the Role
Make sure you have a clear understanding of the responsibilities of a Problem Analyst. Familiarize yourself with the ITIL framework and how it applies to Problem Management, as this will be crucial in your discussions.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully identified and resolved problems. Highlight your analytical skills and how you prioritize workloads in Problem Management queues.
✨Communicate Effectively
Good communication is key for this role. Practice articulating your thoughts clearly and concisely. Be ready to discuss how you would engage with internal support teams and third-party service providers.
✨Familiarize Yourself with ServiceNow
Since ServiceNow is mentioned as the ITIL toolset for Problem Management activities, it’s beneficial to have a basic understanding of how it works. If you have experience using it, be prepared to discuss that during the interview.
