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- Tasks: Lead the Problem Management process to enhance IT service quality and prevent future incidents.
- Company: Intact Insurance, a forward-thinking company transforming the insurance industry.
- Benefits: Annual bonus, hybrid working, 25 days leave, health perks, and career development.
- Other info: Flexible working options available to support your work-life balance.
- Why this job: Join us to make a real difference in a supportive and inclusive environment.
- Qualifications: Experience in IT Problem Management and ITIL qualifications preferred.
The predicted salary is between 40000 - 50000 £ per year.
Intact Insurance is the new name for RSA in the UK, Ireland, and across Europe. It’s a new name and a new way to do business. Backed by global expertise and a commitment to service that feels different, we’re focused on making insurance simpler, faster, and more responsive.
Shape the future: We’re leading a transformation in insurance helping people, businesses and society prosper in good times and be resilient in bad times. When you join us, you’re not just taking a job, you’re stepping into a career where you can make a real difference.
Grow with us: We’re customer-driven, community-focused, and committed to helping our people grow. Whether you’re early in your journey or bringing years of experience, we’ll support you with the tools, flexibility, and opportunities to thrive.
Win as a Team: Your role will support problem management process within the ITIL framework, ensuring the identification, analysis, and resolution of IT problems to prevent future incidents and improve overall IT service quality in Intact.
You’ll make an impact by:
- Developing, implementing, and maintaining the Problem Management process in alignment with ITIL best practices and Intact requirements.
- Identifying and logging problems through the analysis of incident data, trends, and patterns.
- Conducting thorough root cause analysis to establish the underlying causes of IT problems and implement action plans to resolve issues and prevent recurrence, holding the Platform Owners accountable.
- Coordinating problem resolution activities with Service Desk, Incident Management, Change Management, and other IT teams to ensure effective and timely outcomes.
- Maintaining accurate and up-to-date documentation of all Problem Management activities, including problem records, known errors, and workarounds, while providing clear communication to stakeholders on progress and status.
- Generating and presenting regular reports on Problem Management metrics, trends, and outcomes, and identifying opportunities to improve the efficiency and effectiveness of the Problem Management process.
Your skills and experience:
- You will have experience within a Financial Services organisation and ideally ITIL qualifications.
- Good experience in IT Problem Management or a related ITIL discipline, with hands-on use of ITIL service management tools such as ServiceNow or similar platforms.
- Ideally you will either have an Infrastructure Support or Software application management background.
- Considerable understanding of IT Service Management processes, including Problem Management, Change Management, and Configuration Management, supported by experience in a large enterprise-level IT environment.
- Analytical and problem-solving skills with the ability to perform root cause analysis and develop effective solutions, supported by in-depth technical knowledge of IT infrastructure, applications, and systems including networking, servers, databases, and software.
- Excellent written and verbal communication skills with the ability to clearly convey complex technical information to a non-technical audience, and proven ability to work effectively in a collaborative team environment.
Why You’ll Love It Here: Being part of our team means you’ll have the support and freedom to bring your best self to work each day. As a permanent member, here’s what you can look forward to:
- Annual discretionary bonus
- Up to 11% pension contributions
- Hybrid working + flexible hours
- 25 days annual leave + bank holidays + buy/sell options
- Health & wellbeing + virtual GP
- Career development and mentoring
- Inclusive culture + employee networks
- Share investment options
Our DEI Commitment: We celebrate individuality and believe our differences make us stronger. We’re proud to foster a culture where everyone feels respected, valued, and empowered to thrive. As an Equal Opportunity and Disability Confident Employer, we ensure fair consideration for all applicants and offer interviews to all disabled candidates who meet the essential criteria. We understand that everyone’s circumstances are different and are happy to explore flexible working options such as reduced hours or job shares to support work–life balance. If you meet the core criteria but not every requirement, we’d still love to hear from you. Let’s explore how this role could support your next career step. If you need adjustments during the recruitment process, just let us know we’re here to support you.
Problem Manager in Liverpool employer: Intact Insurance (previously RSA)
Contact Detail:
Intact Insurance (previously RSA) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Manager in Liverpool
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Intact Insurance on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into ITIL practices and how they apply to problem management. We want you to showcase your analytical skills and real-world examples of how you've tackled IT issues before.
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and keep an eye on new openings. The sooner you get your application in, the better your chances of landing that interview.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple gesture that shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Problem Manager in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your ITIL qualifications and any relevant experience in Problem Management to show us you’re the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role at Intact Insurance. Share specific examples of how you've successfully managed problems in the past and how you can contribute to our mission of making insurance simpler and faster.
Showcase Your Communication Skills: Since excellent communication is key, make sure your application is clear and concise. Use straightforward language to convey your technical knowledge, ensuring it’s easy for us to understand your experience, even if we’re not tech experts.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the recruitment process.
How to prepare for a job interview at Intact Insurance (previously RSA)
✨Know Your ITIL Inside Out
Since the role revolves around the ITIL framework, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL best practices in previous roles, especially in Problem Management. This will show that you understand the core principles and can implement them effectively.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical and problem-solving skills. Think of specific examples where you've conducted root cause analysis and implemented solutions. Use metrics or outcomes to back up your claims, as this will highlight your ability to improve IT service quality.
✨Communicate Clearly and Confidently
Given the need to convey complex technical information to non-technical audiences, practice explaining your past experiences in simple terms. This will not only showcase your communication skills but also your ability to collaborate effectively with diverse teams.
✨Be Ready to Discuss Team Collaboration
The role emphasises teamwork, so come prepared with examples of how you've worked with different IT teams in the past. Highlight any successful collaborations with Service Desk, Incident Management, or Change Management teams, and how those experiences contributed to effective problem resolution.