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- Tasks: Lead the Problem Management process to enhance IT service quality and prevent future incidents.
- Company: Join Intact Insurance, a forward-thinking company transforming the insurance industry.
- Benefits: Enjoy competitive salary, hybrid working, flexible hours, and generous annual leave.
- Other info: Collaborative team culture with opportunities for professional development.
- Why this job: Make a real impact in a dynamic environment while growing your career.
- Qualifications: Experience in IT Problem Management and familiarity with ITIL frameworks required.
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 implementing 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
Problem Manager 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
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Intact Insurance. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by diving deep into ITIL practices and the specific challenges faced in Problem Management. Show us you know your stuff and can bring real value to the team!
✨Tip Number 3
Don’t just focus on your technical skills; highlight your communication abilities too. We want to see how you can explain complex issues clearly to non-technical folks – it’s key in our collaborative environment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest roles and updates there, so keep checking back!
We think you need these skills to ace Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Problem Manager role. Highlight your experience with ITIL processes and any relevant tools like ServiceNow. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about transforming insurance and how your background in IT Problem Management makes you a perfect fit for our team at Intact.
Showcase Your Analytical Skills: Since this role involves a lot of problem-solving, be sure to include examples of how you've successfully conducted root cause analysis in the past. We love seeing how you tackle challenges head-on!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we can’t wait to see what you bring to the table!
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 prepared to discuss how you've applied ITIL best practices in previous roles, especially in Problem Management. This will show that you understand the principles and can implement them effectively.
✨Showcase Your Analytical Skills
The job requires strong analytical and problem-solving skills. Prepare examples of past experiences where you've successfully conducted root cause analysis or resolved complex IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Communicate Clearly and Confidently
You'll need to convey technical information to non-technical stakeholders, so practice explaining complex concepts in simple terms. During the interview, focus on clarity and confidence in your communication. This will demonstrate your ability to bridge the gap between technical and non-technical teams.
✨Be Ready to Discuss Collaboration
Collaboration is key in this role, so think of examples where you've worked effectively with cross-functional teams. Highlight your experience coordinating with Service Desk, Incident Management, and other IT teams. This will show that you're a team player who can drive effective outcomes.