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- Tasks: Lead problem management activities and drive continuous improvement in IT services.
- Company: Join the FCA, a key player in regulating UK financial services.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
- Why this job: Make a real impact on technology resilience and improve services for millions.
- Qualifications: Experience with ServiceNow and strong problem-solving skills required.
The predicted salary is between 52400 - 61800 ÂŁ per year.
**Department:** Technology Resilience
**Division:** Data, Technology and Innovation (DTI)
**Salary:** National (Edinburgh and Leeds) ranging from ÂŁ52,400 to ÂŁ61,800 and London ÂŁ57,700 to ÂŁ68,000 (salary offered will be based on skills and experience)
**This role is graded as:** Senior Associate â Regulatory
**Your recruitment contact is** Ben via Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted.
**About the FCA and team** We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, youâll play a key part in protecting consumers, supporting economic growth and shaping the future of UK finance services. The Data, Technology and Innovation (DTI) division enables the FCA to be a digital-first, data-led smart regulator by delivering a secure, agile and cost-effective technology and data ecosystem that drives better decisions, transparency and operational efficiency. Sitting within DTI, the Technology Resilience team safeguards the FCA's digital assets, services and suppliers to ensure the organisation remains secure and compliant.
**Role responsibilities**
- Manage end-to-end Problem Management activities, including problem identification, prioritisation, governance, and resolution coordination across IT services.
- Chair Root Cause Analysis (RCA), Initial Problem Reviews (IPRs), and regular service review forums for major and recurring P1/P2 incidents, driving continual service improvement and Problem Management maturity.
- Use ServiceNow to manage the full Problem Management lifecycle, including workflow management, reporting, dashboard creation, and action tracking.
- Embed preventive Problem Management practices, using AIâdriven intelligence, Predictive Analytics, and governance forums to reduce repeat issues and improve service reliability.
- Collaborate with Service Operations, Product Groups, managed service providers, and third parties to ensure aligned delivery, SLA/KPI performance management, and effective Major Incident support when required.
- Produce high-quality MI, governance reporting, and senior stakeholder communications, translating technical issues into clear business-focused updates and recommendations.
- Play a central role in modernising the FCAâs technology resilience capability, gain experience with advanced tooling and shape improvements that benefit millions of UK consumers.
**Skills required**
**Minimum:**
- Prior experience working with ServiceNow Problem Management at an advanced level, including configuration, workflow optimisation and management end to end problem management workflow.
- Demonstrable experience applying recognised Problem Management and root cause methodologies with a deep appreciation for the ITIL framework, particularly the Problem Management lifecycle.
- Demonstrated ability to uncover the root causes of recurring incidents.
Problem Manager in Edinburgh employer: PSR Limited
Contact Detail:
PSR Limited Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Problem Manager in Edinburgh
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Problem Manager role.
â¨Tip Number 2
Prepare for interviews by practising common questions related to Problem Management. Think about your past experiences and how they relate to the job description. We want you to shine when it comes to showcasing your skills!
â¨Tip Number 3
Donât forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, itâs just good manners!
â¨Tip Number 4
Apply through our website! Itâs the best way to ensure your application gets seen. Plus, youâll have access to all the latest roles and updates directly from us. Letâs get you that Problem Manager position!
We think you need these skills to ace Problem Manager in Edinburgh
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Problem Manager role. Highlight your experience with ServiceNow and any relevant problem management methodologies. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: Donât just list your responsibilities; share specific achievements that demonstrate your problem-solving skills. Use metrics where possible to show how youâve improved processes or resolved issues in previous roles. This helps us see the impact you've made!
Be Clear and Concise: When writing your application, keep it clear and to the point. Avoid jargon unless it's relevant to the role. We appreciate straightforward communication, especially since you'll be translating technical issues into business-focused updates!
Apply Through Our Website: Remember, applications must be submitted through our online portal. Donât send them via email or social media, as we wonât be able to consider those. Head over to our website and get your application in â we canât wait to hear from you!
How to prepare for a job interview at PSR Limited
â¨Know Your Problem Management Inside Out
Make sure you brush up on your knowledge of the Problem Management lifecycle and ITIL framework. Be ready to discuss your previous experiences with ServiceNow, especially how you've configured workflows and managed incidents. This will show that youâre not just familiar with the theory but have practical experience too.
â¨Prepare for Root Cause Analysis Questions
Expect questions about your approach to Root Cause Analysis (RCA) and Initial Problem Reviews (IPRs). Think of specific examples where youâve successfully identified and resolved issues. Being able to articulate your thought process will demonstrate your analytical skills and problem-solving abilities.
â¨Showcase Your Collaboration Skills
The role requires collaboration with various teams and third parties. Prepare examples of how youâve worked effectively with others in past roles, particularly in high-pressure situations. Highlight your communication skills and how you ensure everyone is aligned towards common goals.
â¨Bring Data-Driven Insights
Since the role involves producing high-quality management information and governance reporting, be ready to discuss how youâve used data to drive decisions in your previous roles. Share examples of how youâve translated technical issues into business-focused updates, showcasing your ability to communicate complex information clearly.