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- Tasks: Lead investigations into major IT incidents and drive solutions for Network Rail.
- Company: Join Network Rail's Digital Data and Technology team, a key player in the rail industry.
- Benefits: Enjoy a hybrid work model and gain valuable experience in a supportive environment.
- Why this job: Make a real impact by enhancing technology performance and user experience in a dynamic setting.
- Qualifications: Foundation Certificate in ITIL and strong data analysis skills are essential.
- Other info: Network Rail values diversity and offers guaranteed interviews for candidates with disabilities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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Join to apply for the IT Problem & Incident Analyst role at Public Sector Resourcing
On behalf of Network Rail, we are looking for an IT Problem & Incident Analyst for a 12 Month (Inside IR35) contract based Hybrid in Manchester.
Join Network Rail’s Digital Data and Technology team to lead investigations into major IT incidents and problems. You’ll Identify, diagnose and eliminate IT incidents that could adversely impact the reputation of the organisation, using the problem management process from the point of detection to permanent resolution. You’ll drive and implement solutions, maintain effective stakeholder communication and minimise the impact of incidents that cannot be prevented.
As an IT Problem & Incident Analyst your main responsibilities will be to:
* Forge root cause investigations across Network Rail, its Partners and Suppliers arising from serious IT Incidents.
* Analyse incident data to identify trends and improvement opportunities; develop insights and recommendations to enhance technology performance and user experience.
* Identify and collaborate with the relevant subject matter experts and ITIL functions to uncover root cause analysis and problem resolution.
* Develop and monitor corrective action plans in liaison with the Service Desk, Configuration and Change Management functions confirming that the problem has been resolved.
* Communicate effectively with key stakeholders regarding system/service status to minimise disruption across Network Rail and the wider rail industry.
* Develop and produce management information to highlight problem trends and service issues for Support Managers.
* Review other requests for information and new investigations when received or escalated to the Problem Management team; evaluating benefits against resource, priority and establish next steps.
* Build strong peer-to-peer relationships within Digital Data and Technology and with Suppliers, ensuring effective communication and escalation of performance issues are documented.
Essential:
* Foundation Certificate in IT Service Management (ITIL).
* Excellent data analysis and problem solving skills.
* Ability to take ownership and solve problems independently.
* Capable of absorbing data from various sources and making accurate judgment based decisions.
* Skilled in the use of incident and problem management tools for the recording, progressing and reporting incidents.
* Proficient in Problem Management and the use of appropriate tools.
* Strong communication skills (oral & written), including the ability to translate technical issues for non-technical audiences.
* Organised, proactive and deadline-driven.
* Effective team player with the ability to influence senior managers.
Desirable:
* Practitioner Certificate in IT Service Management: Problem Management
* Proficient in Time Management techniques
* Knowledge of Service Management disciplines within the IT arena
* Experience in operational excellence or Lean Six Sigma methodologies
Please be aware that this role can only be worked within the UK and not Overseas.
Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.
Disability Confident
As a member of the Disability Confident Scheme, Network Rail 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 exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
Armed Forces Covenant
Network Rail guarantees to interviewveterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, wewill interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
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\”.
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IT Problem & Incident Analyst employer: Public Sector Resourcing
Contact Detail:
Public Sector Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Problem & Incident Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, especially those related to problem management. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the IT service management field, particularly those who have experience with incident and problem analysis. Engaging with them can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully resolved IT incidents in the past. Highlighting your analytical skills and problem-solving abilities will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends and tools in incident management. Being knowledgeable about current technologies and methodologies will show that you're proactive and ready to contribute from day one.
We think you need these skills to ace IT Problem & Incident Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the IT Problem & Incident Analyst role. Emphasise your data analysis, problem-solving abilities, and any ITIL certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the responsibilities mentioned in the job description. Use examples from your past experiences to demonstrate how you have successfully managed IT incidents and communicated with stakeholders.
Highlight Relevant Skills: In your application, clearly outline your proficiency in incident and problem management tools. Mention your ability to analyse data and identify trends, as well as your strong communication skills, especially in translating technical issues for non-technical audiences.
Showcase Team Collaboration: Since the role requires effective teamwork, include examples of how you've collaborated with peers or stakeholders in previous positions. Highlight any experience you have in building relationships within IT teams or with external suppliers.
How to prepare for a job interview at Public Sector Resourcing
✨Understand ITIL Principles
Make sure you have a solid grasp of ITIL principles, especially those related to problem management. Be prepared to discuss how you've applied these principles in past roles, as this will demonstrate your expertise and alignment with the job requirements.
✨Showcase Data Analysis Skills
Since the role involves analysing incident data to identify trends, come prepared with examples of how you've successfully used data analysis in previous positions. Highlight specific tools or methodologies you've employed to derive insights and improve performance.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice explaining technical concepts in simple terms, as you'll need to communicate with non-technical stakeholders. Consider preparing a few scenarios where you've successfully communicated complex information.
✨Demonstrate Problem-Solving Ability
Be ready to discuss specific incidents where you've taken ownership and resolved problems independently. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical thinking and proactive approach.