This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
About the role:
The Service Management and Controls department plays a critical role in ensuring the smooth, resilient and customer‑focused delivery of all Technology services across SJP. Bringing together expertise in service support, transition, risk, controls, change management and disaster recovery, the team safeguards service quality, drives continual improvement, and enables colleagues and partners to work efficiently and confidently. Joining this department means contributing to a high‑performing function that underpins the reliability, stability and continual evolution of our technology landscape.
Reporting to the Head of Service Management and Controls, the primary objective for this role is managing the lifecycle of all problems recorded for the services, systems or infrastructure, working with Value Stream Leaders, Business Owners, Service Owners and Technology teams towards highly reliable services contributing to a high quality service. This role will also be responsible for the accumulation of RCAs and associated reporting, including compilation of the Corrective Action Reviews (CAR) and attending and chairing CAR meetings.
What you'll be doing:
- Overseeing the entire lifecycle of problems, ensuring they are identified, analyzed, and resolved effectively.
- Proactively working with Platform, Product, and Business owners and Value Stream leaders, in particular, embedding the role within value streams to ensure improvement in client, partner and employee sentiment.
- Conducting thorough investigations to identify the underlying causes of recurring incidents, utilizing data analysis and collaboration with technical teams.
- Effectively managing and communicating known Errors, ensuring that supporting work-arounds are documented as knowledge and communicated to all relevant support channels.
- Providing guidance on drafting of RCA's and CAR reports to ensure they are clear, easy to understand and have associated action plans.
- Ensuring effective follow-up on RCA reports to ensure that Identified actions are recorded as problems where appropriate and managed via the problem process to prevent recurrence. Ensuring that the root causes of complex issues are analysed and escalated to the resolving teams to ensure timely resolution.
- Overseeing and managing of actions from RCA's and CAR's to ensure agreed actions are completed.
- Attending the Technology Change Approval Board (CAB) meetings in relation to changes and releases set to resolve problems and KE's and ensure that projects and changes are implemented with consideration to the on-going support requirements of faults and KEs
- Working closely with incident management, Technology Change Management, and other IT teams to gather information for analysis.
- Working with Value Stream Leaders, Business Owners, Service Owners and Technology teams relevant teams to develop and implement permanent solutions to address identified root causes, including deploying software patches and updating configurations.
- Keeping stakeholders informed about the status of problems and resolutions, ensuring transparency throughout the process.
- Monitoring the effectiveness of implemented solutions and seek ways to improve problem management processes to reduce future incidents.
About you:
We're looking for an experienced Problem Analyst who will operate within the ITIL framework, focusing on investigating patterns, analysing trends, and implementing solutions that transform recurring incidents into resolved problems to ensure that Technology Services remain stable, reliable, and aligned with business objectives.
Essential criteria:
- Experience working within IT Service Management environments, with working knowledge of ITIL principles and problem management processes.
- Strong analytical and investigative skills, with the ability to identify root causes, assess trends and support effective problem resolution.
- Experience handling incidents and problems in a live operational environment, supporting remediation and preventing recurrence.
- Excellent communication skills, able to clearly articulate issues, findings and recommendations to both technical and non-technical stakeholders.
- Strong organisational skills and attention to detail, with the ability to manage multiple issues and maintain accurate documentation and records.
- Ability to work under pressure, manage competing priorities and support escalations within a fast-paced environment.
Desirable criteria:
- Understanding of wider ITSM processes such as incident, change and release management, and how they interact with problem management.
- Exposure to reporting and trend analysis, with experience using data to identify recurring issues and improvement opportunities.
- Awareness of financial services or regulated environments and associated risk, governance and control requirements.
