Problem Analyst

On behalf of FCDO we are looking for a Problem Analyst (Inside IR35) for a 6 month contract. Hybrid working with 2 days per week required in either London, Milton Keynes or Glasgow.

The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners.

The Problem Analyst is a role within the IT Service Management department of IDD, reporting into the Senior Problem Manager. They will be tasked with supporting the team in the coordination and resolution of problems.

The Problem Analyst is responsible for managing the backlog of problems and known errors and maintaining Problem Management processes and procedures

As a Problem Analyst your main responsibilities will be:

. Managing the IDD Problem Management mailbox.
. Using ServiceNow as the ITIL toolset for Problem Management activities.
. Logging New Problem Tickets.
. Updating existing Problem Tickets with latest information to closure.
. Following up and chasing internal Support teams for updates on Problem Tasks assigned to them.
. Following up and chasing 3rd party service providers for updates on Problem Tasks assigned to them.
. Holding Weekly, Bi-Weekly or Monthly Problem Review meetings with Internal Support teams and 3rd party service Providers.
. Liaising and engaging with Incident Management and Service Partners for potential New Problems.
. Assist in identifying, tracking and support root cause analysis of Problems.
. Work along with the other IDD support teams to deliver a support service to its userbase .
. Engage with Support staff at our many worldwide posts to gather data on the problems being experienced and working with them to apply solutions.
. Attend Daily Service Review (DSR).
. Attend Daily Incident - problem handover meetings.
. Will be expected to take ownership of managing Problems in your queue or assigned to you.
. Reporting any Issues or concerns for escalation to The Senior Problem Manager.
. Deputising for Problem Manager from time to time.

Essential:

. An active SC Clearance is an essential requirement for this role.
. Broad technical understanding of IT environments.
. Experience in Problem/Incident Management and Analysis.
. Ability to to classify and prioritise workloads in Problem Management queues.
. Problem solving skills.
. Good communication and presentation skills.

Desirable:

. ITIL Qualification.
. Public Sector experience.
. Experience of working in an Agile environment.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, FCDO 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 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".