IT Problem Management Analyst

Company Description
Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity.

**Job Description**:
We are currently recruiting for a Problem Management Analyst in the Service Management team. Problem Management is responsible for identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause. Involves also the oversight and management of service impacting outages for NA Problem Management. This position will leverage support best practices and process frameworks, such as ITIL, to drive continual process improvements, while also working alongside and complementing the other Service Management disciplines of Incident Management, Change Management, Release Management and Service Level Management to provide an effective and reliable Service Management solution for Experian.
**What you´ll do**:

- Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders, identifying the incident root cause and assign, manage and track all corrective actions towards avoiding a repeat, capturing key learnings to improve processes and best known practices; a ensuring SLAs and key indicators are meet while using Agile/scrum best practices.
- Central point of contact for GTS Problem Management, including advice on process & procedures and assistance with any inquiries, issues, and concerns.
- Maintaining problem management process and metrics to established service level objectives.
- Liaison with business divisions and GTS departments on the provision and maintenance of effective processes and procedures.
- Through regular auditing of problem information, ensure that processes and procedures are being adhered to.
- Working closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements. This involves coordinating with separate technical teams, structuring investigations and working with the respective support teams to ensure accurate and timely information is disseminated. Furthermore, the team is responsible for problem management follow up actions following an incident.

Qualifications**
What your background looks like**:

- Bachelor’s degree or equivalent experience
- 2-3 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management
- Incident analysis and trending experience
- Experience in defining process metrics and KPIs
- Experience in IT environments; previous infrastructure support experience a plus
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences including Senior Management.
- English proficiency, spoken and writing
- Agile/Scrum knowledge
- Proficiency using Service Now for ticket logging, tracking and reporting
- Excellent analytical and reporting skills, experience on data analysis using Power BI is a plus
- Proven skills in collaborating with other teams, both technical and non-technical
- A Strong customer centric orientation with the ability to work effectively with diverse teams
- Self-starter with strong technical skills and ability to learn new technologies quickly
**Beneficial skills**:

- ITIL Foundation level or above preferred
- Broad technical and/or operational knowledge of Experian infrastructure
- Database skills and Website skills

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Additional Information

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