About the Role:
YBS has an exciting new opportunity for an Incident & Problem Analyst to join our Technology Services function. The successful candidate will provide analytical support to ensure the efficient and effective end to end delivery of incident & problem management within the YBS Group, supporting the Incident & Problem Management Team owners to ensure our processes continue to support the wider business.
This role will be based in our Bradford based Head Office, with flexible working from home capability.
As an Incident & Problem Analyst you will:
* Support the Incident & Problem Management team owners to ensure that incident & problem management processes continue to support the business.
* Review problem & incident data ensuring data quality by confirming correct classifications, impact statements and prioritisation.
* Ensure that root cause and trend analysis is carried out effectively to reduce the number of recurring incidents and identify service enhancements.
* Support the production of defined metrics and Key Performance Indicators and ensure that incident & problem management reporting is of a high quality and delivered within agreed timelines.
* Liaise and work with all other areas of Technology Services, providing specialist advice. Attend Change Board meetings and Service Management reviews as required.
* Support the management of major incidents on a 24/7 basis where required, ensuring they are identified, logged, progressed and resolved within the scope of the Major Incident Management Process. This includes stakeholder management, communications and compilation of major incident reports.
* Monitor progress on the resolution of Known Errors and advise on available workarounds for incidents.
About You:
* You will have a broad understanding of Service Management Principles and Disciplines, based on ITIL best practices.
* An in-depth knowledge of ITIL Incident & Management methodologies.
* You have the ability to work with internal support teams and 3rd party service providers to resolve issues in order to deliver a continuously improving service proposition to customers.
* The ability to communicate, influence and negotiate in a professional environment, to a wide-ranging audience, translating the language of customers into useful technical information and vice versa.
* You have knowledge of relevant legislation, compliance, corporate governance, quality assurance and risk management.
* You have awareness of the financial services industry, markets and competitors.
About us:
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility: We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development: We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity: We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits:
* Holiday: You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
* Bonus: At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on-target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum of 15%).
* Pension: We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
* Healthcare: Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
* My Benefits: When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Holly Gallagher at careers@ybs.co.uk.
Please note: This advert will close on the 26th February.
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