Are yo ready tochart yor own career path? With or refreshed strategy, we're bilding on or rich heritage and transforming or bsiness to be more scalable and efficient, nlocking the capabilities needed for ftre sccess. This incldes significantly investing in technology, streamlining the way we work and creating an environment where colleages feel engaged, empowered and accontable; where they can show p, speak p and perform - becase we believe in the difference or work makes.




At a glance:




Location: Cirencester Office




Workplace Type: Hybrid




Employment Type: Permanent




Seniority: Mid-Senior Level




Abot the role:



The Service Management and Controls department plays a critical role in ensring the smooth, resilient and cstomer-focsed delivery of all Technology services across SJP. Bringing together expertise in service spport, transition, risk, controls, change management and disaster recovery, the team safegards service qality, drives continal improvement, and enables colleages and partners to work efficiently and confidently. Joining this department means contribting to a high-performing fnction that nderpins the reliability, stability and continal evoltion of or 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 infrastrctre, working with Vale Stream Leaders, Bsiness Owners, Service Owners and Technology teams towards highly reliable services contribting to a high qality service. This role will also be responsible for the accmlation of RCAs and associated reporting, inclding compilation of the Corrective Action Reviews (CAR) and attending and chairing CAR meetings.


What yo'll be doing:

Overseeing the entire lifecycle of problems, ensring they are identified, analyzed, and resolved effectively.

Proactively working with Platform, Prodct, and Bsiness owners and Vale Stream leaders, in particlar, embedding the role within vale streams to ensre improvement in client, partner and employee sentiment.

Condcting thorogh investigations to identify the nderlying cases of recrring incidents, tilizing data analysis and collaboration with technical teams.

Effectively managing and commnicating known Errors, ensring that spporting work-aronds are docmented as knowledge and commnicated to all relevant spport channels.

Providing gidance on drafting of RCA's and CAR reports to ensre they are clear, easy to nderstand and have associated action plans.

Ensring effective follow-p on RCA reports to ensre that Identified actions are recorded as problems where appropriate and managed via the problem process to prevent recrrence. Ensring that the root cases of complex isses are analysed and escalated to the resolving teams to ensre timely resoltion.

Overseeing and managing of actions from RCA's and CAR's to ensre 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 ensre that projects and changes are implemented with consideration to the on-going spport reqirements of falts and KEs

Working closely with incident management, Technology Change Management, and other IT teams to gather information for analysis.

Working with Vale Stream Leaders, Bsiness Owners, Service Owners and Technology teams relevant teams to develop and implement permanent soltions to address identified root cases, inclding deploying software patches and pdating configrations.

Keeping stakeholders informed abot the stats of problems and resoltions, ensring transparency throghot the process.

Monitoring the effectiveness of implemented soltions and seek ways to improve problem management processes to redce ftre incidents.

Abot yo:



We're looking for an experienced Problem Analyst who will operate within the ITIL framework, focsing on investigating patterns, analysing trends, and implementing soltions that transform recrring incidents into resolved problems to ensre that Technology Services remain stable, reliable, and aligned with bsiness 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 cases, assess trends and spport effective problem resoltion.

Experience handling incidents and problems in a live operational environment, spporting remediation and preventing recrrence.

Excellent commnication skills, able to clearly articlate isses, findings and recommendations to both technical and non-technical stakeholders.

Strong organisational skills and attention to detail, with the ability to manage mltiple isses and maintain accrate docmentation and records.

Ability to work nder pressre, manage competing priorities and spport escalations within a fast-paced environment.

Desirable criteria:

nderstanding of wider ITSM processes sch as incident, change and release management, and how they interact with problem management.

Exposre to reporting and trend analysis, with experience sing data to identify recrring isses and improvement opportnities.

Awareness of financial services or reglated environments and associated risk, governance and control reqirements.

What's in it for yo?




We reward yofor the work yo do, whether that's throgh or discretionary annal bons scheme that reflects bothpersonal and company performance, competitive annal leave allowance (8 dayspls bank holidays, with the option to prchase an additional 5 days), oronline rewards platform with a variety of disconts.

We also havebenefits to spport whatever stage of life yo are in, inclding:

Competitive parental leave (6 weeks fll pay)

Private medical insrance (optional taxable benefit)

1% non-contribtory pension (increasing with length of service)

Reasonable Adjstments We're an eqalopportnities employer and want to ensre or recritment process is accessibleand inclsive for all, if yo reqire reasonable adjstment(s) at any stageplease let s know by emailing s at careers@sjp.co.k

Research tells sthat applicants (especially those from nderrepresented grops) can be pt offfrom applying for a role if they do not meet all the criteria or have been onan extended career-break. If yo think yo wold be a good match for this role andcan demonstrate some transferable experience please apply, regardless ofwhether yo tick every box.




What's next?



If yo're excitedabot this role and believe yo have the skills and experience we're lookingfor, we'd love to hear from yo! Please sbmit an application by clicking'apply' below and or team will be in toch.

As a bsinessreglated by the FCA we wold advise yo to familiarise yorself with thecondct reglations and in particlar consmer dty obligations prior to aninterview with SJP.