Senior Problem Analyst

Job Req ID: 28990

Posting Date: 24 Apr 2024

Function: Infrastructure

Unit: Networks

Location: Assembly, Bristol, United Kingdom

Salary: Competitive with Great Benefits

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Why this job matters

The Service Management Practice are responsible for overseeing the delivery and operation of our services to our customer base across Mobile, IPTV and Media & Broadcast. The function is responsible for driving simplification of our operating model through process and tooling standardisation.

The Service Operations Professional role is responsible for the management of technical problems so that their impact to our customers is minimised and that root cause is identified and removed enabling us to maintain the quality and stability of key services delivered by the Service Management Practice.

The role is also responsible for leading and facilitating reviews into service failures that have had impact on transformational initiatives for the Service Operations function, acting as a change agent to constantly evolve the function and ensuring key stakeholders are actively engaging in the process.

What you'll be doing

• Acting as a subject matter expert for agreed ITIL function activities managed within the Service Management Practice to ensure that they run smoothly to reduce impact to customers and restore service quickly.
• Mobilising and facilitating virtual teams of subject matter experts from across Service Platform Operations and the wider Technology organisation to reactively and proactively investigate and resolve problems that are impacting our services.
• Providing a Service Assurance capability for Service Platform Operations ensuring that key outsourced Problem Management activities are delivered in line with business and contractual expectations.
• Responsible for supporting or leading on transformational workstreams, initiatives and projects for the Service Operations function, acting as a change agent to drive continual improvement
• Supporting the development, operation and continual improvement of Service Operations strategy

Skill and Experience

• Excellent communication and stakeholder management skills, including ability to chair/lead meetings
• Strong analytical skills, being able to break down issues into smaller, more manageable parts to help evaluate the problem and make decisions.
• Time Management. Able to manage your time effectively whilst juggling multiple activities and commitments.
• Adaptability. Able to adapt and be flexible in a fast-paced environment where business needs are evolving
• Ability to collect and analyse data to identify trends.
• Transformation and change: skills to lead and support transformational change relating to the ITIL area
• Process expert: expert within ITIL area, able to provide expertise around best practice
• Senior influencer: must be able to engage, influence and ‘sell' the function across all levels of BT
• Improvement focus: skills to analyse, question and challenge the way things are done to optimise processes and deliver excellent outcomes for customers and the business
• Issue management: ability to drive the diagnosis of issues, incidents and problems, and the implementation of solutions to minimise their impact and prevent reoccurrence
• Experience or understanding of an ITIL function, preferably Problem Management, in a large technology company.
• Experience of working within an operational environment, with constantly changing timescales and requirements
• Experience of working collaboratively and effectively with colleagues at all levels of seniority

Benefits

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100's of retail discounts including the BT shop

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.