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Problem & CI Analyst

Job Title: Problem & CI Analyst
Contract Type: Permanent
Location: Reading, Berkshire
Salary: Negotiable
REF: P&CI/ P/DP_1634648689
Contact Name: Deepthi Praveen
Contact Email:
Job Published: about 2 months ago

Job Description

Problem & CI Analyst

Permanent Position

Great opportunity to work as Problem & CI Analyst for a high profile , well-loved brand within the telecoms sector that also offers flexible working from the Berkshire based office when everything gets back to normal.

  • Analysing all available data sources to support the assurance of Problem Management and CI Services with insight to create proposals for continuous improvement.
  • Prepare Problem Management target review data
  • Integrity checking of Supplier reporting of Problems, Repeat Offenders, Risks, Cis and any other initiatives in progress
  • Provide analytical assistance in assuring the MSP are providing the problem management & CI services and supporting process as outlined in the contract and service operations manual
  • Proactively identify opportunities through data analytics to enhance the MSP problem management & CSI service effectiveness and quality of problem & CSI outcomes delivered to Shareholders
  • Provide proactive trend analysis of services and historical incident data to help eliminate incidents before they occur (within and beyond the MSP's control), whilst collaborating with MSP/Shareholder problem teams. This includes analysis of Incident Reports using Remedy data (or equivalent Service Management tooling)

Requirements to be successful in this role:

  • ITIL foundation certification (V3 or V4)
  • Experience in statistical analysis, utilising tools such as PowerBI and/or Tableau
  • Experience of cross-functional working and the ability to demonstrate a collaborative approach with regards to building key relationships across the business and with external partners
  • Strong influencing skills across all levels of business
  • Understanding of ITIL based processes in a telecoms or operations environment including incident management, problem management, change management and CSI.

**If interested, and to have detailed discussion please drop your CV to**

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