AMS PSR

On behalf of Network Rail, we are looking for an IT Problem & Incident Analyst for a 12 Month (Inside IR35) contract based Hybrid in Manchester.

Join Network Rail’s Digital Data and Technology team to lead investigations into major IT incidents and problems. You’ll Identify, diagnose and eliminate IT incidents that could adversely impact the reputation of the organisation, using the problem management process from the point of detection to permanent resolution. You’ll drive and implement solutions, maintain effective stakeholder communication and minimise the impact of incidents that cannot be prevented.

As an IT Problem & Incident Analyst your main responsibilities will be to:

• Forge root cause investigations across Network Rail, its Partners and Suppliers arising from serious IT Incidents.
• Analyse incident data to identify trends and improvement opportunities; develop insights and recommendations to enhance technology performance and user experience.
• Identify and collaborate with the relevant subject matter experts and ITIL functions to uncover root cause analysis and problem resolution.
• Develop and monitor corrective action plans in liaison with the Service Desk, Configuration and Change Management functions confirming that the problem has been resolved.
• Communicate effectively with key stakeholders regarding system/service status to minimise disruption across Network Rail and the wider rail industry.
• Develop and produce management information to highlight problem trends and service issues for Support Managers.
• Review other requests for information and new investigations when received or escalated to the Problem Management team; evaluating benefits against resource, priority and establish next steps.
• Build strong peer-to-peer relationships within Digital Data and Technology and with Suppliers, ensuring effective communication and escalation of performance issues are documented.

Essential: 

• Foundation Certificate in IT Service Management (ITIL).
• Excellent data analysis and problem solving skills.
• Ability to take ownership and solve problems independently.
• Capable of absorbing data from various sources and making accurate judgment based decisions.
• Skilled in the use of incident and problem management tools for the recording, progressing and reporting incidents.
• Proficient in Problem Management and the use of appropriate tools.
• Strong communication skills (oral & written), including the ability to translate technical issues for non-technical audiences.
• Organised, proactive and deadline-driven.
• Effective team player with the ability to influence senior managers.

Desirable:

• Practitioner Certificate in IT Service Management: Problem Management
• Proficient in Time Management techniques
• Knowledge of Service Management disciplines within the IT arena
• Experience in operational excellence or Lean Six Sigma methodologies

Please be aware that this role can only be worked within the UK and not Overseas.

Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.

Disability Confident

As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".