Problem Analyst

Operate Digital is the central function that creates and runs technology. We also transform the way our clients use technology in delivering assets to our clients across a wide range of business processes. Working with industry leading, alliance partners across architecture, development, and multiple other technologies, we interact with all technology platforms and provide tangible technology delivery at scale.

Skills and Experience

• Experience of working for an IT Service/Managed Services Provider ideally delivering critical application support and management

• Experience and thorough knowledge of ITIL v4 including certification

• You will have demonstrable knowledge and experience acting as an ITIL Problem Analyst or Problem Manager, preferably in a multi-supplier SIAM environment

• Expert knowledge of service management tooling, preferably ServiceNow

• Able to work in a multicultural environment, across different countries whether that be with other PwC firms or Clients with stakeholders worldwide

• You will be keen to learn, proactive and have good analytical skills in problem solving

• Have a passion for driving customer experience

• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels

About the Role

An ITIL Problem Analyst is required to join the Service Management Office function within PwC Operate Digital with responsibility for supporting the Problem Manager for our external clients.

Key Responsibilities

• Monitoring the ensure adherence, efficiency, effectiveness and momentum

• Capturing all process exceptions and recording corrective action plans including where Problem Management has been used incorrectly

• Providing insight and analysis to ensure meaningful management information can be provided

• Proposing enhancements to the process

• Providing ongoing training and guidance to delivery teams on the Problem Management process