Problem Analyst

Job Description

Location Hybrid working with occasional visit to an Arqiva office (Winchester, London, Huddersfield) as and when required

We offer

• Up to £38,000 salary
• 6% pension contribution
• Private Medical
• 25 days annual leave
• Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance
• Work. Life. Smarter. Our commitment to a flexible and hybrid working culture
  
  

The Role

The Problem Analyst role ensures effective and efficient execution of the Problem Management process supporting energy, water and media customers, products, and services. The role requires ownership of problems and strong collaboration with technical teams and suppliers to find root cause and drive permanent fix and continual improvement(s). Key emphasis is on improving the operational landscape and managing problem records throughout their life cycle in compliance with process requirements to ensure process outcomes and goals are realised.

Accountabilities

• Ensure effective and efficient execution of the Problem Management processes across Operations supporting Arqiva customers, products and services.
• Take ownership of problem activity across all environments, working with technical teams, customers and suppliers to find root cause and drive permanent fix.
• Contribute to the development of ITIL processes within Arqiva, aligned to the FutureFit programme and Arqiva's transformation activity.
• Create internal and external records that track problems with related configuration items to build the full picture of affected services.
• Ensure that all problem records are managed effectively throughout their lifecycle to provide required audit trails.
• Collaborate with internal and external stakeholders to ensure timely submission of problems, adhering to the appropriate customer lead times.
• Work closely with customers, suppliers, technical support groups, specialists and business stakeholders to ensure the quality of captured information meets the requirements to support problem investigation and root cause analysis.
• Provide a point of contact for day-to-day problem-related queries from the functions within Arqiva
• Provide reporting and communication to relevant stakeholders at a frequency appropriate to adhere to agreed process.
• Produce reports to show performance measures on the effectiveness and efficiency of the processes to support Continual Improvement.
• Provide ad hoc support to other service operations teams as appropriate and agreed by management.
• Ensure current systems are exploited to their maximum potential and contribute to the requirements, configuration and testing of new systems
  
  

Qualifications

• ITIL v3 or ITIL4 Foundation certificate
  
  

Required Expertise

• Significant experience operating a problem management process
• Track record of relationship building across multiple teams and technical capabilities
  
  

Required Technical / Professional Skillset(s

• Proficient in Problem Management process and methodologies
• Working knowledge of the management of information and communications technology
  
  

Why join Arqiva? We are the undisputed leader in UK TV and radio broadcast and the UK’s leading Smart utilities platform. This means we have a strong heritage and foundation for future growth for you to grow your career with us.

Our journey is to transition global media distribution to cloud solutions, where we aim to double our revenue and continue to grow by being an innovator of scalable solutions for new connectivity sectors. We have opportunities in new technology applications and products, you will have opportunities to learn and develop with us. 

Inclusive Arqiva ….Our networks include our Diversity Ambassadors, Eldercare, Spectrum, Working Families, Pride, Veterans and Inspiring Women – join and contribute to our active networks!

Your wellbeing…. Our wellbeing mission is to help our people to be the best version of themselves at work and still have the time and energy to live a full life outside of work. 

Our focus for 2025 is to Win, Grow, Go Faster – find out more, contact us and apply!