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# Incident & Problem Analyst

- **Company:** Yorkshire Building Society
- **Location:** Bradford, UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, Servicenow
- **Published:** September 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8a396f83d73c810f

## About the Role

What will you bring to the role?

 * An understanding of Service Management principles and disciplines, based on ITIL best practice
 * Preferred experience of working with IT Service Management tools (e.g. ServiceNow) and maintaining high-quality service records
 * Ability to demonstrate problem solving and analytical skills within a dynamic business environment
 * Strong communicator with an analytical approach able to translate data into meaningful findings
 * Work as a team with minimal supervision and prioritise own work effectively
 * Work with internal support teams and 3rd party service providers to improve service

## Description

As Incident & Problem Analyst, you will -

 * Identify potential problems by constantly reviewing support requests and performing trend analysis
 * Support the Incident & Problem Management strategy to ensure that Incident & Problem Management processes continue to support the business and align to best practices.
 * Ensure records are kept up to date for Incidents & Problems and Changes are raised where appropriate for resolution activities
 * Engage with stakeholders, partners and specialists to ensure Incident & Problems are correct and managed effectively and efficiently
 * Determine whether new incidents are related to known errors or existing problem records and ensure the relationship exists in the Service Management application
 * Engage with resolver groups to ensure timely root cause of investigation and fix implementation
 * Provide 24/7 support to the Major Incident Manager for the management of out-of-hours major incidents, as required
 * Support the coordination of Major Incidents, including creation of incident timelines, stakeholder communications, post-incident reviews and reporting activities
 * Ensure that the Colleague Service Desk is fully aware of all workarounds in place for incidents by updating relevant records and communicating with Colleague Service Desk Analysts
 * Monitor progress on the resolution of Known Errors and advising on available workarounds for incidents
 * Support the production of defined metrics and key performance indicators and ensure that Incident & Problem Management reporting is of a high quality and delivered within agreed timelines
 * Review problem data and confirm correct classifications, impact statement and prioritisation
 * Ensure that root cause and trend analysis is carried out effectively to reduce the number of recurring incident
 * Identify opportunities to improve Incident and Problem Management processes, controls and reporting, driving continual service improvement