Problem Analyst Birmingham, England
Job description
Operate
Be it support with regulation, risk or compliance, Operate delivers. Human-led and tech-powered, it is the backbone of PwC’s unique approach to operational delivery - Execution Managed Services. Harnessing the power of tech and data, we work with some of the most recognisable organisations worldwide, wherever they need us to be. We deliver sustained outcomes through our managed solutions, as well as transforming and running complex operational processes that often create challenges or hinder client progress. Underpinning all of this is our commitment to ensuring our people are equipped with tomorrow's skills to drive success for our clients today.
About the team
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
Not the role for you?
Did you know PwC offers flexible career arrangements and contract work? Learn more.
The skills we look for
In addition to our global framework, the PwC Professional, there are a number of key Operate behaviours you'll be evaluated against during our assessment process. You can read about these here.
The Deal
‘The Deal’, our firmwide Employee Value Proposition’ empowers our people to be the best they can be. Learn more.
Our commitment to you
We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PwC. Learn more.
Automated decision making
Some elements of our application process may utilise automated decision making. This will be based on responses on your application form or from your assessment test results. For more information please see our privacy statement.
