Incident and Problem Analyst

An Incident and Problem Analyst is required for an initial 18 month role with British Transport Police (BTP) based in Camden, London.

BTP is the national police Force for Britain’s rail network. Every day we ensure the safety and security of over six million passengers and railway staff throughout England, Scotland and Wales. As Incident and Problem Analyst with BTP you will support the Incident and Problem Manager in addressing and communicating major and impacting incidents, including classification, prioritisation and capture of information.

Key responsibilities include:

• To compile incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. Undertake impact analysis and also post incident review.
• Carry our problem analysis by collaborating with staff across the department
• Run structured ITIL process in line with any incidents and problems, producing defined documentation.
• Provide Incident and problem information for management reporting.

Requirements include:

• Professional qualifications or significant business experience in IT Service Management, for example ITIL foundation qualification.
• Incident or Problem experience in service desk or analytical role.
• Experience of using ITSM toolset i.e. HP SAW, Service Now or Remedy.

In return for your experience, we can offer you:

• Salary up to £29,931.23 (£25,707.23 + £2,495 + a SFIA supplement of up to £1,729 depending on skills and experience)
• 28 days annual leave plus bank holidays
• Final salary pension
• Various salary sacrifice schemes (cycle to work/childcare) and retail discounts

We want our organisation to be as diverse as the community it serves so we welcome applicants from all sections of the community. You must have the right to remain and work in the UK and you must tell us about any previous convictions or cautions including any deemed as 'spent'. These will not necessarily exclude you from employment but they must be declared at the point of application.

Candidates internal to BTP must confirm that they are not subject to formal action plans for sickness/complaints/discipline or poor performance, that all mandatory training courses have been attended and are in ticket/up to date, that a ‘Competent’ rating, or above, was achieved on the last reporting year PDR and they have completed their tenure period (6 months) for current substantive posting.