Junior Problem Manager in England, United Kingdom

at Atkins

Information Technology and Services
Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

Atkins are recruiting for a Junior Problem Manager to join the Group IS Problem Management team, part of the Service Support team based in Leatherhead. The role reports to the Incident and Problem Management team lead whose responsibilities cover both the Group IS Service Desk and Problem Management.  


The Problem Management team consists of a Problem Manager and this position, both supported by the Incident and Problem Management team lead.  The team is responsible for Problem Management (Reactive & Proactive) following ITIL framework best practice and also for Service Level Management Reporting & Trending globally.


  • Work alongside Incident Management process to ensure Problems raised meet set criteria and are logged correctly
  • Prioritise and investigate Problems, according to severity, through to resolution or error identification
  • Carry out proactive Problem Management using trend analysis techniques
  • Advise the Group IS Service Desk and Service Delivery teams on the best available workarounds for Incidents related to unresolved Problems and Known Errors
  • Raise and monitor Change Requests to clear Known Errors
  • Manage the internal Group IS Knowledgebase and associated process
  • Monitor progress on the resolution of Known Errors, Problems, related Incidents and Knowledgebase articles
  • Provide trend analysis reports on Customer Satisfaction
  • Support the PLR (Product Line Review) process
  • Support the KPI (Key Performance Indicator) reporting process


Requirements  and Qualifications

  • ITIL v3 Foundation (Desirable)
  • ITIL v3 Problem Management (Desirable)

  Essential Criteria

  • Excellent customer service and verbal communication skills
  • Some experience of working within a problem management or incident management team
  • An understanding of IT Service Management (following ITIL standards) and best practice
  • Solid written ability
  • Analytical mindset
  • Experience of Windows 7 and Microsoft Office Applications (especially Excel)
  • Williness and interest in providing support to operational teams around problem identification and resolution

  Desirable Criteria

  • Experience of IT Work Management Systems (ServiceNow)
  • Experience of using monitoring / benchmarking tools
  • Experience of working within a large multi-national and multi-cultural IT environment
  • Report writing skills

The Individual  

  • Process driven and self motivated team player
  • Analytical mindset with a methodical approach and ability to understand the structure of technical issues at a high level
  • Tenacity to contact multiple people to assimilate information
  • Communicative personality with clear and concise verbal communication skills, ability to discuss technical issues with operational staff and clearly summarise for senior management
  • Interpersonal skill to liaise and work with multiple teams, both internal and external to the IT department
  • Good written skills (including report writing)
  • Personal presence and strong character (or potential to develop)
  • Persistent approach to influencing teams to address Problems in a timely manner
  Apply Now

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