Problem Analyst

JD - Problem Analyst Job Description - Problem Analyst Essential Responsibilities: o Perform root cause analysis (RCA) for cases in scope, and for more serious cases; chair post incident reviews (PIRs) and document for senior management. o To ensure the quality of services and the execution of all processes are performed according to established global standards. o Track and publish problem data to ensure problems are resolved quickly and effectively. o Instigate forums with appropriate groups to conduct and drive Root Cause Analysis of service affecting problems, ensuring actions are delivered within agreed timescales. o Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the 'Trend Analysis' process. o Liaise with internal customers and stakeholders to determine root cause and drive problem elimination. o Establish strong working relationships with Global Infrastructure and Regional Service Managers and wider business stakeholders to drive service improvement. o Perform ad-hoc investigations into other processes and data sources and advise with recommendations for improvements. Qualifications: REQUIRED Skills and Experience (must have) (include associated number of years): o 3+ Experience in an IT service management or operations role within a Global Organization. o Good knowledge of MS-Windows OS, MS-Office, Reporting tools. o Logical with strong analytical skills o Strong statistical knowledge and data mining technique o Excellent English language skills - understanding, speaking and writing PREFERRED Skills and Experience: o ITIL knowledge and understanding of Incident and Problem Management processes. Education / Certifications: o Bachelor's Degree or higher in IT or Statistical related field. We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career. We maximise each employee's potential through personal development and through a wide range of learning tools both formal and informal. We believe that remunerating our people with competitive salaries and a range of attractive benefits such as: 25 days' holiday per year 1 additional day off for your Birthday Annual wellness allowance Share Purchase Plan Medical Health Insurance Medical Subscription (preventive medical services) Dental Coverage Life insurance Pillar 3 Private Pension Meal Vouchers Flexible Benefits Bookster Volunteering Events Team Buildings

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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