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ITIL Process Specialist

  • Location

    Newbury

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    WRT-2021-05-11-3B27C2BBFACE

  • Published:

    1 day ago

  • Expiry date:

    2021-10-07

  • Client:

    Vodafone

Job Description

Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.

Vodafone UK IT is the intelligence, the platforms and tools that enable our products and services. Be part of the team that develops and runs our digital IT platforms, driving innovation in how we deliver to our customers and the rest of the business.

What will you be doing?

In this role you will work alongside a team of IT problem specialists across the business following and inputting into standards, processes and procedures that support a consistent approach to Problem Management. The role will work closely within the Service function through effective problem management, identification of problems and management of problems through to resolution. Working with product owners to prioritise problem investigation and defect analysis to reduce reoccurring incidents.

Who are we looking for?

  • Bringing together root-cause analysis and organisational skills to investigate, identify and analyse the root-cause of IT service failures, and, in conjunction with subject matter experts, identify the activities & requirements necessary to prevent a recurrence of those incidents.

  • Responsibility for leading and conducting the Problem Management processes for IT major incidents impacting agents, customer experience and internal customers. You are a custodian of all process, policy and working practices used in Problem Management for all services provided by IT operations and will form a working relationship with business improvement and wider business and network / group operational teams to ensure continuous high performance and improvement.

  • Ensuring that Problems (proactive and reactive) are diagnosed, logged and escalated appropriately and consistently, including monitoring triage progress and co-ordinating triages to get to Root Cause and Eradication across teams.

  • Ensuring data quality in problem recording and accurate up-to-date information reflected on problem status. Ensuring that problems are appropriately categorised for nature and scale of impact, and that severity and priority are appropriately established.

  • Producing accurate statistical reporting for Problem Management and deliver to appropriate stakeholders within agreed timescales including priority problems and trend analysis and potential business risks associated to problems.

Employer Description

At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference., An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

Together we can