We are looking for a Problem Analyst who will be part of a team managing the full lifecycle of all major IT incidents and problems. You will be responsible for the ownership, ongoing improvements and execution of our problem management processes and form part of the IT Service Management (ITSM) function, delivering value across the lifecycle of IT services, from creation to management and upkeep.
Reporting to the Manager – Problem Management, as part of your day to day activities you will work towards resolving underlying issues through collaboration and data analysis, ensuring all problem records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately through to completion, combined with proactive communication and stakeholder engagement.
You will champion, provide guidance, support and train IT teams to ensure problems are managed in accordance with agreed processes and procedures, ensuring a collective focus on reducing both the impact and volume of repeat incidents through investigation, identification and completion of all corrective actions.
You will continuously engage with the incident management teams and conduct post-mortem meetings to diagnose the root cause of incidents, acting also as gatekeepers so that their resolution adheres to the appropriate control procedures of Change and Release Management. As part of the overall ITSM team, you will work together as a group to apply problem analysis techniques to enable trending and analysis of incidents for both pro-active and re-active problem management and to ensure that IT services availability and quality are increased
As part of the problem management team you will also contribute to the ongoing maintenance and management of our internal Knowledge Base and Known Error Database ensuring all relevant details of the problem are recorded and full historic records exist.
You will have the opportunity to get involved in a huge breadth of dynamic projects and initiatives whilst also helping to build and grow our ITSM function within the organization. We are looking for experienced and highly skilled candidates who will thrive in an exciting, friendly and vibrant workplace where you can realize your potential and do amazing work. Careers here mean the freedom and support you need to make an impact – pushing boundaries and creating solutions.
Our experience-based salaries are competitive. Plus, there’s a discretionary annual performance bonus.
Your package will include:
If you’re what we’re looking for, next up will be a phone interview. And if that goes well, we’ll meet you for a face-to-face interview.
PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.
We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.
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