Role summary

BAE Systems Applied Intelligence have an exciting opportunity for a Service Analyst specialising in Problem Management, working closely with one of our valued customers. The key purpose of the role includes:

• Govern all problem management activity
• Assure problem management SLAs
• Provide escalation route for failing and poorly trending SLAs
• Ensure Customer Satisfaction (CSAT) targets are met where problem management factors
• Instigate and manage Proactive and Reactive Problems to prevent or remediate failures
• Perform high level analysis of incidents to identify areas for focus and potential problem tickets
• Attend Daily, Weekly and Monthly Service Reviews representing Problem Management
• Communicate Problem Management performance to the wider organisation

This role is based at Hanslope Park, Milton Keynes, however may be predominantly home based with travel to the office as needed, on average once per one to two weeks.

What you'll be doing

The core duties of the role include:

• Monitor and manage the day to day problem trends and activities to ensure SLAs are being met and focus is placed on the right areas to maintain high performance of supplier Problem Management.
• Manage and escalate remedial activities through formal and informal routes to ensure failing areas are able to meet targets within an acceptable timeframe.
• Work closely with Service Desk(s), Resolving Functions, Service Delivery, Service Operations and the Customer to ensure the correct balance is maintained across all Problem Management SLAs and that Customer Satisfaction targets are met.
• Attend Daily Service Reviews to manage daily priorities and provide focal point for Problem Management to accept escalations and priorities.
• Attend Weekly Service Reviews to manage extended priorities and provide focal point for Problem Management to accept escalations and priorities.
• Attend Monthly Service Reviews to report on performance of Problem Management service improvement plans and initiatives.
• Perform detailed analysis of incidents and/or CSAT information where required to determine problem management activities required.
• Govern supplier analysis of incidents to ensure trends, hotspots and areas requiring focus are being detected and action is being taken.

What we're looking for

The key skills and experience required for the role are:

• Strong communication skills: oral, written, presentation, facilitation
• Technical understanding with ability to translate into business impact and prioritise accordingly
• ITIL lifecycle experience (particularly Operations)
• Extensive knowledge of IT Industry from Enterprise perspective
• Confident communication & service excellence skills
• Broad knowledge of Customer organisation and priorities
• Experience in a service desk environment with team leader or management duties.

Life at BAE Systems Applied Intelligence

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day. By embracing technology, we can interact, collaborate and create together, even when we're working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance wellbeing.

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential.

About BAE Systems Applied Intelligence

We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.

Division overview: Corporate Functions

At BAE Systems Applied Intelligence, we pride ourselves in being a leader in the cyber defence industry, and the business could not operate without all the dedicated work of our Corporate Functions teams. From Finance & Operations through Communications & Marketing, to HR and Site Operations and more, our Corporate Functions enable our divisions to implement ground-breaking digital transformations and crucial defence software.

As part of Corporate Functions, you will be supporting and partnering with our global business from the backline, being a strategic advisor within your specialist area, and ensuring the business runs smoothly and efficiently. We all have a role to play in defending our clients; and this is yours.