Problem Management Analyst


Information Technology
Malmesbury - United Kingdom


Reporting to the Global Problem Manager, you will assist with the management and governance of the Dyson global Problem Management process across all areas of Dyson IT.


  • Assisting the Problem Manager to define the problem management principles, processes and procedures;
  • Continuously improve problem management analysis and reporting; enforce and actively promote the problem management process and best practice across Dyson IT globally ·
  • Working alongside the Problem Manager and with team leads and third parties, assisting with the identification, classification and prioritisation of problems · 
  • Identifying the root cause, actions required to resolve a problem and eliminating recurring incidents 
  • Ensuring resolutions are implemented through the change management process 
  • Produce regular and ad hoc problem management reports, ensuring that the information is delivered within agreed timescales 
  • Providing support and guidance and training to internal customers of the problem management function, ensuring that strong relationships are built 


  • Good understanding of technology and process optimization techniques e.g. standardisation, consolidation, simplification and automation and an appetite for continuous improvement. 
  • Strong knowledge of ITIL Problem Management Knowledge of ITIL Incident and Change Management Understanding of project lifecycle stages 
  • Knowledge of IT service desk tools ideally ServiceNow ITIL v3 trained
  • A natural problem solver 
  • Ability to effectively assist in the communication of Problem Management policies and processes 


  • 27 days holiday plus eight statutory bank holidays 
  • Pension scheme 
  • Performance related bonus
  • Life assurance 
  • Sports centre 
  • Free on-site parking 
  • Lift share scheme 
  • Subsidised café and restaurants
  • Discount on Dyson machines

Posted: 03 October 2018