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Excited to grow your career?
Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
About the role
An exciting opportunity has arisen to join our Service Assurance team as an IT Incident Analyst. You will drive the adoption of the Incident Management process by ensuring incidents are resolved within agreed SLAs, providing incident reports and escalating any incidents that are critical in nature. The Incident Analyst will the perform daily management of the incident backlog through the effective collaboration with the Service Desk and resolver teams. This role will help develop a centralised information repository to enable the efficient identification and resolution of incidents across all priorities when they occur.
What you'll be doing
- Management of the incident backlog, ensuring incidents are resolved within agreed SLAs.
- Analyse incident data to identify trends and opportunities for improvement.
- Ensure the quality of incident data meets specified requirements.
- Point of contact for functional & hierarchical escalations.
- Participate in the on-call rota to cover major incidents that occur out of hours.
- Support the Incident Manager during major incidents by providing business updates, performing major incident reviews and completing incident reports.
- Work with the Problem Management team investigating root causes of incidents and providing workarounds and permanent resolutions.
- Work with the Change Management team controlling changes needed to resolve incidents and minimizing incidents caused by change.
About you
- Prior experience in Incident Management or a Service Desk environment, with an understanding of Incident Management Processes and Procedures.
- Proven experience as agent/Incident Mgt in ServiceNow ITSM tooling.
- Strong oral and written communication skills and excellent attention to detail.
- Capable of communicating to technical and non-technical staff at all levels, excellent interpersonal skills.
- Self-motivated and persistent with a desire to learn new skills and ways of working.
- Able to work under pressure under tight time scales.
- Demonstrate a solid analytical and lateral thinking skills.
- Foundational qualification in ITIL® or COBIT (desirable).
- Previous experience working within an agile environment (desirable).
Interview process
This will be a one-stage interview process consisting of competency and behavioural questions.
Working Schedule
We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a flexible working pattern to enable you the option of working from home and coming into the office.
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
- Discretionary annual bonus* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Sharesave scheme - have a real stake in HL's future
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
*dependant on role level
** only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
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