The Problem Analyst role focuses on retail and online gaming product quality and has the key objectives of reducing operational burden & cost and improving product stability & availability. This is achieved through a combination of data interrogation, fault reproduction, root cause analysis whilst fostering strong relationships across a spectrum of internal and external contacts. The successful candidate will work closely with product management, platform & content development and product operations as well as account management and customers so the key is in being able to bridge the language and understanding gap between technical and commercial people.

Responsibilities:
• Managing escalated incidents through the 4 phases of Problem Management:
o Problem Recognition – impact/frequency
o Problem Investigation – root cause analysis
o Problem Resolution – temporary work arounds and full solutions
o Problem Closure – confirmation of quality correction
• Internal and external service data and component repair trend analysis.
• Use of that data to positively influence business decision making through clear and compelling explanation both verbally and through various presentation media.
• Maintain close relationships with internal and external support groups, customers and suppliers acting as a product support champion.
• Provide expert assistance during live incident management.
• Assist in product trials offering expert advice on new product / component quality.
• Predominantly a software focused role but aspects of the mechanical performance of our products can be equally important.

Required Skills:
• Very strong written and verbal communication skills
• Strong data interpretation, analytical and presentation skills
• High-level of general IT knowledge
• Methodical and logical approach to problem solving
• Tenacious, inquisitive and results driven

Desirable Skills:
• Experience in Programming (Perl, Java, C/C++)
• Familiarity with Linux, SSH and shell command line
• Familiarity with network technologies (DNS, DHCP, TCP/IP)
• Familiarity with database systems and SQL
• Ability to lead problem investigations and communicate with a variety of audiences

Salary – £28,000 – £32,000 per annum depending on skills/experience.

To apply for this job please visit inspiredcareers.secure.force.com.