Global Incident and Problem Management Analyst

Join us at Barclays as a Global Incident and Problem Governance Analyst within Group Technology Service Management (GTSM), where you will play a key role in strengthening operational resilience through robust governance and risk oversight. This role is focused on designing, embedding, and continuously improving controls across incident and problem processes. You will be responsible for measuring business unit performance against defined governance standards, identifying control gaps, and driving accountability through data-led insights and reporting.

As part of a globally distributed team, you will also contribute to the strategic enhancement of ServiceNow workflows and reporting capabilities—ensuring the platform supports effective governance, audit readiness, and continuous service improvement. This is a high-impact role that offers the opportunity to shape enterprise-wide practices and influence senior stakeholders across the technology organisation.

To Be Successful In This Role, You Should Have

• Hands-on experience with ServiceNow, particularly in modules related to Incident and Problem Management.
• Experience in root cause analysis, trend identification, or data-driven decision-making.
• Effective communication and presentation skills.
  
  
  

Additional Skills Include

• Time management
• Attention to detail
  
  
  

You may be assessed on key critical skills relevant for success in role, such as risk and controls, communication skills and interaction with a diverse range of stakeholders, as well as job-specific technical skills .

This role is based out of our office in Knutsford.

Purpose of the role

To collaborate with technology teams to optimise and improve the IT service management processes involved in the delivery and support of technology services to meet the needs of the bank.

Accountabilities

• Development, implementation and maintenance of IT service processes, activities, delivery, and staff for a large IT function, aligned to the banks objectives, industry standards and best practice.
• Communication of all process changes and improvements to relevant stakeholders, ensuring buy-in and adherence, through the development of reports and performance metrics, to support the decision-making process.
• Development of KPIs and analysis of data from various sources to enhance the effectiveness and efficiency of the current delivery processes and support the identification of improvement areas within the IT service delivery processes.
• Collaboration with the bank to assess their needs and the technology team to understand their capabilities to provide an efficient and effective service delivery processes aligned with banks goals and regulatory requirements.
• Development of detailed documentation of IT service management processes to support the consistency and repeatability of service delivery.
• Provision of training and education to IT staff and stakeholders on new or revised IT service management processes and best practices.
• Identification and management of risk and control issues pertaining to the Technology Standards and processes.
  
  
  

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.
  
  
  

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.