Incident Management Senior Analyst - 4948

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We're looking for an Incident Management Senior Analyst to join our IT Service Management team. In this role, you'll be the key person guiding the resolution of critical incidents, ensuring smooth communication across teams, and helping restore services quickly. You'll also play a big part in analyzing incident trends, improving processes, and working closely with others to prevent future issues. If you're passionate about finding solutions and want to be part of a team where your contributions truly make a difference, we'd be excited to welcome you aboard!

Why Cambridge?

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start PursuingPotential from day one.

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

What can you get from Cambridge?

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.

What will you do as an IT Incident Management Senior Analyst?

As an Incident Management Senior Analyst, your primary role is to manage and resolve critical business incidents effectively. Key responsibilities include :

• Incident Management & Coordination : Lead and coordinate the resolution of major incidents, ensuring prompt service restoration and clear stakeholder communication.
• Process Improvement : Continuously enhance incident management processes to improve efficiency and address any gaps.
• Communication & Documentation : Provide timely updates during incidents and produce detailed reports, ensuring all procedures are well-documented.
• Collaboration & Escalation : Collaborate with various ITSM teams, such as Service Desk and Change Management, and manage escalations as needed to maintain adherence to incident management protocols.

What makes you the ideal candidate in this role?

To succeed in this role, you will ideally have :

If you are excited about working in a dynamic and evolving environment, dedicated to ensuring reliable IT services, and eager to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners, we invite you to pursue your potential with us.

Please review the attached job description for further details on the role.