SIAM Problem Analyst

About the job you’re considering

The SIAM Problem Analyst is accountable for identifying, analysing, and managing problems across a complex multi-supplier environment to reduce the impact and recurrence of service disruptions. The role is outcome-focused, ensuring that underlying causes of incidents are investigated and addressed through effective supplier governance, collaboration, and service integration. The Problem Analyst will drive root cause analysis, coordinate permanent resolutions, and maintain oversight of problem records while ensuring suppliers meet their problem management obligations and performance commitments.

Through proactive trend analysis, continual improvement, and data-driven insights, the role contributes to improved service stability, reduced incident volumes, enhanced end-user experience, increased operational resilience, and the delivery of measurable business value.

Hybrid working:
The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

• Own the end-to-end Problem Management process across a multi-supplier service environment, ensuring problems are identified, prioritised, investigated, and managed effectively to reduce service disruption.
• Coordinate suppliers and internal support teams to perform root cause analysis, identify permanent fixes, and drive resolution of underlying service issues.
• Manage the lifecycle of problem records, ensuring timely investigation, escalation, communication, and governance in line with agreed processes and service levels.
• Monitor incident and problem trends, identifying recurring issues, risks, and opportunities to improve service stability, resilience, and performance.
• Chair problem review meetings and facilitate cross-supplier collaboration to address complex issues, remove barriers, and ensure accountability for actions and outcomes.
• Produce meaningful problem management reports, trend analysis, and management information to support operational, governance, and strategic decision‑making.
• Lead continual improvement activities arising from problem investigations, ensuring lessons learned, corrective actions, and preventative measures are tracked and delivered.

• Proven experience in Problem Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple support teams and service towers.
• Experience conducting and facilitating root cause analysis, managing problem records, and driving permanent resolutions to reduce recurring service issues.
• Strong knowledge of ITSM practices, including Problem, Incident, Change, Service Level, and Supplier Management, with a good understanding of ITIL.
• Ability to analyse incident, problem, and service performance data to identify trends, risks, recurring issues, and opportunities for continual improvement.
• Excellent stakeholder management, communication, and analytical skills, with the ability to influence suppliers and engage effectively with technical teams, customers, and senior leaders.

Disability Confident Employer Capgemini is proud to be a Disability Confident Employer (Level2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
Declare they have a disability, and Meet the minimum essential criteria for the role. Please opt in during the application process.

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC)…