Problem Management Analyst

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  • Closing Date:
    7 July 2021

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Arianne Santos

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Job Purpose

The Problem Analyst looks after the use of the defined Problem Management process in the Press and help manage the life cycle of all problems.  He/she aids root cause analysis (RCA) and monitors the use of permanent fixes and preventives measures, ensuring that these are applied through suitable process and within agreed timeframes.

This position works to minimize the adverse effects of incidents and problems and to proactively prevent the occurrence of these issues. He/she will also assist in Incident Management by maintaining known errors.

Principal Duties

  • Work with Problem Manager to define, plan, implement, operate and conduct the Problem Management process throughout the Press?
  • Execute proactive problem management by pinpointing trends and potential problem sources through incident review and analysis?
  • Initiate problem investigation and root cause analysis with the involved Support Groups in conjunction with the Problem Manager?
  • Engage in activities required to ensure that the action items related to permanent fixes and preventive measures are used within agreed timeframes?
  • Maintain data about known errors and workarounds in the Known Error Database?
  • Produce Problem Management report to demonstrate performance of the Problem Management process?
  • Actively engage in the betterment of the Problem Management process and find areas of improvement

Knowledge and Experience?

  • Bachelor's degree preferably in IT or related course
  • At least 2 years of experience with Incident/Problem Management
  • ITIL v3 Foundation Certified and knowledge of ITIL Service Operation
  • Understanding of ITIL best practices and use of IT Service Management ticketing tool
  • Creative problem solving skill, must be able to follow an issue through to its logical conclusion and escalate where needed
  • High level technical understanding of IT services and their components such as servers, networks, database and software development life cycle
  • Interpersonal skill to liaise and work with multiple teams, with persistent approach to influence Support Groups to address problems in a timely manner
  • Excellent written and verbal communications skills, maintaining accurate documentation of root cause analysis (RCA) with Support Groups
  • Good presentation skill across multiple levels of the organization, including senior management
  • Must be willing to work during Asia or EU hours as needed
  • Preferably with experience working with multi cultural teams in diverse geographic locations

Why should you consider joining us?

Because you aspire to be part of a reputable global organization and a well-known brand?

Our brand and reputation is a product of close to 500 years of experience developing world-class learning and research solutions, and assessment programs in accord with the highest technical standards.  Today, we have more than 50 offices worldwide and over 6,000 high-performing employees.  Our products and services reach 170 countries and over 15 million customers worldwide.

Because you dream about making a difference and contribute to society?

Here at Cambridge, our purpose is simple – we unlock people's potential with the best learning and research solutions, and provide excellence in education.  Our products and services help inspire learners all over the world to go further and to have the confidence to access a lifetime of enriching experiences and opportunities.

Because you aspire to be in an environment that supports you and demands the best of you?

To deliver on our promise to our customers, we know that we have to get it right with our colleagues first – the people responsible for developing our world-class products and services.  We invest heavily in the learning and development of our talent, because we know that it is the foundation to have a culture of innovation.  And we believe in empowering people, because it provides you the freedom to unleash your talent and develop your potential to the fullest.

Because you believe in equality, diversity and inclusivity?

As a global organization, we know that diversity in all its various forms is the key to our success.  We value and respect those differences, because it brings about a wide range perspectives on how we operate as an organization and how we act as a responsible and progressive member of society.   We are an inclusive workplace where opportunities to succeed are made available to those willing to take up the challenge.

Because you value your well-being?

We recognize and take our employees' well-being seriously.   Our ways of working, benefits, policies and programs are orientated towards providing an environment which promote and support wellness.   We believe in being a partner of our colleagues to help them balance both the challenges of work and at home.

If the above inspires and excites you, surely you would want to know more.   Visit our company website and social media profiles to learn more about us and how we may be the company that matches your aspirations.


Official Company Website

Home | Cambridge University Press

The University's international exams group | Cambridge Assessment

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16th Floor, Frabelle Corporate Plaza, 129 Tordesillas St., Legaspi Village Makati City, Philippines, 1229

Contributory pension scheme

Flexible Working

Flexible working environment

Life Assurance

Group Life insurance coverage


‘Press Extra’, offering discounts at high street retailers

Annual Leave

28 days holiday entitlement, increasing to 30 days after 10 years of service


Free on-site Gym facilities,
cycle to work scheme


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