Incident Analyst

Wales & West Utilities Limited; Newport; On-site; GBP 42,000 - 49,000; Full time

Job summary

A leading gas distribution company in the UK seeks an IT Incident Analyst to optimize incident management and support decision-making. The role includes tracking incidents in ServiceNow, analyzing ticket flows, and compiling performance reports. Candidates should have experience with incident management, strong analytical abilities, and communicate effectively. The position offers a salary up to £48,976 with various employee benefits, including flexible working, annual leave, and pension plans.

Benefits

Flexible working opportunities

25 days annual leave plus bank holidays

Retirement Savings Plan with employer contribution

Health cash plans

Colleague recognition awards

Discretionary annual bonus

Qualifications

• Proven experience in a previous IT Incident Analyst role.
• Practical experience with ITIL framework, specifically in incident management processes.
• Strong written and verbal communication skills to update stakeholders.

Responsibilities

• Track incident progress in our ITSM tool (ServiceNow) and provide insights.
• Review aged tickets and conduct analysis to improve service delivery.
• Compile regular reports focusing on incident management performance.

Skills

Analytical skills

Communication skills

Incident management processes

Process improvement

Tools

ServiceNow

Job description

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Who are we?

We are a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon‑free vision for 2050.

What we’re looking for?

We’re looking for an IT Incident Analyst to play a key analytical role within the IT Service team, focused on leveraging data to optimise incident management and support informed decision‑making.

This position is responsible for analysing incident trends, monitoring vendor performance in incident resolution, and managing ServiceNow queues to ensure incidents are tracked and resolved efficiently.

By extracting and interpreting data, the Incident Analyst provides valuable insights that drive improvements in service reliability and Partner performance, while collaborating with internal teams, partners, and vendors to enhance our overall IT service delivery.

We’ll trust you with:

• ServiceNow Queue Monitoring: Track incident progress in our ITSM tool (currently ServiceNow), analysing ticket flow and identifying any bottlenecks or delays, and providing data‑driven insights to ensure timely resolution.
• Aged Ticket Analysis: Regularly review aged tickets and conduct analysis to identify patterns, providing recommendations to reduce ticket resolution time and improve service delivery.
• Incident Reporting & Data Collection: Compile regular reports on incident management performance, focusing on SLA adherence, incident volumes, and trends, and provide actionable insights to support operational decision‑making.
• Validate Incident Reports: Assist with reviewing vendor‑submitted incident reports to ensure accuracy and completeness, verifying that all required details are detailed and comply with SLA standards. Identify any data gaps or inconsistencies and elevate them for corrective action.

You can read a full job description here.

You’ll need to have:

• Proven experience in a previous IT Incident Analyst role.
• Practical experience with ITIL framework, specifically in incident management processes
• Strong analytical skills
• Strong written and verbal communication skills to update stakeholders on incident status, resolutions, and performance metrics, ensuring transparency in all interactions.
• Experience in process improvement, with an initiative‑taking approach to optimising incident management workflows.

We would also love to hear about anything else you feel you could add or bring to the role!

As we are a safety critical organisation, all offers of employment are subject to pre‑employment drug & alcohol screening.

What’s in it for you?

• A competitive salary starting at £42,856 rising to £48,976
• Flexible working opportunities
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% - totalling 15%
• 14 × salary Life Insurance linked to membership of the Retirement Savings Plan
• “Choices” flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash‑plans
• Access to our Financial Wellbeing Programme – allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Friends & Family Discount for Three Mobile and Broadband
• Colleague recognition including Annual Celebrating Excellence Awards
• Living Wage Accredited Employer
• Award winning employer for ‘Outstanding Contribution to Workplace Health and Wellbeing’ and leading the industry in championing equality, diversity and inclusion
• Annual salary review
• Discretionary annual bonus
• Company Sick Pay
• In‑house Occupational Health Team
• Employee Assistance Programme

The way we do things

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential.

We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.

If you think you’d make a good addition to the team, we would love to hear from you!

To apply, click the link below.

If you would prefer to complete your application form in an alternative format such as Microsoft Word or would like to discuss the role in a little more detail, please contact us at [e-mail] or on 07971 038‑982.

You can also ask us about flexible working practices that may be available or tell us if you have any special requirements during the application process.