Incident and Problem Analyst

About us  

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe. 

About our DDaT Services team 

At Wiltshire Police, we're transforming policing through Digital, Data and Technology. We recognise that DDaT is no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower our workforce and deliver better public services. As we evolve from a traditional ICT function into a modern, user-centred DDaT organisation, we're embracing cloud technologies, automation, AI, data and digital innovation to create smarter, more connected and resilient services. Join us at the start of an ambitious transformation, where you'll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve. 

About the role 

As an Incident & Problem Analyst, you will play a key role in improving the reliability, resilience and performance of critical digital services across Wiltshire Police. Using data, insight and analytical expertise, you will help resolve incidents and major incidents, identify recurring issues and uncover opportunities for service improvement. Working with multidisciplinary technology teams, you will transform operational data into actionable intelligence that enhances user experience, strengthens service resilience and supports the delivery of modern digital policing. 

What you will be doing  

• Provide analytical support during incidents and major incidents, delivering accurate insight that enables rapid and informed decision-making. 
• Collect, validate and analyse service and incident data from multiple sources to support service restoration and escalation activities. 
• Support major incident response by gathering evidence, maintaining timelines and ensuring accurate records of events and actions. 
• Identify emerging trends, recurring incidents and potential service risks, helping prevent issues before they escalate. 
• Contribute to root cause analysis and problem investigations, ensuring conclusions are evidence-based and actionable. 
• Produce clear reports, dashboards and performance insight to support service improvement and operational assurance. 
• Work closely with Service Desk, Platform, Application, EUC and supplier teams to improve end-to-end service performance. 
• Use operational and service data to identify continual improvement opportunities that enhance reliability, resilience and user experience. 

About you and your experience  

• Passionate about using data, analysis and insight to improve digital services and deliver better outcomes for users. 
• Experience analysing operational data, identifying trends and producing meaningful insight to support service performance and decision-making. 
• Strong analytical and problem-solving skills, with the ability to investigate complex issues and support root cause analysis activities. 
• Able to communicate technical information clearly and effectively to a range of technical and non-technical stakeholders. 
• Comfortable working in a fast-paced Digital, Data and Technology environment where service availability and operational performance are critical. 
• Strong attention to detail, ensuring information is accurate, auditable and suitable for operational and governance purposes. 
• Collaborative and proactive, with a commitment to continual improvement, learning and professional development. 

Essential Professional Certifications 

• ITIL 4 Foundation
• ITIL 4 Practitioner: Incident Management
• ITIL 4 Practitioner: Problem Management 

What we offer

• Excellent career development opportunities 
• Professional development and training
• 25 days annual leave plus bank holidays, rising to 30 days
• Hybrid working (3 days in the office)
• Flexi hours scheme 
• Free On-Site Gym membership 
• Physical and mental well-being support 
• Generous Pension scheme 

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance. 

Depending on the number of applications received, we reserve the right to close this role early. 

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.  

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.