We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.   Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.     What does Access offer you?  We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.  On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you.     About you:  The ideal candidate will be responsible for managing the problem management lifecycle, conducting root cause analysis (RCA), and driving permanent fixes for recurring incidents. This role requires strong analytical skills, ITIL knowledge, and effective collaboration with cross-functional teams. Day-to-day, you will: Support the Lead Major Incident & Problem Manager in evolving Problem Management policies and processes. Oversee problem management, ensuring timely issue resolution and root cause analysis (RCA). Maintain the Problem Management Database (PMDB) and track incident trends. Facilitate Problem Review Meetings and drive continuous service improvements. Collaborate with technical teams, business units, and stakeholders to enhance communication. Improve incident response preparedness and minimize disruptions from changes. Drive post-incident reviews (PIRs) and ensure follow-up actions are clear and managed. Analyze incident trends and implement demand management strategies. Generate regular reports (weekly, monthly) on key metrics (MTBF, MTTR, cost per incident). Work closely with the Group IT Change Manager to minimize change-related incidents. Engage with third parties as needed. Your skills and experiences might also include: 3+ years in corporate IT, with 2+ years in Problem Management. ITIL Foundation certified with expertise in Incident, Problem, and Change Management. Experience managing high-impact IT incidents in fast-paced environments. Strong communication and presentation skills. Ability to lead and motivate teams while fostering collaboration. Broad knowledge of enterprise IT infrastructure (servers, networks, endpoints, corporate software like Microsoft 365, Salesforce, SAP). Proficiency in IT Service Management (ITSM) tools (e.g., ServiceNow, FreshService, Remedy). Proven ability to reduce incident volume through structured problem and demand management. What are we all about?  The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.   At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.