IT Incident & Problem Manager
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content.
We need to parse the job posting.
Key info:
- Employer heading: IT Incident & Problem Manager Band 6 Newcastle Hospitals NHS Foundation Trust (job title). Not to repeat as heading.
- About the role: There's a "Job Overview" paragraph: "This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions." Also interview date, hours: "Interview Date Wednesday 14 October 202637 Hours 30 Minutes/Week" seems garbled: maybe "Interview Date Wednesday 14 October 2026 37 Hours 30 Minutes/Week"? Actually "Interview Date Wednesday 14 October 202637 Hours 30 Minutes/Week" likely a mistake: maybe interview date and hours. We need to preserve substantive info. We'll include interview date and hours maybe under About the role or separate? Could be part of About the role.
- Main duties: list of duties (bulleted). We'll put under Responsibilities.
- Working for our organisation: flexible working, locations, etc. Could be About the role or Benefits? Not benefits exactly. Could be About the role.
- Staff Benefits: mention "Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’". No explicit benefits listed, just reference to PDF. Since no specific benefits content, we should NOT create Benefits section unless posting actually states them. It only says see attached info. So we should not create Benefits.
- Pay: Not mentioned. So no Pay section.
- Schedule: Not mentioned besides maybe hours? It says "37 Hours 30 Minutes/Week" maybe part of interview date line. Not clear schedule. Might be working hours? Could be "37 Hours 30 Minutes/Week" meaning 37.5 hours per week? Actually typical NHS full-time is 37.5 hours. So we could infer schedule: 37.5 hours per week. But the instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. The posting includes "37 Hours 30 Minutes/Week" which is a schedule statement. It's part of the line "Interview Date Wednesday 14 October 202637 Hours 30 Minutes/Week". It seems garbled but includes hours. We could treat that as schedule info. However it's ambiguous. Might be better to include Schedule section with that info? The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." The posting does state "37 Hours 30 Minutes/Week" albeit garbled. I'd include Schedule section with that text.
- Qualifications: Person specification includes Qualifications & Education: Essential criteria: Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role; ITIL Foundation Certification or equivalent qualification/ experience. Desirable criteria: ITIL Practitioner or Management certification; Prince 2 Certification.
We'll put Qualifications section.
- Knowledge & Experience: Essential criteria list; Desirable criteria list. Could be under Requirements or Knowledge & Experience. We'll make a Requirements section covering Knowledge & Experience and maybe Skills & Abilities? But we have separate Skills section.
Better: Use sections: About the role (Job Overview + interview date/hours + flexible working + locations?), Responsibilities (Main duties), Qualifications (Qualifications & Education), Requirements (Knowledge & Experience), Skills (Skills & Abilities). Possibly also include Schedule.
We must not repeat job title as heading. Use for each section.
We need to preserve all substantive information, not invent or summarize away detail. Use - for any list of duties/requirements/benefits. Use
for prose.
We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Please expand the job details section and read all of the information before applying for the vacancy." etc. Also remove "NO AGENCIES PLEASE". Also remove "You will be redirected to Trac to apply for the vacancy." etc. Also remove "Further details / informal visits contact" maybe keep? That's contact info; could be considered metadata but not boilerplate. Might keep as a short paragraph under About the role? The instruction: "do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." Contact info could be minor metadata; we could include as a short p.
We must output only HTML fragment.
Let's extract content:
About the role / Job Overview:
- "This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions."
- Interview date: "Wednesday 14 October 2026" (assuming). Hours: "37 Hours 30 Minutes/Week" maybe meaning 37.5 hours per week.
- Flexible working: "As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you."
- Locations: list of sites: "Royal Victoria Infirmary (RVI), Freeman Hospital, Newcastle Dental Hospital, Cramlington Manor Walks, Urgent treatment centres, Newcastle Fertility Centre, Northern Centre for Cancer Care, North Cumbria, Northern Genetics Service". Also mention offices at Regent Point in Gosforth and community sites.
- Also mention "With around 2 million contacts with patients every year, we deliver care from: ..." That's part of locations.
We'll combine.
Responsibilities (Main duties):
List:
- Own and champion Incident and Problem Management disciplines for the Trust
- Identify the root cause of Incidents and Problems
- Provide information, advice and document on the best workaround available for the Incidents
- Progress “aged” Incidents until they are successfully resolved
- Undertake the following re-active responsibilities:
- Identifying Problems by analysing Incident data
- Investigating Incidents, according to impact, through to resolution or error identification
- Raising RFCs to clear errors
- Monitoring progress on the resolution of Known Errors
- Advising Service Management staff on the best available Work-rounds for Incidents related to unresolved Problems/Known Errors
- Assisting with the handling of Major Incidents and identifying the root causes.
- Interface with Change and Service Management
- Create, develop and maintain Knowledge Database
- Continually review problem policy, process and procedures
- Ensure compliance with all national and local standards protocols for IT Services, including hardware, software, documentation and service.
- Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation
- Provision of regular reporting and performance metrics
We need to keep as list items. The sub-bullets can be flattened.
Qualifications (Qualifications & Education):
Essential:
- Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role
- ITIL Foundation Certification or equivalent qualification/ experience
Desirable:
- ITIL Practitioner or Management certification
- Prince 2 Certification
Requirements (Knowledge & Experience):
Essential criteria:
- Demonstrable experience of managing Major and High Impacting Incidents
- In depth knowledge of Microsoft Operating Systems and products
- In depth technical knowledge and expertise of IT hardware, operating systems, end-user software and infrastructures
- Significant experience of supporting a complex networked environment
- In depth knowledge of on-line technical and support resources
- Experience of providing support to a large multi-site organisation
- Experience of Vendor management
Desirable criteria:
- Relevant NHS experience
- Knowledge of ServiceNow
- Experience of matrix management in an IT environment
- Experience of reducing “aged” tickets
Skills & Abilities:
Essential criteria:
- Excellent interpersonal and communication skills
- Ability to develop good working relationships with staff at all levels
- Excellent decision-making ability
- Ability to work unsupervised
- Excellent documentation writing skills
- Excellent troubleshooting and analytical skills
- Supervisory skills
- A good, professional telephone manner
- A logical approach to problem solving and a flexible approach to work
- Maintain a customer-focused service at all times
- Alignment to Trust Values and Core Behaviours
Also note about reference section: "All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed." This is application instruction; we should remove as per instruction: remove application instructions. So drop.
Also note about DBS payment: "Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay." This is also application instruction/requirement; maybe keep? It's not boilerplate but it's a condition. Might be considered substantive? It's about employment condition. Could keep as a short p under About the role or separate? The instruction says remove application instructions. This is more of a condition of employment, not instruction to apply. Might keep. But to be safe, maybe keep as a short p.
Also note about AI risk: "Whilst Newcastle Hospitals are a forward thinking and highly innovative organisation, the use of Third-Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity of your individual application or to the recruitment process, we may withdraw your application at any stage of the process." This is also a warning; maybe remove as boilerplate? It's not EEO but still a warning. Might be considered boilerplate. I'd remove.
Also note about "Important note on completion of reference section of Application Form" we removed.
Also note about "Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful." Remove.
Also note about "Employer certification / accreditation badges" etc. Remove.
Also note about "Documents to download" list; we can keep as a short p referencing that documents are available? Might be considered metadata. Could keep as a short p: "Documents available for download: IT Incident & Problem Manager Job Description (PDF, 215.5KB), Newcastle Staff Benefits (PDF, 274.4KB), Behaviour and Civility Charter (PDF, 93.8KB)". That's substantive info about where to find details. Keep.
Also contact details: "Further details / informal visits contact Name Daniel Hopper Job title IT Service Manager Email address daniel.hopper2@nhs.net Telephone number 0191 21 39931". Keep as short p.
Now schedule: we have "37 Hours 30 Minutes/Week". We'll create Schedule section with that.
Pay: none.
Benefits: none specific.
Now construct HTML.
We'll have sections:
About the role
This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions.
- for any list of duties/requirements/benefits. Use
for prose. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Please expand the job details section and read all of the information before applying for the vacancy." etc. Also remove "NO AGENCIES PLEASE". Also remove "You will be redirected to Trac to apply for the vacancy." etc. Also remove "Further details / informal visits contact" maybe keep? That's contact info; could be considered metadata but not boilerplate. Might keep as a short paragraph under About the role? The instruction: "do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." Contact info could be minor metadata; we could include as a short p. We must output only HTML fragment. Let's extract content: About the role / Job Overview: - "This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions." - Interview date: "Wednesday 14 October 2026" (assuming). Hours: "37 Hours 30 Minutes/Week" maybe meaning 37.5 hours per week. - Flexible working: "As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you." - Locations: list of sites: "Royal Victoria Infirmary (RVI), Freeman Hospital, Newcastle Dental Hospital, Cramlington Manor Walks, Urgent treatment centres, Newcastle Fertility Centre, Northern Centre for Cancer Care, North Cumbria, Northern Genetics Service". Also mention offices at Regent Point in Gosforth and community sites. - Also mention "With around 2 million contacts with patients every year, we deliver care from: ..." That's part of locations. We'll combine. Responsibilities (Main duties): List: - Own and champion Incident and Problem Management disciplines for the Trust - Identify the root cause of Incidents and Problems - Provide information, advice and document on the best workaround available for the Incidents - Progress “aged” Incidents until they are successfully resolved - Undertake the following re-active responsibilities: - Identifying Problems by analysing Incident data - Investigating Incidents, according to impact, through to resolution or error identification - Raising RFCs to clear errors - Monitoring progress on the resolution of Known Errors - Advising Service Management staff on the best available Work-rounds for Incidents related to unresolved Problems/Known Errors - Assisting with the handling of Major Incidents and identifying the root causes. - Interface with Change and Service Management - Create, develop and maintain Knowledge Database - Continually review problem policy, process and procedures - Ensure compliance with all national and local standards protocols for IT Services, including hardware, software, documentation and service. - Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation - Provision of regular reporting and performance metrics We need to keep as list items. The sub-bullets can be flattened. Qualifications (Qualifications & Education): Essential: - Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role - ITIL Foundation Certification or equivalent qualification/ experience Desirable: - ITIL Practitioner or Management certification - Prince 2 Certification Requirements (Knowledge & Experience): Essential criteria: - Demonstrable experience of managing Major and High Impacting Incidents - In depth knowledge of Microsoft Operating Systems and products - In depth technical knowledge and expertise of IT hardware, operating systems, end-user software and infrastructures - Significant experience of supporting a complex networked environment - In depth knowledge of on-line technical and support resources - Experience of providing support to a large multi-site organisation - Experience of Vendor management Desirable criteria: - Relevant NHS experience - Knowledge of ServiceNow - Experience of matrix management in an IT environment - Experience of reducing “aged” tickets Skills & Abilities: Essential criteria: - Excellent interpersonal and communication skills - Ability to develop good working relationships with staff at all levels - Excellent decision-making ability - Ability to work unsupervised - Excellent documentation writing skills - Excellent troubleshooting and analytical skills - Supervisory skills - A good, professional telephone manner - A logical approach to problem solving and a flexible approach to work - Maintain a customer-focused service at all times - Alignment to Trust Values and Core Behaviours Also note about reference section: "All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed." This is application instruction; we should remove as per instruction: remove application instructions. So drop. Also note about DBS payment: "Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay." This is also application instruction/requirement; maybe keep? It's not boilerplate but it's a condition. Might be considered substantive? It's about employment condition. Could keep as a short p under About the role or separate? The instruction says remove application instructions. This is more of a condition of employment, not instruction to apply. Might keep. But to be safe, maybe keep as a short p. Also note about AI risk: "Whilst Newcastle Hospitals are a forward thinking and highly innovative organisation, the use of Third-Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity of your individual application or to the recruitment process, we may withdraw your application at any stage of the process." This is also a warning; maybe remove as boilerplate? It's not EEO but still a warning. Might be considered boilerplate. I'd remove. Also note about "Important note on completion of reference section of Application Form" we removed. Also note about "Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful." Remove. Also note about "Employer certification / accreditation badges" etc. Remove. Also note about "Documents to download" list; we can keep as a short p referencing that documents are available? Might be considered metadata. Could keep as a short p: "Documents available for download: IT Incident & Problem Manager Job Description (PDF, 215.5KB), Newcastle Staff Benefits (PDF, 274.4KB), Behaviour and Civility Charter (PDF, 93.8KB)". That's substantive info about where to find details. Keep. Also contact details: "Further details / informal visits contact Name Daniel Hopper Job title IT Service Manager Email address daniel.hopper2@nhs.net Telephone number 0191 21 39931". Keep as short p. Now schedule: we have "37 Hours 30 Minutes/Week". We'll create Schedule section with that. Pay: none. Benefits: none specific. Now construct HTML. We'll have sections:
About the role
This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions.