Problem & Change Analyst

Do you enjoy collaborating with a wider team and striving for the right solutions to recurring technical trends and issues? Can you apply the appropriate governance to change requests to ensure the right approach is taken? If so this could be the ideal career move for you! 

Reporting to the Problem and Change Manager in a team of 5 with great team spirit and a positive service management work ethic. This will be a varied role, no day will be the same and you will have the opportunity to support a wide range of clients across the ABF Group with varying levels of IT maturity.

You will be involved with identifying problems impeding operational performance and following through to remediation or risk mitigation. Utilising reporting and data analysis to prioritise and investigate trends and issues that arise whilst offering a best in class level of customer service. You will also attend regular Tech CAB (Change Advisory Board) meetings 3 times per week. 

As part of this role, you will have the opportunity to learn new skills and utilise 1 day per month dedicated to your training and development.

What you'll be doing: 

• Review change(s) against the infrastructure in use to ensure they meet required quality standards.
• Conduct an overall risk assessment and risk mitigation actions for changes being proposed or where a potential solution has not been identified to minimise business impact.
• Follow-up on actions agreed by CAB in collaboration with business unit user and BTS colleagues to achieve the required resolution or agreed level of mitigation.
• Track changes introduced against problem tickets and user feedback to assess progress or to plan follow-up investigation.
• Preparation of data and reports relevant to all upcoming changes.
• Analyse ticket data from our customers to identify trends, spikes, frequency or severity of incident arising to identify recurring or significant problems, including analysis of any availability and capacity reports
• Prioritise problems from data analysis based on business impact, raise a problem ticket and agree an investigation strategy with the business units and BTS colleagues.
• Investigate problems via engagement with business unit users, BTS staff and where required with relevant third-party providers to fully understand the problem and possible root causes.
• Propose remedial actions and develop a plan in collaboration with BTS colleagues and conduct testing in agreement with the business unit users.

What you'll bring:

• Change Management experience of handling and governing technical change requests.
• ITIL service management knowledge
• Qualified to ITIL Foundation stage 
• Can demonstrate experience of delivery of excellent customer service in a technical role
• Confident to challenge the status quo and propose better alternatives 
• Effective data analysis skills
• Proficient in using Excel 
• Effective workload and prioritisation skills, able to support a variety of change requests and requirements at any one time.

Location

Hybrid with 1 - 2 days per week in the office. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture.