Change Management Analyst

We are seeking an experienced Change Management Analyst to join our customer's team.

The Change Management Analyst will steer the introduction of new or changed services across our customer's technology organisation and technical lifecycle. They will play a crucial role in the lifecycle of IT services for our customer, bridging the gap between service development and service operation ensuring that new or changed services are successfully introduced into the operational environment, minimizing disruption and maximising value delivery.

Together with their peers across Service Management, the Senior Change Management Analyst has direct accountability for the end-to-end Change Management process including definition of SLAs, infrastructure availability, training completeness, governance of plans, cutover strategies and the day-to-day support model, to ensure that new or changed services are delivered with minimal disruption to the business.

The Change Management Analyst is accountable for creating and maintaining a mature fit-for-purpose Change Management strategy, building awareness and broad understanding of what good service change practices and usage looks like. They work closely with their colleagues in both Delivery & Service Management, in particular Service Introduction, early in the development and delivery lifecycle to consider all potential dependencies and risks, helping teams to deliver without compromising on quality.

The role is key in creating and building an end-to-end culture to ensure new or changed services are introduced smoothly, efficiently and with minimal disruption across our customer's team.

Key Responsibilities:

• Govern the change management process for the organisation, ensuring adherence to change policy and procedures.
• Ensure that changes to assets are recorded and controlled appropriately.
• Ability to implement controls and protocols to ensure compliance with security, regulatory, and data privacy requirements. 
• Liaise with the delivery and programme teams to ensure the correct process and governance is followed, as per the agreed-upon plan, ensuring new or changing services have fully developed end-to-end Service Management Models based on agreed and defined Service Acceptance Criteria / Service Management requirements.
• Works closely with the Service Introduction function to ensure that all necessary steps in the process are authorized and implemented as per the approved plan, prior to changes proceeding.
• Advocate for organisational commitment to asset control and adherence to process, working closely with various stakeholders to embed the process.
• Provide training and support to end users and stakeholders on how to effectively utilise the Change Management process and related ServiceNow functionalities and features. 
• Co-ordinate, schedule and prioritise Change Requests, ensuring adherence to key SLAs and KPIs.
• Design, build and run regular reporting for both the Service Management leadership team and senior management, focusing on performance, including agreeing SLA’s, key metrics and other performance indicators relating to Change Management.
• Implement a strategy to replace or reduce CAB approvals, putting the responsibility for identifying issues in the code on those who understand it best, with detailed documentation to comply with regulations.
• Influence key stakeholders to ensure continual improvement plans are in place to address issues as they are identified.
• Champion change management, actively identifying opportunities for improvements that contribute to optimising the current processes.
• Own continual service improvement for Change Management and actively contribute to CSI across the Service Management team.

Required Skills and Experience: 

• At least 5 or more years’ practical experience of Change Management processes in methodologies like ITIL, COBIT or DevOps-style incident and problem management processes.
• Knowledge of configuration management processes.
• Experience with Change Management tools, including ServiceNow.
• Experience with knowledge supporting tools including SharePoint, JIRA and Confluence or similar, with the ability to learn new skills quickly.
• Data analysis and reporting skills, with experience in tools such as PowerBI an advantage.
• Broad experience of modern IT infrastructure and applications.
• A strong and proven understanding of best practices, tools, and techniques for across the lifecycle of Change Management, with ability to identify issues and improve these processes.
• The ability to make informed decisions, using the data and information available.
• Experience in stakeholder management, with an ability to communicate across levels of an organisation.
• Strong conflict resolution skills, to resolve disagreements efficiently without damaging relationships.
• Proficient in the purpose and function of SLAs, to allow you to evaluate a team's performance and identify areas for improvement.
• Flexible, with the ability to plan and organise and adapt as needed.
• Acute understanding and ability to demonstrate value measurement and optimisation, adapting to challenge, risk & active change management.
• Experience in the IT industry and / or aviation/travel industry advantageous.
• Knowledge and experience of GDPR regulations beneficial.