Job description
Role Introduction
Advanced are delighted to announce that we are recruiting for an experienced IT Problem & Change Analyst to join our IT Governance team on a permanent basis, working with an established team of IT Problem & Change Analysts and Managers.
As an IT Problem and Change Analyst, you will be responsible for the effective delivery of the Problem and Change Management services, using an ITIL framework. Your responsibilities will include; scheduling, planning and chairing meetings with internal stakeholders and customers, tracking failures and exceptions and providing meeting notes and reporting to both our customers and the Service Delivery Management team.
Please note this is a home based remote working role
What You Will Do
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Reporting to the IT Problem & Change Management Team Leader you will:
- Work closely with Major Incident Managers and Service Delivery Managers to identify potential problem candidates.
- Review potential problem candidates.
- Track accepted problems throughout the problem management process to successful closure, ensuring the root cause and any workaround is properly document and added to knowledgebase etc.
- Support ongoing coordination and technical investigation activities into open problem investigations in line with agreed KPIs, reporting on progress as appropriate.
- Schedule, plan and chair meetings with internal stakeholders and customers both as part of ongoing problem review and as part of the CAB.
- Analyse, review, approve and maintain standard, normal and emergency changes in line with the relevant Change Management framework, helping to perform impact assessment where necessary.
- Provide reporting across all aspects of Problem and Change Management.
- Help identify and provide continuous improvement across all asepcts of the Problem and Change Management services.
- Work with the Problem & Change Managers, customers and internal teams to promote the value of Problem and Change Management policies, processes and procedures within the organisation to ensure compliance and reduce risk.
What You Will Have
- Well organised and proactive individual who is calm under pressure and can communicate well (written and verbal).
- Conscientious individual with exceptional attention to detail, confident and articulate.
- Ability to build strong relationships internally and externally and work to demanding deadlines and targets.
- Ability to problem solve.
- Good working knowledge of the Microsoft Office Suite, especially Microsoft Excel for data manipulation and analysis.
- A proven track record in delivering and working within a formal, ITIL based Change and Problem Management framework, ideally in a Managed Services environment where services are being delivered across multiple customers.
- A working knowledge of Service and Incident Management with ITIL 4 Foundation or equivalent accreditation.
#LI-REMOTE
What We Do For You
Wellbeing focussed – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
- Generous Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
- Summer Fridays – Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week)
- Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
- Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
- Income protection insurance – Providing you with support and assistance when you need it most
- Life insurance - 4x times salary to help give you and your loved ones peace of mind
Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
- Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
- 65% Internal Mobility – Committed to the development & growth of our people with 65% of our experienced roles filled by our own people
- Profit Share – Our Group-wide bonus scheme enables you to reap the rewards of your success
Recognition – Highlighting and rewarding the great work our people do
- Top Achievers Club – Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees – read about what it’s like!
- Tiered Recognition Bonus – There are many ways you can make an impact in the business, which are rewarded with one-off financial rewards like Spot Bonuses, Values Awards, Hero Awards
- Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
- MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
- Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
- Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger
Who We Are
We are one the UK’s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers.
We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here -
careers.oneadvanced.com/how-
we-hire
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