Change Analyst - Permanent

23213.00 - 30951.00 GBP Annual + GBP23213 - GBP30951/annum
11 Sep 2017
29 Sep 2017
Contract Type
Change Analyst (Permanent)

Location: Rugby
Salary: GBP23,213 - GBP30,951

Monday to Friday 8:30am-4:30pm or 9am-5pm
Benefits: Excellent company benefits

Department Description:
• The post holder is to deliver a high level of Service Operation and Management to customers in line with industry and quality standards and to customer contractual requirements.

• The post holder is to ensure ALL Engineering Changes to this company are efficiently and proactively managed from initiation to completion.
• To meet customer SLAs through effective planning and scheduling of all change requests.

• To analyse and produce technical customer service impact assessment for this company and all 3rd party proposed changes and to gain prompt and efficient approvals for both internal and external customers.

Job Description:
The post holder is responsible for meeting the customer SLAs and Service Performance measures (eg KPI) which have directly linked to Service Credits as well for meeting Operations Dashboard and Service Delivery targets. Also to review and report on team performance based on departmental KPIs.

Whilst the role holds no financial or budget accountability, the post holder does have a responsibility to understand the financial implications that could be caused by their and the team performance and decision making.

The primary day-to-day responsibilities include
• The review and production of technical briefing and service impact statement for this company and 3rd party change requests.
• Provide Level 1 approval by reviewing risk/impact content, correct attachments and details are for all change requests before being released for customer assessment and approvals.

• Obtaining customer concurrence and approvals before any planned work is commenced and to ensure that any customer critical/special events are controlled with minimum impact/disruption to their services.
• Deliver of technical due diligence between engineering and service requirements to ensure minimum impact to customer contractual and SLAs with regards to notice period and service outage window.

• Interface to any party that is, or may be, impacted by change related work and be responsible for giving authorisation of all service affecting work. E.g. giving approvals for engineers to commence service impacting work.
• Being the single point of contact for customers, suppliers, 3rd parties and internal staff for raising change request, for all queries relating to change and request for commence service affecting work.

• Ensuring all change related disputes are resolved prior to gaining approval and implementing changes. To carry out customer's escalations to this company and suppliers where necessary on any planned changed request.
• Producing and maintaining a forward schedule of change and engineering resources required to support change activity as well as reporting and joining the daily morning performance and change call to brief on all planned changes and their impacts and risks.

• Working to improve reporting stats, WIP service and closure procedures/updates.
• Liaising with all 3rd parties to ensure minimum disruption and impact.
• Advice, support and raising of Change Request.
• Supporting the change team in raising change requests when required, telephone support and access correct outage times are realistic for the customers.

• For assisting/chairing the Change Advisory Boards with supporting information and acting upon the outcomes prior to implementation.
• For delivering consistent and high quality of service to both internal and external customers and suppliers.
• Also acting as the gatekeeper to ensure all new and existing business alterations go through the change management process.
Basic Requirements:

• Minimum of O level standard and ideally A level covering min of English and Maths qualifications.
• Experience in change management or within a Customer Service Centre environment / call handling.
• Experience in conducting Service and Technical impact assessment as result of network /IT change.
• ITIL foundation certification
• Experience working in the telecom industry or emergency services.
Specific Skills for the role:

• Strong inter-personal skills with clear written and verbal communication with ability to interpret complex topics, influence and negotiate with customers.
• Self motivated and team work. Strong organisational skills with excellent attention to detail.
• Good customer focus and analytical skills.

Monday to Friday 8:30am-4:30pm or 9am-5pm