Business Change and Service Analyst - Permanent - London
A leading Financial Services client based in the heart of the City is looking for a Business Change and Service Analyst. This role will be responsible for co-ordinating and facilitating Change and Release Management, a change may derive from incidents, defects, enhancements within the organisation. It will ensure governance is adhered to, including working with technical teams and business across geographically distributed teams.
As part of the service management team, the successful candidate will take responsibility in ensuring incidents are managed efficiently. Using the ITSM tool used, the incidents raised will be reviewed, prioritised, and assigned correctly through to resolution. The role is a hybrid role requiring knowledge of change and problem management, assisting where necessary to drive operational and service excellence with sound experience of being able to execute service owned processes.
Main Duties
- Assist in the development of the Change and Release Management Process and act as first point of call for queries.
- Co-ordinate multiple teams across business and third parties (onshore & offshore) to ensure a smooth change & service delivery experience
- Review of incidents, defects, change, including prioritisation, acceptance, reporting, fix and change, meeting with the business and third parties
- Manage Change Request approval process from supporting demand from business to system release
- Support Release cycle including release schedule, manifest, emergency release into environments ensuring minimal business impact and risk.
Qualifications & Expertise
- Experience of Release Management, Change Management and understands incident and problem management.
- Good understanding of the end-to-end release cycle
- Proven experience of working with third parties
- Experience of working with internal and external partners to drive service excellence.
- ITIL qualified
- Technology background supporting enterprise level business an advantage.
- Knowledge of change management tools like JIRA, TFS, Confluence or any other will be a plus