IT Change Management Analyst

Role Purpose

To assist in all the main duties in and around running a successful IT Change and Configuration Team, within a very busy IT department.  This is an exciting opportunity that spans across all areas of the IT department, including infrastructure technologies and application development.  The Change and Configuration Team are responsible for controlling all changes to the live environment, and this role plays a key part within that process and assisting with improving the quality of the delivery.

Department Vision

Admiral IT has a long history of supporting the business bringing new products to market. The department completely refreshed the core policy administration systems in 2016 to allow the business to continue to innovate further in the ever more digital marketplace. The department continues to build on and around the core systems to bring more innovation and technical excellence including; Cloud adoption, Big Data technologies and both developing and expanding our digital offerings.

Requirements / Technologies

• Demonstratable knowledge and experience in the day-to-day operation of the Change Management function within a large organisation
• Solid understanding of Change Management best practice
• Demonstratable knowledge and understanding of Configuration Management processes
• ITIL V3 Foundation minimum
• ITIL V3 Release, Control and Validation Capability Module level preferred
• Minimum of 2 years in an Incident, Problem, Change or Configuration Management focussed role
• A solid understanding of current infrastructure technologies such as LAN, WAN, Server, Storage, Virtual Desktop and Telephony
• Understanding of the full software delivery lifecycle would be an advantage and knowledge of Agile Project Management methodology would be useful

Responsibilities

• Support the Change Manager to prepare for the IT CAB (Change Authority Board) meetings to facilitate the introduction of new, or changes to existing IT services, seamlessly and with minimal disruption to the live environment
• You will be responsible for the compliance check / Impact Assessment, to include assessment of all accompanying technical documentation e.g. test plans, implementation plans, roll back/back out plans etc. and seek out additional information if required
• Provide assistance to all of IT when they have any Change related queries.
• Assist with the Pre-approved Standard Change (PAC) process and proactively work with operations teams to identify potential PAC candidates and assist with the review of existing PACs, when required
• You will be a stakeholder in the failed change reviews, ensuring recommendations are implemented and lessons learned are captured and publicised
• You will represent Change Management during Major Incidents by understanding the risks of any remediation options and any potential impacts on currently planned changes
• Work closely with the Configuration Management Team to ensure that processes operate seamlessly as a part of the wider Change and Configuration team and to ensure all changes are appropriately captured in the CMDB
• Continually review and improve the Change Management Process ensuring that all processes and procedures are documented and up to date
• Ensure the Forward Schedule of Change (FSC) and Large Change Forecast (LCF) are kept up to date in order to manage possible contention and when required, preparation and communication of the weekly Change Schedules
• Manage the entire authorisation process (through the Change Management Tool) of all Change related activities into the live environment
• Using the Change Management software, ensure all completed IT changes are assessed after being implemented and then closed off (this will involve working closely with all teams in IT to ensure completion)
• Ensure that when IT changes fail correct deployment, or have a detrimental impact on the live environment, all relevant evidence is captured, implemented  and attached to the change through the Post Implementation Reviews (PIRs) process and report accordingly on any trends or patterns that emerge, ensuring recommendations are implemented and lessons learned are captured and publicised
• Review and develop team KPI’s and measurements
• Log and analyse all required measurements (KPIs) and accurately report on measurements to support overall management reporting
• Use all sources of Management Information to analyse trends with a view to improving the future delivery of changes
• Design bespoke change processes for high priority critical programs and projects

Why work for us?

Admiral has many benefits, which you can see on our Benefits page, but further to that you will also benefit from:

• Working with a top-class team
• Working on exciting challenges to maintain Admiral’s competitive advantage
• The flexibility to work in the way that allows you to give your best
• Work in an open and accessible department

Who is the Head of Area?

The Change function forms part of a larger team which is led by Joy Price, our Change and Configuration Manager. Joy has been with Admiral for over 4 years, and has extensive experience working in the Service Management arena for many large IT Service providers. Since joining Admiral, Joy has relaunched the Change Control process including the introduction of a new Change Tool that now integrates with Incident, Request and Problem Management. The Change and Configuration Team is part of a wider IT Governance Department which is headed up by Janet Evans and includes Risk and Compliance Management, Quality Management, Software Asset Management and Service Transition Teams. 

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2019 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

#LI-LP1