ITSM Change & Release Analyst

You will coordinate and monitor the Change & Release Management day-to-day administrative activities, providing governance and ensuring compliance and adherence to all associated processes.

Key responsibilities:

• Ensuring Changes and Releases are governed and controlled across all environments according to process.
• Ensure that appropriate actions have been planned to minimise both the risk of failure and the impact on customers and systems during changes or Releases.
• Create and provide accurate reporting on KPI’s to all relevant stakeholders and perform reporting trend analysis.
• Review and update the Continuous Service Improvement Plan.
• Perform Post Implementation Reviews to implement corrective actions to prevent failed and unauthorised Changes.
• Assist with creating, developing, testing, and maintaining the process, procedures, tools, and templates.
• Chairing and participating in meetings such as CAB and Change Planning.
• Assist with co-ordination on software Releases where multiple teams are involved.
• Provide Change & Release training and assistance to users.
• Assist the Change & Release Lead with regular audits of the process.
• Deputise for the Change & Release Lead.

About You

We are looking for someone with Change and/or Release Management experience and ideally a background in a Service Desk or Customer Service role, who has a positive and flexible “can-do” outlook and a willingness to learn and grow. You should be analytical, quick to learn and able to communicate effectively at all levels.

Minimum criteria:

• IT Change Management experience.
• ITIL experience.
• Clear communication and is articulate.
• Customer Service orientated.
• Has performed the role of Change Analyst or Release Analyst and has worked in a customer service type role.
• Must be able to effectively prioritise work and have a sense of urgency.
• Able to confidently challenge the status quo and have a continuous improvement mindset.
• Able to build and value strong business relationships with stakeholders.
• Experience of using a Service Management toolset – Jira/Remedy/ServiceNow etc.

Who you’ll be working with:

The Change & Release Analyst role is part of IT Service Management (ITSM), which is a team of 12 individuals. The ITSM Change & Release team consists of 1 Lead and 5 Change & Release Analysts who are entirely responsible for the Change & Release Tooling, Process and Procedures. Working in Change & Release is a highly visible role, spanning all of Technology, and you will work closely with all levels of stakeholders, including management, system specialists, system owners, business stakeholders, development teams, and our 3rd party technology partners.

About The Company:

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 815,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender. We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.