Job Description - Service Change and Release Analyst (046098)
Organisation
Customers, Communication and Technology
Job
Technology Service Operations
Position Type - Full Time
Job Purpose
The Service Change & Release Analyst is a member of the Service Change & Release team and is accountable for delivering transition activities, such as service release management, service change management and post implementation review within agreed service level targets.
The role holder will work to ensure all changes to technology and data services, whether through project activity or via service requests, do not disrupt the service and are in line with the appropriate technical regulatory and security standards. The role holder will support the continuous improvement of their nominated process and ensure these remain aligned with the wider Technology Service Operations regime.
Key Accountabilities
* Service Release - Manage the authorisation of all new services and changes on behalf of Technology Service Operations, in line with the ITIL framework, ensuring the process has been followed with regard to testing and implementation planning, appropriate impact and risk assessment is undertaken and mitigation activities established prior to every release.
* Service Change - Manage and enforce the change management process ensuring all potential changes are raised, reviewed, impact assessed, approved, and scheduled, in accordance with the defined process and ITIL best practice, such that change is managed in a controlled and planned manner at all times without impacting overall service to customers/users.
* Configuration - Manage the business services, the service mapping and configuration items for new and changed services for technology and data ensuring that the process has been followed and appropriate impact and risk assessment is undertaken, and mitigation activities established prior to every change.
* Service Delivery - Effective and efficient provision of service transition services, as noted in the above scope, in line with agreed Service Level Agreement (SLAs) and Operational Level Agreement (OLAs).
* Service Improvement - Review Releases/Changes upon closure for completeness and level of success, identifying areas for improvement and tracking of such actions through to completion.
* Communications - Ensure timely communication to the business of any Releases/Changes to services they rely upon. Support effective communications surrounding the service transition process that the role is delivering such that all the required parties across TfL are aware of the process and have a common and clear understanding of all decisions made.
* Compliance - Accountable for ensuring actions are compliant with all contractual/licensing obligations and with all regulatory and internal procedural policies to the provision of transition services.
Skills, Knowledge & Experience
Skills:
* Excellent interpersonal and organisational skills.
* ITIL V3/V4 Foundation or above qualification
* Proven ability to manage the interactions between suppliers, in-house teams and customers necessary to reliably deliver quality technology service transition services within large-scale, complex operating environments.
* Proficient in risk management methods and techniques for the assessment and management of technology and business risk.
Knowledge
* A University Degree in the relevant technology/computer science subject/equivalent technical qualification or demonstrable professional experience.
* Knowledge of ITIL processes (Foundation level desirable), with a focus on service transition elements, and its practical application within a complex safety-critical, multiple-site operational business.
* Demonstrable experience in the day-to-day operation in Change and Release.
* Experience of working in a complex multi-sourced environment i.e. cloud, virtualisation etc.
* Working-knowledge of ITSM tooling – preferably ServiceNow, BMC Remedy and Jira Service Desk.
* Knowledge of a recognised project delivery method.
* Knowledge of TfL’s policies, management structure and business objectives; and the relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act.
* Knowledge of agile methodologies, such as Scrum.
Experience
* Has worked within the technology industry in a Change and Release analyst role reporting to team lead / Manager level.
* Proven experience of working within a group of highly skilled business and technical IT professionals to deliver an ITIL-based service transition capability in a complex, multi-site, preferably public service organisation.
Equality, Diversity & Inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantees an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
In return for your commitment and expertise, you will enjoy excellent benefits including:
* Final salary pension scheme
* Free travel for you on the TfL network and a nominated person
* A 75% discount on National Rail Season Ticket and interest free loan
* 30 days annual leave plus public and bank holidays
* Tax-efficient cycle-to-work programme
* Retail, health, leisure and travel offers
* Discounted Eurostar travel
* Discounted private healthcare scheme (optional)
* Support in professional development
Application Process
Closing date for applications: Thursday 27th February 2025 at 23.59
Applications are required to have a two-page covering letter and a CV (maximum of two pages).
Please provide the CV and covering letter in Word format (with a minimum font size of 10 point) and do not include any photographs or images.
The covering letter is to describe how you meet the skills, knowledge and experience required for the role.
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