Change and Problem Analyst

Job Introduction

DAC Beachcroft LLP are currently recruiting for a Change and Problem Analyst to join their IT team on a 6 month fixed term contract. The Change and Problem Analyst is responsible for ensuring the quality and on-going improvement of the IT Change and Problem Management processes. 

Hours of work: Monday to Friday 9.00-5.00 (35 hours)

The Change and Problem Analyst will coordinate with the Change, Release and Problem Manager, team members, various functions and work activities at all levels of the processes. Also providing the authority or ability to promote, approve and manage change/problem records through to full resolution. Thus managing the processes end-to-end to ensure absolute integrity of the IT Production and DR environments.

Role Responsibility

• Process DAC Beachcroft's ITIL aligned Change and Problem Management processes
• Produce the required Change and Problem process documentation including process diagrams, detailed work instructions, system workflows and training materials
• Establish and maintain the Change and Problem process rules, standards and policies ensuring compliance with DAC Beachcroft's general policies, standards and procedures
• Proactively promote the Change and Problem processes across the organisation through workshops and other training activities
• Perform regular Change and Problem process reviews to identify opportunities for improvement
• Manage the delivery of continuous process improvements throughout the Change and Problem processes
• Ensure the Change and Problem process activities are automated where possible within the organisations Service Management solution
• Define and maintain Change and Problem interfaces with other ITIL processes and project delivery processes
• Define and report on Change and Problem process Key Performance Indicators (KPIs) and Critical Success Factors (CSFs)
• Produce monthly Change and  Problem Management reports and management information
• Provide guidance to all support teams and assist in their training and knowledge development
• Responsible for resolving Change and Problem  Management service dissatisfaction

Change Management Defined

• Collate and prepare Change and Release materials for the Weekly CAB meetings
• Chair the Weekly CAB Meetings maintaining a full record of CAB decisions
• Convene Emergency CAB meetings as required
• Own and maintain the Forward Schedule of Change with input obtained from the Architecture, Infrastructure Application Support and the Delivery teams.
• Audits and Reviews Changes for procedural compliance, information quality and completeness
• Authority to approve or reject change even once assessed
• Schedules and Manages Post Implementation Reviews (PIRs) for unsuccessful changes.  Completed PIRs and actions will be reviewed and tracked with Team Leads
• Support the escalation and mediation of conflicts in Change and Release planning

Problem Management Defined

• Analyses trends by reviewing Incident and Problem records and undertaking Service Improvement plans
• Proactively identifies potential Problem sources by discussing with Business leads, the service desk manager, Site Support team leads, Infrastructure and the Delivery team leads any potential issues not already logged as a problem record
• Undertake a review of any proposed problem records to understand whether it would be beneficial to raise both a problem record and a problem team to facilitate the resolution of this problem or to understand whether  the current work around is sufficient
• Prevents the recurrence of Problems across multiple systems
• Monitors the effectiveness of error control and makes recommendations for improvements
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with various technical leads from initiation through to full resolution of the problem. 
• Coordinating meetings to resolve said problems ensuring all required stakeholders are involved including both the business affected and the technical resources required.  Dependent on the nature of the Problem will determine whether these meetings are held weekly or monthly

The Ideal Candidate

Experience

• Able to demonstrate a broad understanding of ITIL Service Management processes especially change, release and problem
• Demonstrable evidence of having implemented and/or managed ITIL processes within a medium sized organisation
• Proven track record in engaging and effectively managing multiple stakeholder groups (both IT and Business)
• A knowledge of business improvement techniques (such as Lean)
• A proven track record of high performance and achievement
• Knowledge of industry best practices with regard to change, release and problem management and the ability to research, analyse and recommend industry best practices
• Able to show the utilisation of the required tools and techniques
• Familiar with Agile principles associated with a medium sized IT department
• A understanding of Service Level Agreements (SLAs) and their applications
• Reasonable technical understanding with an ability to translate technical requirements into easily understood business concepts and vice versa

Attributes

• Excellent communication and negotiation skills
• Be in possession of influencing skills to get results from people who are not direct reports
• Be in possession of multi-tasking capabilities
• Diplomatic, firm but fair attitude
• Self-motivating and able to work under own initiative
• Reasonable technical understanding with an ability to translate technical requirements into easily understood business concepts and vice versa
• Good listener with the ability to apply the knowledge gained effectively
• Good understanding of statistical and analytical principles and processes
• Good presentational skills
• Strong belief in customers satisfaction and business benefit driven solutions
• Innovative in respect of service quality and ways in which it can be improved
• Keeps up to date with industry trends

About the Company

We are a leading international legal business with over 2,400 colleagues and a diverse range of capabilities. We have 11 offices in the UK as well as offices in Dublin, Madrid, Paris, Singapore, Chile, Colombia, Mexico and Miami. We also have associations/alliances with firms in Northern Ireland, Malaysia, Hong Kong, Brazil, Peru, Central America, Argentina, the USA, Australia and Germany.

We are known for our market-leading presence in sectors such as Insurance, Health and Real Estate. This is complemented by a fast-growing Business Advisory capability. We represent a wide range of clients, ranging from household names to government departments and NHS bodies. We act for the majority of the top 30 insurance and financial services companies operating in the UK. We are the asset management lawyers for the UK’s largest shopping centres and act for 9 of the UK’s top 10 housebuilders.

We have an impressive legal pedigree, with 155 Chambers UK 2019 practice area and individual lawyer rankings, including 30 rankings at 'Band 1' level. In Legal 500 UK, 2018, the firm received top tier ranking for 32 of its practice areas and 59 practice areas in the top two tiers. In March 2018, we were named as one of Legal Week's Best Legal Advisors for the third year running, achieving category-leading satisfaction scores for our commercial approach, service delivery, quality of legal advice, communication & responsiveness and overall relationships.

Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients, and for being the place where talented people want to work. For further details on our work and our culture, please visit www.dacbeachcroft.com.

DAC Beachcroft is an equal opportunities employer and we welcome applications from every sector of the community. We also welcome direct applications. If this opportunity sounds of interest to you, please make an application and submit your CV. Your application will be dealt with in the strictest of confidence.

Note for Recruitment Agencies – the DAC Beachcroft recruitment team is responsible for managing all current vacancies through direct hiring and referrals wherever possible.  We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us.  Speculative CVs sent by any agency to any DAC Beachcroft employee without a specific request by the recruitment team will not be accepted and with no introduction fee applicable.  Our recruitment team can be contacted at recruitment@dacbeachcroft.com

DAC Beachcroft