Team: Project Office

Salary: Excellent

Contract Type: Permanent

Hours Per Week: 40 Hours

IT Change Analyst, based at Holiday House in Leeds City Centre. This is a hybrid role with the ability and scope to work flexibly from home.

Reporting to the Change Manager, we are looking for an IT Change Analyst to monitor and manage change management requests from inception through to closure and provide guidance around Change Management Process where appropriate. Working as One Team to promote change management best practice, our IT Change Analyst will Take Responsibility for managing the changes to the IT business services infrastructure to minimize risk and eliminate disruption to the business arising from change implementation.

What will you do in the role?

Acting as a point of contact for all change requests (Standard, Normal, Expedited, Emergency and Retrospective), you will provide guidance on progressing changes as and when required. You will also:
  • Support the Change Manager in requesting and gaining approval for change requests
  • Co-ordinate and ensure appropriate communication updates are recorded in the Change Management Tool (ServiceNow)
  • Work with change owners, technical and service management teams to meet OLAs and SLAs around change delivery
  • Maintain the Forward Schedule of Change
  • Minimize the impact of approved changes and the occurrence of unapproved changes
  • Ensure superior levels of attention to detail
  • Ensure comprehensive back-out plans are available where necessary to minimise any impact to the business and existing SLAs
  • Support the Change Manager in continual service improvement initiatives
Change Advisory Board (CAB)
  • Provide the relevant information for facilitating CABs, chair scheduled/ad-hoc basis CABs or ECAB
  • Help facilitate Change Advisory Board meetings as required and ensure evidence-based decisions are reached
  • Produce the forward schedule of change, agenda and minutes
Customer Service and Relations
  • Guide customers in the appropriate use and navigation of the change management process
  • Support project managers and service teams in their use of the change management process
  • Monitor customer satisfaction with the change management process and change implementation outcomes and feed metrics into service improvement initiatives as appropriate.
What are the key skills / experience you’ll already have?

As the point of contact for all change requests, you will have the ability to escalate to change requesters, assessors and approvers as and when required, to ensure the change process is not delayed. You will also have:
  • ITIL foundation certificate in Service Management
  • Understanding of Change management tools/techniques
  • Understanding of configuration management tools/techniques
  • Ability to communicate with people at all levels of the business
  • Good communication skills, both oral and written, strong MS Office skill
  • Ability to work under pressure and prioritise work effectively in order to provide high levels of service at all times.
What can we offer you?

We have been recognised as one of the Top 50 Best Places to Work in the UK on Glassdoor and offer our valued colleagues a range of benefits including: -
  • Competitive salary
  • Contributory pension scheme
  • 34 days holiday entitlement per annum (including Bank Holidays)
  • 3 x salary life assurance
  • Generous discretionary profit share scheme
  • Colleague discounts on Jet2holidays and holidays and flights
  • Cycle to work scheme
  • Access to mental health first aiders
  • Annual pay review
  • Many retail discounts on – travel and leisure, health, and wellbeing, eating out, shopping and lifestyle.
We offer an excellent remuneration package with fantastic opportunities for progression in a growing business.

This is a great opportunity to be part of an exciting, forward-thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 10 UK bases.

Help us to send our all-important customers on holiday with and Jet2holidays!!

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