Problem & Change Analyst
AB Agri
- Peterborough
- Permanent
- Full-time
- Review change(s) against the infrastructure in use to ensure they meet required quality standards.
- Conduct an overall risk assessment and risk mitigation actions for changes being proposed or where a potential solution has not been identified to minimise business impact.
- Follow-up on actions agreed by CAB in collaboration with business unit user and BTS colleagues to achieve the required resolution or agreed level of mitigation.
- Track changes introduced against problem tickets and user feedback to assess progress or to plan follow-up investigation.
- Preparation of data and reports relevant to all upcoming changes.
- Analyse ticket data from our customers to identify trends, spikes, frequency or severity of incident arising to identify recurring or significant problems, including analysis of any availability and capacity reports
- Prioritise problems from data analysis based on business impact, raise a problem ticket and agree an investigation strategy with the business units and BTS colleagues.
- Investigate problems via engagement with business unit users, BTS staff and where required with relevant third-party providers to fully understand the problem and possible root causes.
- Propose remedial actions and develop a plan in collaboration with BTS colleagues and conduct testing in agreement with the business unit users.
- Change Management experience of handling and governing technical change requests.
- ITIL service management knowledge
- Qualified to ITIL Foundation stage
- Can demonstrate experience of delivery of excellent customer service in a technical role
- Confident to challenge the status quo and propose better alternatives
- Effective data analysis skills
- Proficient in using Excel
- Effective workload and prioritisation skills, able to support a variety of change requests and requirements at any one time.
- AB Foods BTS match up to 10% pension (contributory)
- Up to 10% Bonus
- Opportunity to buy up to 5 days holiday per calendar year
- Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
- 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary