Change Analyst

Description:

About Acora:

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

Our Values

At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• Be the best you can be

• We do what we say

• Together we win

Change Analyst Role:

To work as a Change Analyst processing Requests for Change from colleagues in accordance with the existing mature process based on the ITIL v3 framework. Assist the Change Manager in scheduling with Clients their contracted Change Advisory Board Meetings (CABs) – either on-site or by telephone conference calls and the subsequent work required. Also, assist in the administration required in running CAB meetings such as composing Agendas, taking minutes and getting updates on progress.

Working with the other members of the Change Management team to ensure that Acora fulfils its contractual obligations to each and every customer.

The role will be remote, however you will need to be in the office during your training period.

Key Responsibilities:

To adopt and endorse the company’s vision and all supporting policies, across all aspects of the role at all times.

• To ensure that all work carried out for clients, or the business is recorded in our core application systems.

• Chair Customer CAB’s and ensure all RFC’s are in a state ready for CAB and that the responsible attendees attend.

• To manage the Forward Schedule by undertaking Change Analysis for requests that are raised to include ensuring all records are updated and that engineers proposing changes are meeting the requirements to deliver test plans, back-out plans and details of any system monitoring to be suspended for the duration of any planned change.

• Work with the Change Manager to develop a plan on improving service maturity for Change Management, either via the process or tools being utilised.

You will be expected to spend some time working at both of Acora’s office in Burgess Hill or Solihull.

To endorse, support and pursue the company’s strategies and policies around external qualitative assessment and accreditation, i.e. ITIL, SDI or ISO/IEC.

The development and implementation of robust processes to ensure that a high-quality Change management service is provided and maintained to both internal and external customers.

The continuous pursuit of industry best practice in Change Management, including for yourself and your team members, external study/development leading to a relevant professional qualification.

To enable all Operational areas to provide BAU activities in the event of holiday, training, and sickness.

Deliver on your Focus Areas as set by the Change Manager.

Additional Tasks within role:

• Provide Change Management overview to Acora new entrants as required, and give full details of quality expectations when processing RFC’s alongside the tasks given to them within their new roles.

• Provide a Change Management overview to agreed representatives of new Customers ahead of the start date of their Operational Support. (This can be tailored to the requirements of the customer depending on their level of experience with Change Management and/or ITIL).

• Be a point of contact for any day to day change related questions or queries both internal and external.

Key Skills:

Specific requirements of the role include:

A high-level appreciation of relevant, common IT technologies alongside:

•Minimum of 6 months as a Change Analyst with evidence of a meticulous, accurate way of working

• Is confident in speaking with Client Management or Client IT Contacts

• Ideally has experience of working in an organisation with International Standards such as ISO 9001 (Quality Management); ISO 20,000 (IT Service Management); ISO 27,001 (Information Security Management), or 25,999 (Business Continuity).

Privacy Policy:

In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016