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2535 - Change and Release Analyst
| Posting date: | 29 January 2025 |
|---|---|
| Salary: | £34,140 to £42,019 per year |
| Additional salary information: | The national salary range is £34,140 - £37,105. London salary range is £38,661- £42,019. Your salary will be dependent on your base location |
| Hours: | Full time |
| Closing date: | 14 February 2025 |
| Location: | UK |
| Remote working: | On-site only |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 2535 |
Summary
Job Description
Digital & Technology Services is looking to expand the digital operations support team to help HMCTS transition and run great digital services. The role has potential for future management responsibility dependent of the growth and expansion of HMCTS Digital and Technology Services team. The role will support the ongoing expansion of digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation. The role will be instrumental in ensuring the change management process is adhered to and that change requests are clear, accurate, and shared widely for transparency and stakeholder relationships. The role will be responsible for ensuring that the risk and impact assessments of change requests are robust and fully evidenced by working with delivery teams to gain a full understanding of the change being proposed; the importance and value of this will be clear in the availability of services to our end users and a reduction in unplanned outages due to changes.
The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. They will be expected to understand the changes taking place and the justification for the changes, take ownership of data collection and distributions of reports, dealing with issues and communicating progress in a timely manner.
Key Responsibilities:
Working closely with DTS Live Operations and Operational Services technical support teams, the main responsibilities of the role are:
• Collaborate with internal and external teams to promote Change Management and ensure Change Management is embedded into future systems.
• Assist in the design and enhancement of key processes to ensure changes are effectively assessed by the relevant teams, approved by the correct stakeholder groups and implemented successfully.
• Consider the practical detail of proposed changes to/in service delivery, identifying the risks and implications, considering the available options and working with change initiators to ensure this information is documented and appropriate
• Provide specialist/technical advice and recommendations to support informed decision-making as to whether a change or release is ready to be deployed into live
• Be alert to emerging issues and trends, considering the impact they have on the immediate work area, and more widely across the organisation.
• Support the Change and Release Manager in the end to end Change Management process for DTS and other programme areas
• Understand the change requests being raised, and assess and review them for risk and impact, always looking to ensure service stability and availability, and where this is not possible, making sure this has been agreed and the correct communications have been sent to stakeholders.
• Initiate and lead on post implementation reviews for unsuccessful changes, ensuring the correct stakeholders are involved, and leading on thorough investigation into any issues and proposed future mitigations and lessons learned are discussed and documented.
• Be aware of planned deliverables when approving changes, ensuring to avoid scheduling clashes
• Act as a point of escalation for Change Management in DTS, escalating more complex and difficult issues upwards to relevant members of the team, supporting where possible.
• Collaborate with others across teams to resolve issues and problems where there may be some ambiguity.
• Identify any possible process and service improvements, raising them with the Change and Release Manager to add them to the backlog for Continual Service Improvement.
· The post holder will report to the Change & Release Manager.
· Support the release calendar and coordinate with change and release managers to ensure changes and releases meet entry criteria, are tested, and deployed properly, while maintaining clear communication and providing necessary training.
Skills and Essential Criteria:
• Experience of working in a structured service delivery environment;
• Ability to work to tight timescales, managing your priorities and ensuring delivery of requests;
• A good understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Experience of working collaboratively with multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
Desirable Criteria:
• Experience of Agile delivery approach would be an advantage;
• Evidence of using continuous improvement tools to review and implement process improvements
• Knowledge of ITIL principles;
Digital & Technology Services is looking to expand the digital operations support team to help HMCTS transition and run great digital services. The role has potential for future management responsibility dependent of the growth and expansion of HMCTS Digital and Technology Services team. The role will support the ongoing expansion of digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation. The role will be instrumental in ensuring the change management process is adhered to and that change requests are clear, accurate, and shared widely for transparency and stakeholder relationships. The role will be responsible for ensuring that the risk and impact assessments of change requests are robust and fully evidenced by working with delivery teams to gain a full understanding of the change being proposed; the importance and value of this will be clear in the availability of services to our end users and a reduction in unplanned outages due to changes.
The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. They will be expected to understand the changes taking place and the justification for the changes, take ownership of data collection and distributions of reports, dealing with issues and communicating progress in a timely manner.
Key Responsibilities:
Working closely with DTS Live Operations and Operational Services technical support teams, the main responsibilities of the role are:
• Collaborate with internal and external teams to promote Change Management and ensure Change Management is embedded into future systems.
• Assist in the design and enhancement of key processes to ensure changes are effectively assessed by the relevant teams, approved by the correct stakeholder groups and implemented successfully.
• Consider the practical detail of proposed changes to/in service delivery, identifying the risks and implications, considering the available options and working with change initiators to ensure this information is documented and appropriate
• Provide specialist/technical advice and recommendations to support informed decision-making as to whether a change or release is ready to be deployed into live
• Be alert to emerging issues and trends, considering the impact they have on the immediate work area, and more widely across the organisation.
• Support the Change and Release Manager in the end to end Change Management process for DTS and other programme areas
• Understand the change requests being raised, and assess and review them for risk and impact, always looking to ensure service stability and availability, and where this is not possible, making sure this has been agreed and the correct communications have been sent to stakeholders.
• Initiate and lead on post implementation reviews for unsuccessful changes, ensuring the correct stakeholders are involved, and leading on thorough investigation into any issues and proposed future mitigations and lessons learned are discussed and documented.
• Be aware of planned deliverables when approving changes, ensuring to avoid scheduling clashes
• Act as a point of escalation for Change Management in DTS, escalating more complex and difficult issues upwards to relevant members of the team, supporting where possible.
• Collaborate with others across teams to resolve issues and problems where there may be some ambiguity.
• Identify any possible process and service improvements, raising them with the Change and Release Manager to add them to the backlog for Continual Service Improvement.
· The post holder will report to the Change & Release Manager.
· Support the release calendar and coordinate with change and release managers to ensure changes and releases meet entry criteria, are tested, and deployed properly, while maintaining clear communication and providing necessary training.
Skills and Essential Criteria:
• Experience of working in a structured service delivery environment;
• Ability to work to tight timescales, managing your priorities and ensuring delivery of requests;
• A good understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Experience of working collaboratively with multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
Desirable Criteria:
• Experience of Agile delivery approach would be an advantage;
• Evidence of using continuous improvement tools to review and implement process improvements
• Knowledge of ITIL principles;