Change Analyst

TN United Kingdom; East Midlands; Hybrid; GBP 30,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Change Analyst and play a crucial role in driving organizational transformation through technology. This dynamic position involves coordinating change requests, refining processes, and ensuring compliance with best practices. You'll thrive in a collaborative environment, working closely with various teams to facilitate seamless transitions for clients. With a commitment to personal development and a culture that values diversity and inclusion, this role offers a unique opportunity to make a significant impact while advancing your career in a supportive workplace.

Benefits

Flexible Hours

25 Days Holiday

Health and Wellbeing Programs

Training and Career Development Opportunities

On-site Parking

Subsidized Restaurant

Games Room

Annual Events

Cycle Scheme

Shower Facilities

Qualifications

• Educated to A level standard or equivalent.
• ITIL V4 or V3 Foundation qualification is desirable but not essential.

Responsibilities

• Coordinate change requests and check for quality and completeness.
• Administer changes in progress, ensuring timely approvals.
• Provide management reports on change activities.

Skills

Analytical Thinking

Customer Care Skills

Communication Skills

Organizational Skills

ITIL V4 or V3 Foundation

Education

A Level or Equivalent

Tools

MS Outlook

MS Word

MS Excel

ServiceNow

Job description

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Are you a master of adaptability with a keen eye for detail? Are you passionate about driving organisational transformation through technology? Join our dynamic team at CDL as a Change Analyst and play a pivotal role in implementing and managing changes across our business.

We're seeking an analytical thinker who thrives in a fast-paced environment and is eager to facilitate seamless transitions for our clients.

If you're ready to make an impact and be at the forefront of innovation, we want to hear from you!

The Role

To work with Team Leaders and Managers across the company to ensure that Changes are delivered following CDL policy, processes, and best practices.

Position in Organisation

• Reports to Change Manager.
• Facilitation across different business areas to coordinate change request functions.
• Direct contact with senior internal and external customers.
• Provides cover for CDL Release Analysts when required.

About CDL

CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web, and telematics space, including connected home, enrichment, and self-service solutions. The company’s robust and innovative technologies enable its customers to thrive in the highly competitive UK insurance marketplace.

We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company.

Department

Service Management

Employment Type

Permanent - Full Time

Location

North West UK - Hybrid

Workplace type

Hybrid

This role's hiring manager: Jed Shaw

Key Responsibilities

Coordinate Changes:

• Coordinate change requests and check the CRs for quality and completeness of information.
• Draft client communications in line with the Change Management policy regarding notice periods and respond to client queries.
• Administer changes in progress, ensuring approvals are completed timely and statuses are updated.
• Collaborate with the Change Manager to understand the impact of failed changes and arrange PCRs (Post Change Reviews).
• Administer and take minutes at CDL’s bi-weekly Change Control Board (CCB) meetings.
• Work with the Change Manager to understand requirements for Emergency, Fast Track, and Standard Changes and advise stakeholders accordingly.
• Participate in client change calls, ensuring relevant reports are generated and distributed.

Refine Change Processes:

• Contribute to continuous service improvement (CSI) cycles under the guidance of the Change Manager.
• Work with stakeholders and clients to ensure change procedures are well documented, communicated, and understood.
• Document underlying procedures as appropriate.

Monitor efficiency and effectiveness:

• Provide management reports on change activities to clients and senior management.
• Conduct regular reviews of change processes with stakeholders and clients.
• Identify and recommend service improvements based on feedback and observations.

Ensure IT teams follow Change Management Processes:

• Assist in regular audits of change processes.
• Review incident logs caused by changes to identify non-compliance.
• Highlight repeated non-conformance issues to team leaders and the Change Manager.
• Support the development of Service Management initiatives.
• Work with the Change Manager to prevent unauthorized changes.

Personal Development:

• Identify training needs to enhance skills and knowledge.
• Take ownership of personal development plans.

Skills, Knowledge, and Expertise

• Educated to A level standard or equivalent.
• ITIL V4 or V3 Foundation qualification is desirable but not essential.
• Proficient in MS Outlook, Word, Excel.
• Experience with ServiceNow or other ITSM tools.
• Strong customer care skills.
• Ability to prioritize and organize workload.
• Excellent communication skills.
• Ownership and responsibility acceptance.

Benefits

• Hybrid working (2+ days in the office).
• Flexible hours.
• Starting with 25 days holiday, increasing to 30 with service.
• Recognized as a top employer for 8 consecutive years.
• Training and career development opportunities.
• Health and wellbeing programs.
• Social activities and events.
• Additional benefits like life assurance, EV schemes, recognition awards, parental benefits, diversity initiatives, pension, community projects, and referral bonuses.

Campus Benefits:

• On-site parking, modern offices, quiet spaces, shuttle bus, subsidized restaurant, games room, annual events, onsite services like yoga and massages, cycle scheme, shower facilities.

Diversity and Inclusion

We’re committed to diversity and inclusion, welcoming applications from diverse talents and flexible working needs.

About CDL Software

CDL’s innovative solutions support leading UK insurance retailers, enabling their success and growth. Our track record includes serving some of the UK’s most profitable insurance operations.