Job Title: Problem & Change Analyst (24 Month FTC) Location: Peterborough (Hybrid) Are you motivated by delivering reliable IT services and ensuring continuous improvement through structured problem and change management? Do you thrive on getting into the detail of recurring issues and process-driven change that minimises business disruption? ABF’s Business Technology Services (BTS) team is looking for a Problem & Change Analyst to join our collaborative, customer-focused delivery function. You’ll play a key role in managing change requests across multiple business units and investigating recurring issues to improve service performance. This is a two-year fixed-term contract that forms part of a growing global strategy, offering the opportunity to work across a diverse and dynamic organisation. This is a hybrid role based in Peterborough, with a minimum of one day per week in the office. What You’ll Be Doing Review and assess change requests for quality, clarity, risk, and potential business impact across infrastructure and systems. Support or facilitate presentation of changes to the Change Advisory Board (CAB), and follow up on actions to ensure smooth implementation. Use incident data to identify trends, spikes, and recurring issues, raising problem records and prioritising them based on impact. Coordinate root cause investigations involving internal teams, end-users, and external suppliers to identify and resolve underlying issues. Track changes and problem resolution effectiveness through system data and user feedback to ensure ongoing service improvement. Maintain accurate and detailed records of all change and problem activities using the ITSM tool. Build effective relationships across BTS and business unit teams, ensuring consistent communication and stakeholder engagement. Support reporting and insights for upcoming changes and ongoing problem investigations using Excel and/or Power BI. What You’ll Bring Practical experience in a change and/or problem management role, ideally with a focus on structured change control processes. ITIL Foundation certification (v3 or v4) is essential, with a good understanding of IT service management best practices. Proficient analytical skills and attention to detail – skilled in working with data to identify trends and make informed decisions. Proficient communication and stakeholder management skills, with experience collaborating across technical and business teams. Familiarity with Microsoft 365, Azure, Power BI and ITSM tools such as ServiceNow. A motivated, solutions-focused mindset – able to manage competing priorities and drive issues to resolution. Comfortable hosting occasional late-day meetings to accommodate North American colleagues. A collaborative and customer-focused approach, aligned with ABF’s values of being progressive, committed, trustworthy and collaborative. Location Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture. Please note, this role may require occasional travel to other ABF sites in the UK.