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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.
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