Senior Business Change & Service Analyst, Divisional

Job title:

Senior Business Change & Service Analyst, Divisional

Company

Job description

Job Title Senior Business Change & Service Analyst, DivisionalJob DescriptionRole descriptionThe Business Change and Service Analyst is responsible for co-ordinating and facilitating Change and Release Management, a change may derive from incidents, defects, enhancements within the organization. They will They work with various teams at Pacific Life Reinsurance (PL Re) and facilitate any planned or unplanned service disruption. Ensure governance is adhered to, including working with technical teams and business across geographically distributed teams.As part of the service management team, the successful candidate will take responsibility in ensuring incidents are managed efficiently. Using the ITSM tool used by PL Re incidents raised will be reviewed, prioritised, and assigned correctly through to resolution, The role is a hybrid role requiring knowledge of change and problem management, assisting where necessary to drive operational and service excellence with sound experience of being able to execute service owned processes.Main Duties

• Assist in the development of the PL Re Technology Change and Release Management Process and act as first point of call for queries.
• Co-ordinate multiple teams across both PL Re and third parties (onshore & offshore) to ensure a smooth change & service delivery experience
• Support, resolution and management of defects in prod and non-prod environment. Ensure a clear defect management process is followed and reported to senior stakeholders as required
• Review of incidents, defects, change, including prioritization, acceptance, reporting, fix and change, meeting with PL Re and third parties
• Manage Change Request approval process from supporting demand from business to system release
• Support Release cycle including release schedule, manifest, emergency release into environments ensuring minimal business impact and risk.
• Manage outages with the business ensuring minimized business impact
• Co-ordinate the Planned Outage comms on a weekly basis
• Perform evaluation, analysis and make recommendations regarding platforms enhancements, effectiveness
• Point of contact for global stakeholders for change, service, incidents and defects. Lead and co-ordinate as necessary
• Support testing, including smoke test, regression, documentation and test management / coordination
• Ensure that IT Service Management tools are fit for purpose and subject to ongoing refinement and improvement.
• Explore opportunities to provide continual service improvement.

Qualifications & Expertise

• Experience in supporting service and working with various stakeholders both internal & external
• Understanding of software releases, their planning and support of UAT
• A good understanding of the software development life cycle (SDLC)
• Experience in incident management or similar service focused roles.
• Experience in defect management.
• Good understanding of the end-to-end release cycle
• Good understanding of test management, testing cycles their management and support
• Proven experience of working with third parties
• Excellent communication skills whether verbal or written.
• Prior experience with multi-region / multi-time zone organisations
• A continual improvement mindset and high levels of customer focus.
• Experience of working with internal and external partners to drive service excellence.
• Ability to work in a maturing team environment.
• Stakeholder management and business engagement.
• Adaptable to change in an evolving environment.
• ITIL qualified
• Technology background supporting enterprise level business an advantage.
• Experience with SAP Solution Manager would be beneficial
• Knowledge of change management tools like JIRA, TFS, Confluence or any other will be a plus

Working For Pacific Life ReEvery person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team’s connection with each other and reflect on their successes.Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and well being initiatives. We are also committed to supporting our employee’s involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.Benefits (Only for Permanent and Fixed Term Employees)

• Stakeholder Pension Scheme

• Life Assurance

• Subsidised Gym Membership

• Private Medical Insurance

• Season Ticket Loan

• Eye Care

• Employee Assistance Programme

• Group Income Protection

• Wellness Benefits

As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.Pacific Life Re Principles and Behaviours

Expected salary

Location

London

Job date

Fri, 06 Sep 2024 05:45:47 GMT

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