Senior Change And Release Management Analyst

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are looking for a collaborative, decisive and customer-focused Analyst who will assist to drive the complete life cycle of the Service Management process including Change and Release Management in English Technology Product group.

Why Cambridge?

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one.

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the perfect environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential.

What can you get from Cambridge?

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.

In this role, you will collaborate with colleagues across different areas of the business and branches.  It is an opportunity that will enable you to widen your horizon by learning from other cultures. You are expected to establish a strong relationship with stakeholders to maximise the value of an application through the following key activities: 

• Ensuring that standardized methods and procedures are used in accordance with the CUPA's Central Service Management model and ITIL best practices.

• Establishing effective processes for problem and Release Management involves collaboration and coordination across various support groups within both IT and the business, as well as with vendor partners.

• Responsible in other areas of ITIL Service Management ensuring best practices are followed and assisting team run through continuous service improvement programs.

• Proactively work with the Platform Delivery Manager and Platform Quality Manager to engage with the platform backlog and identify support areas to improve.

What will you do in this role?

The role will require extensive collaboration with wider English Technology Team including English Technology Service Management analyst and the Platform Support Team to:

• Assist in defining, planning, implementing, operating, and administering the Problem Management process throughout English Technology
• Engage in activities required to ensure that the action items related to permanent fixes and preventive measures are implemented within agreed timeframes.
• Maintain information about known errors and workarounds in the Known Error Database. This includes updating the service knowledge management system
• Provide assistance in measuring and reporting on the performance and operation of SLAs with 3rd party vendors
• Ensure that changes are implemented smoothly, efficiently, and in compliance with Change and Release Management processes, and that platform releases meet quality standards and business objectives

What makes you an ideal candidate for this position?

You will be ideal for this role if you are willing to work Monday to Friday 10:00 – 18:00 (PH Time). However, there will be a need on occasions to work outside these hours aligned the UK business needs, to support incidents, staffing issues and support releases into production and may include occasional weekend work.  It is expected that flexibility and appreciation of the constraints this may place on communications should be acknowledged.

In addition, having the following experience, knowledge or expertise would give you an advantage: 

• Two (2) years' Service Management (ITSM) experience preferably in a demanding, fast paced Global IT Organization
• ITIL v3 Foundation
• Experience of Ivanti Service Manager
• Possesses excellent analytic skills and is a problem solver
• Experience working in a 24x7 operations team
• Strong individual with ability to communicate, collaborate, and negotiate at all levels