Problem & Change Analyst

Do you enjoy collaborating with a wider team and striving for the right solutions to recurring technical trends and issues? Can you apply the right governance to change requests to ensure the right approach is taken? If so this could be the ideal career move for you!

Reporting to the Problem and Change Manager in a team of 5 with great team spirit and a positive service management work ethic. This will be a varied role, no day will be the same and you will have the opportunity to support a wide range of clients across the ABF Group with varying levels of IT maturity.

You will be involved with identifying problems impeding operational performance and following through to remediation or risk mitigation. Utilising reporting and data analysis to prioritise and investigate trends and issues that arise whilst offering a best in class level of customer service. You will also attend regular Tech CAB (Change Advisory Board) meetings 3 times per week.

As part of this role, you will have the opportunity to learn new skills and utilise 1 day per month dedicated to your training and development.

What you'll be doing:

• Review change(s) against the infrastructure in use to ensure they meet required quality standards.


• Conduct an overall risk assessment and risk mitigation actions for changes being proposed or where a potential solution has not been identified to minimise business impact.


• Follow-up on actions agreed by CAB in collaboration with business unit user and BTS colleagues to achieve the required resolution or agreed level of mitigation.


• Track changes introduced against problem tickets and user feedback to assess progress or to plan follow-up investigation.


• Preparation of data and reports relevant to all upcoming changes.


• Analyse ticket data from our customers to identify trends, spikes, frequency or severity of incident arising to identify recurring or significant problems, including analysis of any availability and capacity reports


• Prioritise problems from data analysis based on business impact, raise a problem ticket and agree an investigation strategy with the business units and BTS colleagues.


• Investigate problems via engagement with business unit users, BTS staff and where required with relevant third-party providers to fully understand the problem and possible root causes.


• Propose remedial actions and develop a plan in collaboration with BTS colleagues and conduct testing in agreement with the business unit users., As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve in. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions with no impact on your application.
  
  Change Management experience of handling and governing technical change requests.


• ITIL service management knowledge


• Qualified to ITIL Foundation stage


• Can demonstrate experience of delivery of excellent customer service in a technical role


• Confident to challenge the status quo and propose better alternatives


• Effective data analysis skills


• Proficient in using Excel


• Effective workload and prioritisation skills, able to support a variety of change requests and requirements at any one time.


So if you enjoy problem solving and seeing first hand the positive impact you can make whilst working with a tight knit, friendly team, please don't hesitate to apply.

Hybrid with 1 - 2 days per week in the office. 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., Associated British Foods Business Technology Services are continually reviewing our benefits to ensure our staff feel rewarded…

Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world's second-largest producer of both sugar and baker's yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands.

Associated British Foods Business Technology Services (BTS) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we're looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

• AB Foods BTS match up to 10% pension (contributory)


• Up to 10% Bonus


• Opportunity to buy up to 5 days holiday per calendar year


• Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita


• 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary


We're looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.

All recruitment activities into our ABF BTS team are supported by our AB Agri business.