Senior Technical Analyst

Senior Technical Analyst

Role Purpose:

Responsible for the delivery of the Release Service to specific customers, ensuring that releases are managed effectively through the release lifecycle.

Responsibilities & Accountabilities

Strategy and Planning (45%)

• Define the scope and contents of each release with the relevant customer business, ensuring that agreement and commitment is provided by internal support teams to effectively support its delivery.

• Forward manage the schedule of expected releases to maximise the effectiveness of delivery.

• As part of the release undertake impact assessments • Liaise with relevant ISP to ensure that adequate IS support is provided pre, during and post implementation.

• Participate in CAB meetings to discuss release scope and/or roadblocks. Service Delivery (45%)

• The successful candidate will be responsible for the delivery of the Release Service to specific customers, ensuring that releases are managed effectively through the release lifecycle.

• Own the day-to-day service relationship with Delivery Management and Customer Stakeholders.

• Provide timely and relevant communications relating to the release to the primary, and other stakeholders.

• Manage risks and resolves issues that affect release scope, schedule, and quality.

• Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations

• Communicate all key release plans, commitments, and changes including requirements, schedule, and scope changes

• Manage relationships and coordinate work between different teams at different locations

• Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews

• Produce Deployment and Implementation Plans

• Communicate release details and schedules to the Business as required

• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists

• Capture all relevant release information in our, or our customers service management system Service Development (10%)

• Continually work towards making improvements in the release process

• Contribute to the Service Integration process for Release Management as and when required.

• Own the Remote Services Forward Schedule of Releases (FSR) and ensure that the most up to date version is available for all to view and updates communicated.

Performance Indicators

• Ensure Contract meets SLA performance targets

• Maintain and improve customer satisfaction levels

• Understand and adhere to policies and procedures

• Demonstrates relevant CC values & behaviors

• Costs minimized

• Keep skills up to date with IT industry standards as appropriate to the role/Contract

• Attain and maintain accreditations as appropriate to the role/Contract.

Knowledge, Skills & Experience

• Self-motivated and able to take ownership of own workload.

• High degree of professional responsibility.

• Be able to liaise with customer stakeholders at a senior level.

• Broad experience in IT Service environment.

• Proven ability to work under pressure and to tight deadlines.

• Be able to coordinate technical and non technical tasks across multiple teams.

• Well-spoken/Articulated.

• Good time management skills.

• Able to work remotely when required.

• ITIL v3 or ITIL 4 Foundation.

• Experience of Project Management principles.

Desirable: Prince 2 Practitioner qualification ITIL Release, Control & Validation qualification