IT Change Analyst

About Withersworldwide

A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems.  It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

What are we looking for?

Due to growth in IT services and an increased rate of IT change, we are looking for a highly motivated and proactive IT Change Analyst to work alongside the IT Change and Release Manager to enable Withers IT teams deliver IT change successfully. 

The main responsibility of the role is to assist with all IT change management activity. This involves facilitating and chairing the weekly Change Advisory Board (CAB), checking RFCs for correctness and completeness, and encouraging compliance with the change management process and policies. Aligning to ITIL v4 framework, the role should also be continually reviewing change management practises to spot and recommend areas of service improvement. In addition, the role holder will also provide administrative support for release management as required. 

Possessing a strong professional and flexible character is a key requirement for this role. You must be proactive, motivated, hold a great attention to detail and have a willingness to learn. You will need to be self-sufficient within your daily duties and be comfortable working day to day with a wide range of people, including members of senior management, project managers, technical and support teams, business services and legal staff to ensure the effective delivery of business-led initiatives.

An extremely high level of personal organisation is required, together with a 'can-do' attitude and an ability to work to tight deadlines and under pressure.  This person must inspire a positive work environment and help champion quality, innovation, teamwork, and service to the business.

The individual will work in our London office as part of the Global Systems Team. The Global Systems Team is located in London and is responsible for supporting and maintaining the firm's technology across geographical regions. The Global Systems Team is split into six functional but collaborative groups – Infrastructure, Applications, Development, Solution Architecture, Testing and Change and Release

This role requires experience of working in a medium to large multi-site professional services organisation and broad experience of the legal industry.  Strong written and verbal communication skills are required.

The priority for all IT activity is to maintain the highest levels of stability and reliability in the services delivered.

Experience required

• 3 years working experience, ideally from similar position or IT administrator or service delivery role.
• Industry recognised technical qualifications or degree educated. ITIL Foundation v3 or v4 will be advantageous.
• Previous exposure to ITIL change management service management and/or project management. 
• Experience of working in an ITIL-based support environment and with ITSM systems
• Involvement in design and implementation of policy, process and procedure
• Excellent computer literacy – particularly MS Office, Service Management tools 
• Practical understanding of IT security, patching, compliance and best practices 
• Legal-industry background and awareness of applications such as iManage, Litera, PDF Manipulation tools, Interaction, BigHand, IntApp Suite, and Elite 3E
• Ability to work to tight deadlines and handle work pressures.
• Experience of working across different business areas, demonstrating customer focus and good corporate awareness.
• Demonstrable ability to communicate across departments at all levels and with senior management, technical, support and business stakeholders both internally and externally.

Areas of focus and responsibilities

• Chair CAB meetings as required and perform related administration tasks.
• Co-ordinate and chair eCAB meetings as required.
• Provide admin assistance as directed by IT Change and Release manager.
• Aid with the co-ordination, planning, scheduling, control and implementation of changes when needed.
• Review submitted change requests for compliance, accuracy and completeness and where needed, provide the necessary support to ensure proper documentation, communication plans, test and roll back plans are in place and monitor progress from initiation through to successful completion.
• Provide change submitters and approvers the relevant support and guidance to ensure RFCs submitted are of a high quality and to ensure consistency in the quality of the submitted RFCs. 
• Work closely with all technical and business services teams to encourage adoption of the change management process and to ensure compliance.
• Ensure RFCs have been reviewed and approved by the approving managers prior to CAB and by the CAB Committee members as part of the change management process. 
• Provide required assistance to ensure business/IT stakeholders support is in place for submitted changes.
• Support the IT Change and Release manager with the setup and adoption of the rollout of the inhouse developed change management portal.
• Distribute the forward schedule of change prior to CAB meetings and the results of the CAB votes.
• Complete post implementation reviews as required.
• Conduct regular reviews of the change management processes with IT Change and Release manager to identify and recommend service improvements.
• Collaborate with stakeholders to ensure the change processes are appropriately documented, communicated, and understood.
• Create and define metrics to show value and effectiveness of change management. 
• Understand underlying procedures, document, and communicate as appropriate.
• Ensure IT change submitters adhere to the change management processes and maintain quality checks.
• Assist the IT Change and Release manager in completing regular audits of the change management process.
• Assist IT Change and Release manager in providing regular reports to the IT management.
• Monitor problem record and major incident notification emails to help identify if a change has resulted in a problem record or a major incident, and where appropriate ensure this is reflected in the submitted RFCs.
• Adhere fully to the change management process.
• Contribute to the IT risk register to identify and manage operational risks and work to eliminate areas of vulnerability.

The Essentials

• 9.30am to 5.30pm core but flexibility is a must
• Agile working environment split between London office and remote working.
• 12 weeks' probation period
• 12 weeks’ notice period.
• Flexible benefits package including pension, private medical, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site café plus more.

Information for Recruitment Agencies

Withersworldwide endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withersworldwide operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement

It is the policy of Withersworldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation).