Release & Change Assurance Analyst
Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work. "This role in the Release & Change Assurance area sits in the Billing Department within the COO Operations division where you will help ensure we deliver the best customer service in the country." - Senior Release ManagerAs Release & Change Assurance Analyst you will support the Manager to deliver systems changes and fixes in monthly releases and you will ensure that Critical Events and large-scale changes across the Operation land safely and effectively. This involves close collaboration with a wide range of Business and Technology Stakeholders across Sky UK. Working in a fast-paced and exciting environment you'll need to be proactive and possess the ability to unravel complex issues down to their fundamental roots to enable swift resolution. Most importantly you'll possess great analytical and people skills, and you will be a confident communicator. Flexibility and adaptability are key to this role.What you'll do:
- Provide support to the Manager to prioritise and deliver of cross functional small change within the quality framework, delivering to agreed quality measurements, KPIs and SLAs.Provide support to the Manager to land Critical Events and large-scale changes safely and effectively across the Operation through consultation and collaborationDeliver systems changes and fixes in monthly releases by managing business requests for change, in the agreed priority order, through the delivery cycle.Complete impact assessments on business areas affected by the release/change/eventAssist the stakeholders with small change and defects analysisEnsure that stakeholders have relevant and up to date information during the delivery phase of the release/project/eventWork in collaboration with the Billing team, UKIS, Change and the wider business to support the delivery of improvement initiatives.Understand critical business periods by identifying upcoming activities and events, where heightened awareness of change or busy change periods are likely to destabilise systems or business operations and offer responses and mitigationConduct investigations on feasibility and implications of proposals and offer alternative solutions where applicable Maintain effective relationships with key stakeholders across the business.Be a key member of the team and be recognised, trusted, and supported by the wider department, the Business and Technology to provide business context to small and larger change and to offer solid contingency planning and readiness preparation work.Create and own Readiness and Contingency Plans and be recognised by senior stakeholders and business departments as being as effective as possible.Present meaningful information of a high standard to agents, colleagues and senior management using different approaches to meet the needs of the audience.Ensure that systems outages are understood and effectively communicated to impacted areasEnsure that a robust governance framework exists around systems permissions for agents and colleaguesEnsure the effective day to day management of actor roles, working in collaboration with business stakeholders and project teamsEnsure roles are audited in alignment with current internal and external audit requirements.
- Experience and aptitude for managing stakeholder relationships in challenging circumstancesExcellent analytical, organisational and communication skillsStrong but flexible team player with ability to work across multiple platforms and departmentsKnowledge of Sky's products, customer management systems and customer journeysAbility to take ownership and to work on your own initiative in a fast-paced environmentManaged safe and effective delivery of critical events and large-scale changes across the OperationWork collaboratively with various support teams ensuring change and impacting initiatives are landed with minimum disruptionAbility to work effectively and collaboratively with various support teams, across all Sky business areas to manage, support and control changeDelivered clear and concise company-wide / Exec level communications, providing regular updates on small change, launches and critical eventsThe skills and confidence to take ownership and carry out thorough mitigation, contingency, and remedial planning and to follow through on the execution of the plans.
- Sky Q, for the TV you love all in one placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences