Release & Change Assurance Analyst

21 Oct 2021
05 Nov 2021
Full Time
Contract Type
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 Manager

As 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.
What you'll bring:
    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.
Customer Service GroupIn our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you're a frontline colleague speaking to a customer, or one of brilliant support people, you'll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The Rewards:There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

    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
Where you'll work:Livingston Watermark House (travel to other locations required on occasion) :

Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there's onsite parking available for cars, motorbikes and bicycles.

You'll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym. Or play a game of pool or table tennis.

Inclusion:We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working

And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait? Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

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