Release and Assurance Analyst

Essential Roles & Responsibilities

• Support the creation and maintenance of release plans and schedules
• Assist in the development and implementation of release procedures and policies
• Ensure that documentation and related materials are up to date and accurate
• Monitor the release process to identify and address any issues or risks
• Analyse and report on release performance metrics
• Collaborate with key stakeholders to ensure all requirements are met
• Maintain a thorough understanding of:
• Products and services
• Key features and capabilities
• Customer needs and preferences
• Monitor service levels and performance, ensuring alignment with agreed Service Level Agreements (SLAs)
• Identify service issues and work cross-functionally to resolve them
• Analyse service performance data to identify trends, patterns, and potential risks
• Conduct testing of products and services prior to release
• Support the development and implementation of service improvement plans

Teams to Collaborate With

• Customer Experience & Managed Services - Ensure consistent delivery of high-quality service, proactively monitor customer needs, and incorporate feedback into future portfolio development and propositions

Behavioural Competencies (Organisational & Cultural Fit)

• Flexible and creative, with the ability to take considered risks
• Able to learn quickly and adapt to changing environments
• Self-motivated and capable of working under pressure
• Handles conflict and challenges in an open and constructive manner

Critical Competencies (Technical Fit)

• Experience within the IT Managed Services industry, with knowledge of:
• Cloud
• Security
• Networking
• Modern workplace technologies
• Experience in quality assurance, release management, and testing
• Awareness of the managed services market and understanding of the technologies and skills required to deliver high-quality customer service
• Excellent collaboration and communication skills
• Strong attention to detail and ability to work independently