Change & Release Analyst, 12 Month FTC

Ensono Limited
Staines-Upon-Thames, Middlesex
16 Jun 2017
16 Jul 2017
Contract Type
Full Time

Job Summary

We have an incredibly diverse, talented and committed team of people whose focus is squarely on working together to keep critical applications running 24 hours a day, so that our Clients can focus on building success in their own field. Due to our continued success and growth we are looking to recruit an additional person to join our Change & Release Team.

Reporting to the Change & Release Team Leader you will be responsible for delivering a responsive end to end change and release service to our clients in line with ITIL processes.

Key Responsibilities

As part of the Change & Release team you'll be an invaluable first point of contact for our clients and internal teams for queries regarding to Change Management and release management.

You'll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - Ensono University', you'll be supported by both internal and external training.

  • Raise support requests and requests for change
  • Liaise with clients to agree scheduling for OS patching and service pack upgrades
  • Work with key departments to ensure that routine tasks are correctly completed and in a timely manner
  • Liaise with relevant departments to ensure correct processes are completed before scheduling keys tasks
  • To schedule any critical patches released for immediate deploy
  • To respond to client queries and issues in a prompt and professional manner
  • Once schedules are approved - raise work tickets and assign to relevant team for work
  • Send out internal scheduled work communications daily
  • Deploy patches to client and internal servers
  • Document client instructions in our knowledge tool
  • Produce reports (daily, weekly and monthly) on change and release activities
  • Undertake the daily activities associated to the Attenda Operational Change Management process and procedures
  • Input into daily Change Advice Bureau (CAB) meetings
  • Assist with the monthly Vulnerability Advisory Board (VAB) review
  • Use and maintain Ensono’s patching tool
  • Document client instructions in our Knowledge tool
  • Complete all tasks while adhering to established ITIL processes
  • Provide support in carrying out ad-hoc Client Support administration tasks


  • Knowledge of a call management system and its function
  • Knowledge of ITIL and its function within IT
  • Knowledge of Change Management is desirable
  • Knowledge of Release Management is desirable


  • Excellent customer service skills and confidence in liaising with personnel at all levels
  • Ability to multi-task and work well under pressure
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Ability to work pro-actively in a customer focused team environment
  • Ability to manage calls in line with established SLAs
  • Excellent Microsoft Excel skills
  • Strong attention to detail
  • To respond to client queries and issues received by; Telephone, Voice Mail, E-mail and Client Portal


  • Experience of working in IT environment - desirable but not required
  • Previous experience in a customer service role
  • Confidence in liaising with people at all levels