IT Change and Problem Analyst

We’re looking for an organised, analytical, and proactive IT Change & Problem Analyst to join our IT team at CalMac. In this key role, you’ll help drive service stability, reduce recurring issues, and ensure IT changes are delivered safely, efficiently, and with minimal disruption to the business.

Working across technical teams, suppliers, and stakeholders, you’ll coordinate IT Change and Problem Management processes, support root cause investigations, analyse service performance trends, and contribute to continual service improvement initiatives.

There will also be an Operational Readiness/Release Management requirement to ensure Changes to new and existing systems are managed and transitioned into service effectively by following documented processes & governance.

What You’ll Be Doing

• Coordinating and governing the IT Change Management process, ensuring changes are assessed, approved, implemented, and reviewed effectively.
• Supporting Problem Management activities, including root cause analysis, corrective actions, and lessons learned from major incidents.
• Producing insightful reports and dashboards to identify trends, risks, and improvement opportunities.
• Facilitating Change Advisory Board (CAB) activities and maintaining accurate ITSM records.
• Working closely with technical teams and suppliers to improve service reliability and operational performance.
• Supporting IT governance, compliance, and continual service improvement initiatives aligned to ITIL best practices.
• Facilitate and/or assist with Operational Readiness meetings to ensure all IT artefacts & governance are collated and accurately documented

• Experience working within an IT Service Management (ITSM) environment.
• Knowledge of Change Management, Problem Management and/or Operational Readiness/Release Management processes.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Strong analytical skills with experience investigating trends and supporting root cause analysis.
• Excellent stakeholder management, communication, and organisational skills.
• Experience producing reports and dashboards using Excel, Power BI, or similar tools.
• ITIL Foundation certification (v3 or ITIL 4).

Desirable

• Experience within a regulated, transport, operationally critical, or safety-critical environment.
• Knowledge of ISO 27001, Cyber Essentials Plus, and IT governance frameworks.
• ITIL Practice Manager, Lean Six Sigma, or Power BI qualifications.

Circa £45000.00 plus * Industry leading Pension Scheme * Agile Working (minimum 2 days per week in office / out in the network) * 37 days annual leave (pro-rata) * Staff ferry travel pass for yourself, spouse/partner, and dependents