Change & Problem Analyst

Seasalt is a modern Cornish company with an ambitious vision. As a successful omnichannel retailer spanning our website, over 70 shops and 400 wholesale stockists, we’re always challenging ourselves to think creatively, innovate and improve.

As a Change & Problem Analyst you will contribute to the identification, analysis, and resolution of operational issues within Seasalt, with the aim of putting in place continual improvements to stop incidents such as service outages recurring. 

You will also support the ITIL 4 Change Enablement process, creating change calendars, attending Change Advisory Board (CAB) meetings and ensuring all changes adhere to the change policy.

Working collaboratively with teams across Seasalt, you will contribute towards the effectiveness and efficiency of our operations, minimising disruptions and ensuring a seamless experience for our customers.

Please note that this role is available remotely across the UK with occasional travel to our Head Office locations in Cornwall. If you are a Cornwall based candidate, this role will be based at Head Office with a hybrid working approach.

You’ll help us by:

You will be involved in both reactive and proactive problem management, analysing data to identify trends and underlying system issues. Engaging with key stakeholders, you’ll monitor incidents, document recurring problems, and coordinate investigations to implement solutions. Where a root cause isn’t immediately clear, you’ll record problems as known errors, establish workarounds, and minimise potential disruptions.

You’ll facilitate root cause investigations, collaborating with internal and external teams to drive resolution. Additionally, you’ll participate in Post Incident Reviews, ensuring problems are well-documented and follow-up actions are completed.

Overseeing all live service changes in FreshService, you’ll ensure proper risk assessments and impact analysis before implementation. You’ll also contribute to post-implementation reviews, track corrective actions, and audit standard change processes to maintain compliance and efficiency.

Supporting the development of a Configuration Management Database (CMDB), you’ll help optimise change processes and enable rapid recovery from system failures or security threats. You’ll also coordinate planned changes to avoid business disruptions, communicating scheduled change freezes and maintenance windows.

You will generate regular reports on Change Enablement and Problem Management while contributing to the Knowledge Management System. Additionally, you’ll maintain service runbooks, ensuring updates align with problem resolutions and approved changes.

The skills you’ll be sharing with the team:

• GCSE English and Maths or equivalent
• Desirably, you’ll have a degree/A levels in a relevant subject, such as computer science, an ITIL Foundation certification or higher, or evidence of continued professional development.
• Experience of the Change Management lifecycle, including Change Advisory Board would be desirable.
• Experience of working in a fast-paced deadline driven environment in a similar role.
• Retail and e-commerce experience would be desirable.
• Experience of Seasalt’s current systems, specifically PLM, Dynamics 365 or MS Dynamics AX.
• Experience in working within an ITIL service management environment.
• A constant learner, familiar with current technology.
• Strong analytical and problem-solving abilities, with a keen attention to detail. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. 
• Proactive and self-motivated, with the ability to work independently and prioritise tasks in a fast-paced environment.  

Why we hope you’ll love working with us:

The success of Seasalt is down to the skill and hard work of our team. We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us.

As well as doing everything we can to support your development professionally, we believe encouraging personal growth is just as important. So you can fulfil your passion and purpose, not just at work but in life, we offer a range of benefits that are designed to enhance your career and wellbeing:

• Salary: £26,000 - £32,000 depending on experience (Band 2)
• 34 days paid annual leave (including bank holidays), increasing with length of service 
• Attractive 50% employee discount  
• Flexible benefits allowance to personalise your benefits package 
• Private Medical Scheme including 24/7 virtual GP 
• Free access to our Employee Assistance Programme through Retail Trust with 24/7 support  
• Pension plan with generous 7% employer contributions 
• Life assurance programme  
• Enhanced family leave policies 
• Flexible working opportunities with our hybrid working approach 
• Learning and Development opportunities
• Do Good Things with our two days per year paid volunteering opportunities
• Employee networks to develop and provide support to our people, including the Inclusion Network
• 100s of savings on top retailers and gym memberships through our discount hub 

At Seasalt we have a brilliant team of people – they're what make Seasalt a fantastic place to work. We love to celebrate uniqueness and are committed to making Seasalt a place where everyone feels they belong. As an inclusive employer, we want to invite a diverse range of candidates to apply for our roles.

We aim to work flexibly where possible and value a range of perspectives - diversity of thought helps us to grow – so please apply if this is a role that would make you excited to come to work every day. We're happy to help with any adjustments to our recruitment process and beyond. Just drop us an email at careers@seasaltcornwall.co.uk  

Close date: 23rd April 2025