Analyst - IT Service Management

Key Responsibilities

Main Accountabilities:

• Assessing and Approving Changes

  : Receive and maintain a record of all technical change requests, ensuring records provide complete information as is required for quality assurance testing, deployment planning, roll back processes and risk mitigation and approve/reject with correct justification.

• Change Request Analysis Prioritization

  : Monitor change requests for scheduling conflicts with other changes and business events; providing oversight of change implementation and coordination and monitor open change requests for missed target dates and other exceptions.

• CAB Management and Facilitation

  : Chair CAB E-CAB meetings, generate meeting agendas, facilitate discussions, manage follow-up items, and document meeting minutes. Ensure all preparations are duly performed and oversee the change review and approval process with technical teams and business stakeholders.

• Risk Management

  : Identifying potential risks associated with upcoming changes and developing strategies to mitigate them. Managing risks and continuously monitoring and adjusting processes. Preparing strategies with comprehensive approach helps minimize service disruptions and maintain operational stability.

• Vendor Change Manager

  : Serve as the primary point of contact and spokesperson for TMF, ensuring effective coordination with our vendors. This involves attending any vendor meetings/CABs and working closely with vendors to ensure that any changes they plan to implement are technically compatible with our internal systems and processes.

• Effective Collaboration

  : Work closely with the Incident and Problem Management teams to understand how Change Management can be leveraged and integrated with other processes to ensure minimal service disruption.

• Communication and Training

  : Manage communications to internal stakeholders and external customers about upcoming changes and maintenance work. Provide change management training as needed, ensuring all parties are informed and prepared for changes.

Change Management Reporting:

• Compliance and Reporting: Monitor compliance with change management processes and procedures, supporting ISO/ISAE compliance and annual audit activities. Generate change management KPIs/SLAs, be well-versed in ITSM reporting, and advise on documentation requirements and best practices related to the Change Management process.
• Leadership Interaction: Interact with the Leadership and Senior Leadership team to ensure alignment to change management goals and objectives
• Key Performance Indicators: Define KPIs to measure the success of change management initiatives and report progress to leadership.

Relationship Management:

• Ensure strong coordination within Global Technology Service teams to keep Change Management updated on current issues in other domains. This includes coordinating with team managers (operations, engineering, incident management, etc.) as needed to review if any incidents were caused by changes.
• Maintain strong partnerships with Global Technology Service teams and partners to understand the new projects coming in and supporting their Changes effectively.

Automation Continual Improvement:

• Use our ITSM tool to automate the change request process, including submission, review, approval, and implementation. This streamlines workflows, reduces errors, and ensures consistency.
• Leverage MS Office 365 to automate reporting, create dashboards, insights, interactive reports and PowerPoint presentations.
• Establish a system for continuous monitoring and feedback to identify areas for improvement. Regularly review change management processes and outcomes to make data-driven adjustments and enhancements.
• Involve and encourage the teams in identifying automation opportunities and continuous improvement initiatives. Empower them to suggest and implement incremental changes, fostering a culture of continuous improvement

Key Requirements

• Multinational Operations Experience: Ability to navigate and understand the complexities of multi-country operations, considering diverse cultural nuances, regulatory frameworks, and business practices.
• Language Proficiency: Fluency in English is essential for effective communication.
• Cross-Cultural Competence: Demonstrated experience and adaptability in working within multicultural teams, showcasing an understanding of diverse perspectives, and working styles.
• Risk Management: Identifying and mitigating potential risks associated with changes
• Exceptional Communication Skills: Proficiency in clear and concise communication, both written and verbal, enabling effective collaboration with team members, stakeholders, and C-Level executives.
• Analytical Skills: Assessing the impact of changes and making data-driven decisions
• ITIL Knowledge: Understanding of ITIL (Information Technology Infrastructure Library) principles is desirable, showcasing familiarity with best practices in IT service management.
• Proactive Team Player: Demonstrated ability to take initiative within a team context, driving collaborative efforts and encouraging a proactive approach to problem-solving.
• Stakeholder Management: Confidence and capability in engaging with C-Level stakeholders, influencing decisions, and effectively communicating IT strategies and objectives.
• Execution-Oriented Mindset: A must-do approach coupled with an eye for detail, ensuring tasks are completed efficiently and accurately within established timelines.
• Attention to Detail: The ability to meticulously oversee operations, ensuring precision in processes, adherence to standards, and accuracy in deliverables.
• Delegation and Work Management: Skill in delegating tasks effectively, managing work processes, and analyzing information to make informed decisions that drive operational excellence.
• People Management: Skill in managing people, virtual team management.
• Graduation and 10-12 years of industry experience.
• The role necessitates effective communication to keep stakeholders informed, providing training and support to assist employees in adapting, and risk management to mitigate potential issues. The responsibilities of the position may extend beyond those mentioned above, encompassing additional duties as required.