Change Analyst - Junior
Computacenter
2018/03/09
Western Cape
Job Ref #: CC-915
Industry: Information Technology
Job Type: Permanent
Positions Available: 1
Computacenter is a leading UK technology and managed services provider. We are currently recruiting for a fully qualified and experienced Change Analyst - Junior. We are a fast growing company offering a rewarding career to our teams. Please note to submit all applications by Friday 16 March 2018. Western Cape - Northern Suburbs (Cape)
The objective of Change management is to ensure efficient and prompt handling of all Changes in a client’s infrastructure and to minimize the Risk and Impact to their estate by using standardized methods and procedures.
Accountabilities
Ability to understand the impact of Change on a Customer environment.
Managing the Risk associated and having the Authority to challenge Customer and CC requestors.
Know your contractual service and obligations to understand the impact of customer driven change.
Engagement with Configuration Management
Escalate issues in line with company processes to ensure customer demands are met.
Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
Skills and Knowledge
Works under general supervision. Uses discretion.
Demonstrates analytical and systematic approach to resolving complex problems and assignments.
Broad experience in IT Service environment.
Proven ability to work under pressure and to tight deadlines.
Analyst needs to work in a concise and professional manner
Well-spoken/Articulated
Good Time management skills
ITIL v3 Foundation
MOUS (Microsoft Office User Specialist) certification beneficial
ITSM experience beneficial.
Operational Management
Ensure all Requests for Changes are registered on the Computacenter and Customers Tool Management System for tracking and auditing of SLA / OLA.
Vet all RFC's.
Ensure all logged Request for Changes, are promptly and correctly approved by authorised approvers.
Ensure all logged RFCs are updated on the Tool Management System with progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
Ensure all Emergency Changes are efficiently processed in line with the Change Management procedure and communicated to relevant parties.
Ensure all approved changes are communicated to all effecting service owners and the SOC Bridge.
Liaise with all necessary parties to co-ordinate the change building, testing and implementation in line with schedules.
Ensure all RFCs are closed within a timely manner.
Attend and/or chair CAB meetings in absence of Change Manager or as requested.
Reporting
Produce all client monthly reporting to the agreed contractual timescales
Own the Remote Services Forward Schedule of Changes (FSC) and ensure that the most up to date version is available for all to view and updates communicated.
Provide ad-hoc and routine change management reports to the agreed timescales.
Specific Criteria
Daily:
Management of Idle Time (own)
Email Management
Complete Project Tracker
Host meetings if required
Adhoc Reporting
Weekly:
Obtain notes during the week to add to the Monthly Summary Report
Make notes of issues to cascade to the seniors for Customer CSIP meetings
Send all Improvements/updates to documentation to seniors
Feedback from the quality checks - review\update\learn
Input Process Improvements to Senior
Monthly:
Compile and send Account summaries to seniors before 25th of every month
Ensure SLA/OLA targets are met
Assist in New Starter training
Look for improvements - working smarter, by automating some functions
Adhoc:
Assist in new Business take-on's
Assist with new Starter training
Process Documentation Creation