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.
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
Good Time management skills
ITIL v3 Foundation
MOUS (Microsoft Office User Specialist) certification beneficial
ITSM experience beneficial.
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.
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.
Management of Idle Time (own)
Complete Project Tracker
Host meetings if required
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
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
Assist in new Business take-on's
Assist with new Starter training
Process Documentation Creation