Senior Operations Service Management Analyst - Change Manager (Magyarország)

Senior Operations Service Management Analyst - Change Manager (Magyarország)
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The Service Management Analyst is responsible for supporting the delivery of critical services for each team that comprises IT Operations, Service Management disciplines include Problem Management; Change Management; Configuration Management; Capacity, Availability and Performance Management and Service Introduction. The role includes monitoring and delivering of services against defined Service Descriptions and Service Levels; proposing enhancement or amendments to service and acting as a point of escalation for Operational and Service matters not resolved through normal channels.

This position will be supporting Change and Knowledge Management processes.

 

Senior Operations Service Management Analyst - Change Manager

Tasks

 

Provides operational leadership to drive Change Management execution, promotes awareness and educates community on Change Management process, works with technical reviewers and other change stakeholders for change approval process, review planned changes for conflicts, reviews completed changes for process adherence and quality in documentation and execution, chairs CAB meetings and approves changes, approves standard change proposals, reviews and authorizes expedited changes if the regular CAB is unable to review the change in a timely manner, reviews emergency changes (mainly retroactively) and ensure that they comply with established policy, produces Change Management reports and monitor process metrics, audits and manages the process lifecycle and report opportunities or gaps to the Change Process Owner.

 

Responsibilities:

- Day-to-day facilitation of the change process

- Performs quality and compliance checks on changes

- Manages agenda and facilitates CAB meetings

- Active member of the change advisory board

- Manages the overall schedule of change

- Participates in documenting and maintaining procedures

- Manages communications with Change Fulfillers and Service Management teams

- Competency in designing test strategies, test plans and accomplishing test execution, including user acceptance testing development and execution and test monitoring

- Competent in workflow analysis, business process analysis, finding improvement areas and use of business modeling tools

Competency in logical data and process modeling, communications using data and process models and use of data and process modeling tools

Takes initiative without requiring guidance and direction from others

- Leverages and challenges processes to identify areas of improvement

- Mentors others on processes and procedures

- Competencies in workflow analysis, business process analysis, finding improvement areas and use of business modeling tools

- Competency in logical data and process modeling, communications using data and process models and use of data and process modeling tools

- Participates successfully on an agile team with no assistance

- Capable of leading small project teams

- Possesses and applies broad knowledge of concepts ad principles or exhibits technical expertise in area

- Works with minimal instruction or supervision

- Has latitude for some decisions

- Performs moderately difficult assignments, requiring a great deal of originality and problem solving

 

Requirements

 

- ITIL 4 Foundation Certification

- Minimum 2-5 years’ experience working with ServiceNow

- 2-year degree in IT related discipline

- Strong writing and verbal communication skills

- Experience in Change Management

- Experience in Knowledge Management

- Experience working in an agile team

 

Offers

 

- Home office

- Flexible working hours

- Health Insurance

- Yoga classes

- Life Fitness discount

- Training & Development opportunities

- Highly people-centric environment

 

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