Cape Town, South Africa | Posted on 06/09/2024
We are looking for an experienced Intermediate Change Analyst with a solid background in ITIL Change Management processes. The ideal candidate will hold a National Diploma/Degree in Information Technology or a relevant ITIL Foundation/Practitioner certification and have at least 3 years of experience in managing IT changes within an enterprise environment. The role requires a deep understanding of change management principles, risk management, and service delivery best practices.
The IT Change Management Specialist will play a critical role in ensuring that changes to IT services are thoroughly evaluated, authorized, prioritized, and successfully implemented with minimal disruption to the business.
Duties and responsibilities :
Change Management Process :
- Implement and manage the ITIL-based change management process across the IT department.
- Ensure that all changes are logged, categorized, and processed in alignment with ITIL standards.
- Oversee the evaluation, authorization, prioritization, and scheduling of IT changes.
- Perform risk assessments and analyze the impact of changes on IT services, infrastructure, and business operations.
- Collaborate with technical teams to ensure risks are mitigated and backup plans are in place.
Change Scheduling and Implementation :
- Manage the change calendar, ensuring the scheduling of changes aligns with business needs and availability.
- Coordinate with service delivery, release management, and technical teams to ensure the successful implementation of changes.
Change Advisory Board (CAB): - Organize and chair Change Advisory Board (CAB) meetings to review and authorize changes.
- Ensure all necessary stakeholders are involved in the decision-making process.
Documentation and Reporting :
- Maintain up-to-date records of all change requests, approvals, and outcomes.
- Generate and distribute regular reports on change activity, success rates, and key performance indicators (KPIs).
Post-Implementation Reviews (PIR): - Conduct post-implementation reviews to assess the success of changes and gather lessons learned.
- Use feedback from PIRs to continuously improve the change management process.
Stakeholder Communication :
- Act as the point of contact for any change-related queries or escalations.
- Ensure clear and consistent communication with stakeholders throughout the change lifecycle.
Requirements
Education & Certifications :
- National Diploma/Degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation Certification is required; ITIL Practitioner or Intermediate certification preferred.
- Relevant certification in Change Management is advantageous.
- Minimum of 3 years’ experience in IT change management in an ITIL-based environment.
- Experience in organizing and managing Change Advisory Board (CAB) meetings.
- Proven track record in managing changes in large-scale IT environments.
T echnical Skills :
- In-depth knowledge of ITIL Change Management processes.
- Experience using IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or equivalent.
- Familiarity with IT infrastructure and application change impacts (e.g., cloud, network, server).
Soft Skills :
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills for collaboration with stakeholders.
- Attention to detail and the ability to manage multiple priorities.
- Teamwork & Collaboration: Ability to work closely with cross-functional teams to implement changes.
- Stakeholder Management: Effective communication with business users and IT teams to ensure smooth change implementations.
- Decision-Making: Ability to assess and make decisions on the impact and priority of IT changes.
- Continuous Improvement: Proactively seeking ways to enhance the change management process.
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