Change Analyst and RFC Coordinator

Job Responsibilities:

1. 1+ years’ Problem Management experience.
2. Experience of ITIL Service Support and Delivery processes.
3. Excellent English language and literature.
4. Strong typing skills.
5. Excellent reporting and trend analysis skills.
6. Excellent problem solver.
7. High level of self-motivation.
8. Proactive and able to drive ad-hoc and virtual teams to problem resolution.
9. Resourceful - utilizes all tools, expertise and knowledge bases to investigate and resolve problems.
10. Above average interpersonal, communication and presentation skills.
11. Analysis and reporting of incident trend data to identify and eliminate root causes.
12. Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure and landscape for multiple LOBs.
13. Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
14. Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
15. Facilitating and coordinating technical meetings.
16. Leading and facilitating retrospective investigations into high-impact issues.
17. Managing root cause analysis between technical teams.
18. Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure.
19. Production of statistics and reports to demonstrate the performance of the Problem Management process.
20. Create and coordinate the implementation of a service improvement plan (SIP).
21. Change Management:
22. Ensure all activities designed to implement the change are as per the standards and adherence to the defined policies and procedures.
23. Attend CAB meetings to oversee the review of changes.
24. Ensure Change is accomplished in an orderly fashion to achieve the expected result without service disruption and within agreed-to time frames.
25. Assist change scheduling against multiple internal business calendars to align with business requirements and to ensure no conflicting configuration items are deploying at the same time.
26. Assist the adoption of the change management process.

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