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.
Technical 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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