Change Analyst

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical training or work experience.
Certifications - ITILv3.
ServiceNow experience, including but not limited to report creation.
Knowledge of Tripwire and discovery tools a plus.
2- 4 years of considerable hands-on Change Management experience.
Working knowledge of Change/Release/Configuration Management ITIL v3 framework.
Ability to analyze information and use logic and process to address work-related issues and problems.
Ability to see scope of processes and the ability to analyze upstream and downstream impacts.
Ability to communicate IT technology into business terms with customers at all levels.
Strong attention to detail.
Ability to function effectively under pressure and deadline-oriented project demands as well as manage multiple initiatives.
Ability to multi-task and prioritize.
Ability to perform well in team environment, with staff at all levels, to achieve business goals.
Ability to work independently to meet objectives.

The Change Analyst is responsible for enforcing the overall process, making sure that proper change procedures are being followed. The ideal candidate must be highly organized and detail-oriented with a background in technology. You understand how to work within technical environments and have a strong background in tracking issues, reporting and producing metrics. The position requires strong knowledge and considerable hands-on experience with Information Technology Infrastructure Library (ITIL) processes, Change Management, and IT Operations Management (ITOM) procedures.

The Change Analyst’s responsibilities include but are not limited to:

Coordinating and providing support to the Change Management function of the company. Ensuring Change Requests are completed properly, following the proper workflow, all information contained within them is accurate and have all necessary approvals prior to implementation. Ensuring all Change Management Policies, Standards, and Procedures are followed throughout the company by requesters/approvers/implementers. Managing Change Management queue and answering phone, email, and skype inquiries from internal clients. Analyzing Change Request information for quality and compliance to process, namely but not restricted to:

Configuration Items and Service Dependencies.
Implementation plans and Back-out Plans, discussing steps and gaps with the change requester and/or implementer.
Updating the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality. Ensuring timely closure of Change Records with appropriate test results and Post Implementation Validation results. Creating, reviewing and reporting on trends and patterns in Change Requests. Generating and posting of Change Management reports (CAB, Weekly Operations Review, Weekly Operational Highlights, and ad-hoc). Delivering monthly and ad-hoc training, including liaising with new hires’ managers to ensure all requesters/approvers/implementers receive training on the process and supporting tool. Documents business requirements, workflows, use cases, functional requirements and assists with documentation normalization. Performs other administrative duties as required including updating documentation, note taking, status reports, change request clean up, etc. Maintaining an awareness of technology advancements and IT best practice, e.g. ITIL. Identifying process improvement opportunities. Other duties as required.