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Role: Provide a professional and reliable Change/Incident analyst capability.
Promote adherence to the Change /Incident Process by the domains and clients.
Log and process change /Incident requests ensuring all details are accurate and correct.
Answer the Change /Incident Management phone within 3 rings.
Cover shifts on a rota basis, demonstrating flexibility where necessary.
Take ownership and perform all tasks on the Change /Incident Management task list.
Apply client knowledge to the Change / Incident Management procedures.
Priorities personal and team workload.
Utilize Change /Incident Management resources including documentation.
Update documentation in a concise and timely manner. Generate pending Incident report, prioritize based on aging /impact/customer dissatisfaction and drive for closure.
Build and maintain team / unit / client relationships.
To liaise with all necessary parties to coordinate Change building, testing and implementation, in accordance with schedules.
To provide the Change notification to the Change Requester and other affected parties To monitor the successful completion of all the RFCs
To review all implemented Changes to ensure that they have met their objectives
To review all outstanding RFCs awaiting consideration or awaiting action
To review and evaluate the Change process
To analyze Change records to determine any trends or apparent problems that occur and Seek rectification with relevant parties
To produce regular and accurate management reports. To build macros, create work instructions and train backup resource to cover the Reporting tasks when required.
Work towards automating the Service Level reports. Escalate issues to Team Leads /Manager as necessary.
Skill: ITIL V3 Foundations, or ITIL V3 Expert Functional experience working with ITSM tools BMS Remedy, HP Service Manager Good knowledge of Excel including macro building Hands-on experience working in at least three out of the following areas:
Problem Management Service Desk Capacity Management Availability Management Service Level Management Ability to create and maintain positive and professional business relationship with both internal associates and external customers.
Excellent interpersonal skills, must be able to work effectively in a team environment Comprehensive verbal and written communication skills Able to lead discussions with client personnel Able to express concepts and provided information clearly and concisely Able to articulate troubleshooting questions clearly Able to communicate effectively over conf calls Ability to remain calm and courteous in periods of stress
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