Automation and Transition Co-ordinator

**Job Title: Transition Specialist**

**Location: Remote**

**Salary: £30,000 - £40,000 DOE**

**About risual**

Join the best place to work in IT and we really mean that. risual is a Microsoft Gold Partner that helps businesses to achieve their full potential by driving digital, cloud and business transformation.

Here at risual we create a truly exciting and fast-moving environment where you have an opportunity to really master your craft and develop your career. Learning new things, taking new opportunities and being coached or mentored by some of the best in the industry are some of the many perks of being part of risual. We want you to join us on our exciting journey

**The Role Description**

The Transition Specialist will sit in our managed services team**.** Our Managed Services are the focal point of resolving all technical issues for risual customers. In Managed Services we provide first class support to our customers ensuring they are leveraging the benefits of their technology investment.

As a Transition Specialist, you will be responsible for delivery of service transition, processes and policy offerings and solutions including customer onboarding, process agreement, configuration management for customers aligned to ITIL standards.

**Duties**

To maintain a managed service role undertaking the tasks below across each month:

- Offer proactive technical support.
- Documentation of solutions into the rMS Knowledge Base.
- Ensure service delivery against contracted Service Level Agreements (SLAs).
- Ensure customers are kept up to date with the latest actions.
- Attend customer meetings if requested by a Service Delivery Manager (SDM).
- Ensure all rMS policies and procedures are followed and contribute to improvements where possible.
- Working both remotely and on customer sites where appropriate to perform contracted tasks.
- To provide pre-sales support as required.
- Act as a point of escalation for members of team and the rMS team as a whole.
- Contribute to interviews for potential rMS applicants.
- To build a relationship with Team Leaders in the department and Service Delivery Managers.
- To ensure rMS processes and methodologies are followed as part of the troubleshooting process.
- Provide one on one training on a case by case basis, always ensuring that you are sharing knowledge to your team members and the rMS team as a whole.
- Provide communications with customers, always enforcing that the telephone is the primary form of communication.
- Create and maintain process documentation and templates for Service Transition.
- Create and maintain solutions for onboarding/offboarding.
- Contribute technically to service transition activities.
- Ensure smooth service transition from incumbent providers or project delivery teams.

To carry out the following tasks associated with Service Transition related to IT:

- Attend meetings with other managers to determine operational needs.
- Own the technical Service Transition activity for all new rMS customers.
- Manage / Create all processes for technical Service Transition.
- Plan and coordinate automation operations.
- Investigate and resolve issues related.
- Create reports for management on automation ROI.
- Ensure all documentation, process and procedure are updated regularly/
- Ensure all onboarding related activities are completed as per the defined risual process.
- Ensure the configuration management of resource process is completed as documented.
- Participate in internal purchasing and recommendations regarding infrastructure requirements.
- Explore and create new solutions for rMS.
- Maintain currency with emerging automation enhancing technologies.
- Manage and ensure effectiveness of automation technologies and fit for purpose.
- Develop strategies for maintaining automation technologies.
- Maintain and develop process to manage and maintain internal and customer related elements to service transition and onboarding.
- Representation at customer and internal change boards.
- Participate in audits both internally and externally facing.

**Specific Role Requirements and Experience**:

- Excellent organisational skills.
- Outstanding communication skills.
- Ability to demonstrate and support specific technology specialisms within the Microsoft stack for one or more infrastructure products.
- Strong problem solving skills with the ability to respond quickly in a professional manner.
- The ability to develop and maintain excellent working relationships, both internally and externally.
- To be a role model that members of your team look up to and aspire to be.
- Ability to inspire individuals within your workload via a very strong work ethic and a passion for your role.

**Required Qualifications**:

- Demonstrable experience and qualifications in Microsoft technologies are highly desirable. Advanced Specialisations is a consistent requirement in the latest technologies for both on premise and Cloud.
- Accreditation and or proven exper