Transition Specialist

**TRANSITION**
**SPECIALIST**

**SALARY: £30,000 - £40,000**
**LOCATION: REMOTE**

**HOURS: 37.5 PER WEEK**
**TRANSITION**
**SPECIALIST**

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.
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 provide pre-sales support as required.

**The Role Purpose**
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.

The role will be involved in delivery of service
transition for new customers offered by
rMS.Included in this would be liaising and providing
technical assistance to the Service Delivery Team,
implementing and managing protocols and
procedures, management and execution of the
customer and internal change windows and
configuration management. In addition it is
continuously improve and innovate the onboarding
solutions and processes, automating or templating
where possible and enhancing the provided
services.

**Duties**

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.

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.

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

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.

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 experience of ITIL
V3/V4 processes, preferably Foundation
certified.
Demonstrate experience in ISO 27001, 20000
and 9001 process, auditing and
implementation.

Must hold or be able to successfully achieve
and maintain NPPV3 with SC.
Able to evidence excellent customer service
skills.

**Specific role requirements and experience**:
**Required Qualifications**

**Essential Criteria**
To be successful in the role, you must be able to
demonstrate the following skills and experience:
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