IT Change and Configuration Analyst
4 weeks ago
The post holder will perform duties in IT change enablement, configuration management, and service transition management, with a focus on supporting and assisting in the further development of these ITIL processes and so contributing to the smooth operation of IT services.
This role sits within the IT Department, as part of the IT Service Delivery team. The post holder will work closely with members of IT and Strategic Transformation/Business Change, to ensure a smooth implementation of new or modified services into the operational environment. They will also help maintain the Configuration Management Database, which acts as a repository of information about all services and the underlying infrastructure supported by IT for use by the business.
IT Change Management:
- Support the Change Enablement process by assessing proposed Requests for Change, ensuring proper documentation and communication, monitoring the progress of Changes, and tracking work through to a successful execution.
- Be accountable for aiding further development of the IT change enablement process in alignment with ITIL best practices and ensure consistent adherence to it.
- Lead in the preparation of the CAB Workbench within ServiceNow
- Act as Change Manager in CAB or E-CABs when called upon.
Configuration Management:
- Contribute to the maintenance of a comprehensive configuration management database (CMDB)by updating and verifying configuration data.
- Identify and engage with customers and other stakeholders to collate service information.
- Participate in regular audits to ensure the accuracy and completeness of configuration information.
- Identify potential incidents or problems through use of the CMDB and report these to the appropriate support teams for rectification or prevention.
Service Transition Management:
- Identify and engage with service owners, project teams and Enterprise Architecture to ensure required information is gathered for new services.
- Contribute to the development and maintenance of transition plans, identifying and addressing potential risks, particularly through engaging with the Service Desk and support teams.
- Regularly review information stored for existing services and identify those where updates are required.
Requirements
Experience:
- Proven experience in IT service management roles (change enablement or configuration management would be advantageous).
- Familiarity with ITSM tools and technologies.
Knowledge:
- Good understanding of ITIL principles and their application in IT service management.
- Knowledge of configuration management databases (CMDB) and their role in maintaining accurate configuration information.
- Familiarity with current infrastructure technologies such as networking, servers, storage, virtual desktops, virtual servers, and Cloud services.
Adaptability:
- Ability to adapt to changing priorities and work in a dynamic environment.
- Willingness to learn and stay updated on industry best practices.
Communication:
- Clear and effective communication skills, both written and verbal.
- Ability to convey complex technical information to non-technical stakeholders.
Collaboration:
- Proven ability to collaborate with cross-functional teams and stakeholders.
- Team player with a positive and proactive attitude.
Problem-Solving:
- Demonstrated ability to analyse and solve problems efficiently.
- Capacity to think critically and provide innovative solutions.
- Analytical mindset with the ability to assess and manage risks effectively.
Education and Certification:
- ITIL Foundation certification (higher-level certifications, such as ITIL v4 Specialist courses, would beadvantageous).
Benefits
In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you’ll get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme and much more.
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