Change Management Analyst:
The Change Management Analyst will report to the Manager, Change Management and will be responsible in assisting the successful execution and delivery of the Change Management processes for all commercial and corporate services.
Utilizing ITIL framework for industry best practice, the Change Management Analyst will be responsible for planning, implementing and executing an ITIL based Change management process, encompassing a holistic view of technical and business considerations for all changes to INTERAC services throughout various stages of the lifecycle.
You will responsible in championing the end-to-end change management policies and processes across all platforms and ensure standardized methods and procedures are strictly and diligently followed, in accordance with ITIL best practices.
You will work with cross functional teams of Operations, Incident/Problem analysts and will be providing hands on management of internal and vendor/partner changes and will also provide support for all Operational processes, systems and tools.
You’re great at…
Managing complex internal/vendor/partner changes with an emphasis on minimizing production, financial and reputational impact for the organization.
Conducting comprehensive risk assessments and ensuring the change management process mitigates risk, fulfills business objectives, and aligns with enterprise strategies.
Reviewing and prioritizing Change records, chairing the Change Advisory Board (CAB) and representing INTERAC at vendor / partner CAB meetings.
Utilizing appropriate systems and tools to maintain the configuration management system, including the Configuration management database (CMDB).
Maintaining a change calendar with clear visibility for stakeholders and change sponsors.
Implementing the patching policy in conjunction with internal teams and coordinating patching cycles with multiple vendors and partners.
Coordinating and driving implementation plan walk throughs with internal and external teams, and ensuring changes are scheduled in accordance with Enterprise Change management policies.
Support training efforts – Provide input, document requirements, and support the design and delivery of training programs.
Conducting regular audits of the change management process and driving process optimization initiatives.
Supporting BAU operations with Incident, Problem and Request Management.
Participating in 24/7/365 rotating after hours change and incident management support.
Who are you?
You have a College/University degree or equivalent experience.
You have 3+ years of experience Change Management role.
You have a strong understanding of, and experience with, IT service management best practices including Change Management, Problem Management, Incident Management and Request Fulfillment.
You have experience working with IT service Management tools such as ServiceNow, BMC Remedy etc.
You have experience working with and developing Configuration items / CMDB
You have ITIL V3 certification or higher.
You have a strong operational understanding of payment systems technology and an ability to express technology matters in business terms.
You have strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions.
You have strong interpersonal and communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors.
You are a Team player: Able and willing to help as needed and add value to evolving situations but also able to work independently.
You exhibit meticulous attention to detail and excellent time management and organizational skills.
You have strong customer-focused operations management skills.