As a change coordinator you ensure changes from our customers are received, assessed, approved and progressed up until implementation. This can include cross domain activities to drive changes end to end (change case manager).
Being a Change Coordinator for the WAN services you understand ITIL Change Management but you also have sufficient knowledge of WAN typology in general and specific knowledge about technology used.
You are working in a small team of IT professionals taking care of Network and Telecom Operations (mainly) in EMEA where the execution of WAN services has been outsourced to an external supplier. While your main focus is around Change Coordinator Network and Telecom WAN you may also be asked to participate in other change management areas within the N&T domain (LAN/Telecom) or any other activities that are required within N&T Operations EMEA.
You have medium grade knowledge of IP address management, Cisco, Checkpoint, Bluecoat, networking architecture and have completed one or more trainings and exams in these domains. Translating customer requirements into a technical change request matching service catalogues, service designs and supplier offerings is something that is a second nature to you. In case of missing or incomplete data it is your responsibility to identify, investigate and complete data utilizing your experience. You will interact with our suppliers, customers and other IT personnel.
Assist the Change Manager(s) in the implementation of the process, process roles, policies, metrics and KPIs
Ensure all RFCs are created with full and complete data/details and accept the RFC
Assess and accept unplanned changes
Ensure all RFCs progress through activity lifecycle in accordance with approved Service Level Agreements and agreed lead-times
Coordinate the Risk and Impact Analysis of a change, ensure that RFCs are well understood from both a business and technical impact perspective and prepare required documentation for the CAB review
Submit requests for evaluation to trigger the Change Evaluation process
Support Change Manager in preparing for and facilitating CAB meetings
Make sure open items identified during CAB meetings are followed up
Maintain and update the Forward Schedule of Changes (FSC) and Project Service Outage (PSO) documents
Monitor and review activities of Build & Test teams (in case of Normal Changes) to ensure that work is carried our correctly
Organize, conduct and facilitate Post Implementation Reviews, document the lessons learned and coordinate the implementation of any corrective actions
Identify the Post Implementation Review members depending upon the nature, type and outcome of Changes ensuring proper representation
Identify and escalate Changes that were deployed but were unauthorized
Communication across all levels of the organization to ensure users and IT personnel are fully informed of change activities and associated risks
Identify improvement opportunities and work with the Change Manager to implement them
ITIL Process Management (v3 2011 foundation certified)
Proven experience in Change Management
Experience in using change management tooling (Service Manager 7/9 is a pro)
Mid-level knowledge of WAN/LAN/Telecom, detailed understanding of firewalls
Proven knowledge and skills of Cisco, Checkpoint, Bluecoat, networking architecture (proven training and certifications)
Experience in managing suppliers on change execution
Excellent analytical, administrative social and communicative skills, teamworker
Able to work structured and precise
Can talk business language as well as IT language and is able to translate requirements of business into request for change and drive end to end on behalf of the business requiring the change
Interest in/ good sense of business needs
Strong drive to improve
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