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Associate Operations Analyst

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BPO / KPO / Shared Services

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Job Posting Description
Job Posting Description

The Change Management Analyst is required to review, approve, and report on any changes introduced to the system environment internally or by our vendor partners.  The Analyst will attend weekly Global Change Advisory Board (CAB) meetings with other regional representatives and our vendors to review all planned changes, and assess the impact and risk of those changes. This individual will also report these activities to increase awareness in the systems and business area.  The goal of the Change Analyst is to reduce the risk of changes into our environment and communicate the impact and benefit of the recommended changes/enhancements ultimately reporting on the success of the change.  

This individual will assume responsibility for change reporting and trend analysis, working with our Incident, Problem, Configuration Management teams as well as our Vendors, Project teams.  The individual will identify areas for process improvement and strengthen the relationships between these groups.   This individual will work with these teams to assess risk, root cause of incidents, reduce the occurrences of service disruption and recommend process improvements.

This individual is the central point for communication for all IT changes to the business Segment.

Key Accountabilities:

  • Review and report on any changes introduced to the system environment internally or by our vendor partners.
  • Ensure changes are properly documented, including implementation plans, risk assessment, testing plans and back-out plans.
  • Assess the impact of changes, approve/reject as appropriate
  • Manage multiple and potentially concurrent change cycles to facilitate the delivery of minor to critical business initiatives
  • Attend weekly Global Change Approval Board (CAB) meetings with other regional representatives and Vendor partners to review all planned changes.
  • Improve standards and implement/enforce best practices for Change Management.
  • Identify gaps in process and implement process improvement
  • Produce metrics for Change Management, analyzing and trending the data, linking change with Incident and Problem metrics.
  • This individual will also assist with emergency changes on behalf of the Segment.
  • As Change Analyst, the individual provides guidance and training to Change submitters from within the business. 
  • The Change Analyst also facilitates the weekly Segment CAB meeting.  The objective of this CAB is to review changes impacting the particular Segment for the upcoming change cycle and any future changes that require awareness and planning. 
  • As a result of planned or emergency changes, the Change Analyst will communicate to the business the impact and outage duration of the change
  • The Change Analyst is a liaison into our vendor processes and assists to facilitate changes required by various sources. 
  • The individual plays a key role in ensuring requests to update and maintain our Configuration Management Database are submitted as a result of changes, ensuring compliance with the documented processes.  Working with our Configuration Analysts, the individual will look for opportunities to improve the data and depth of data captured

Job Requirements:

  • Strong negotiation skills and ability to work with a variety of stakeholders to ensure the goals of our business partners are met.
  • Knowledge or experience in a Change Management capacity in a complex environment.
  • Ability to define change and document a change procedure. 
  • Experience working within a multi-outsourced environment
  • Experience with Change Management tools such as ServiceNow
  • Knowledge of relational databases, Configuration Management processes and Tools.
  • Excellent communication skills, including the ability to target required messages to specific audiences and clearly articulate business impact and benefits of proposed changes.
  • Knowledge of a variety of system platforms and system interactions.
  • Experience with reporting and data analytics
  • Good knowledge of both business practices and technology.
  • Strong organizational skills and ability to multitask.
  • Strong knowledge of Microsoft Office tools including but not limited to MS Word, Excel, PowerPoint, and Outlook
  • ITIL Certified