Job expirat
The role: Change Analyst
* Ensure the change management processes and procedures are practised;
* Manage all changes through their lifecycle from submission to the completion and closure of the change request analysing Post Implementation Reviews (PIR) for all changes, reviewing results from the work carried out and identifying areas of improvement for future implementations;
* Ensure the CMDB is updated after the implementation of changes, creating new Configuration Items (CI`s) and relationships to reflect a true picture of the infrastructure;
* Responsible for co-ordinating changes across the Xerox ITO and client environments, ensuring correct procedures are followed and changes are accurately recorded, scheduled and controlled;
* Assess the priority and impact of all changes for accuracy ensuring consideration to the affected infrastructure and protocols is evident;
* Co-ordinate change approvals liaising between approvers and initiators;
* Create and distribute Change Management reports and analysis for Senior Management and technical support groups, answering potential questions or queries;
* Liaise with Project Managers, requestors, clients, management team and operational teams progressing requests, checking status and chasing information where necessary throughout the Change lifecycle;
* Prepare all documentation (including reports, agendas and minutes) for Change Advisory Board (CAB).Chair regular and ad-hoc meetings;
* To constantly monitor designated change queue in the call management system, take action where necessary and process requests to ensure response to change requests is within the agreed timescales;
* To act as a focal point on a day to day basis for all change management issues or enquiries;
* Develop good and enduring working relationship with all clients and internal departments, ensuring they are kept informed of status and progress of change requests, impacting the business;
* Promote and adhere to ITIL guidelines, best practises and documentation, act as a point of advice and ensure colleagues do the same;
* All other tasks as required.
* ITIL qualified to Foundation Level or an advanced understanding of ITIL methodologies;
* Fluent in English;
* The ability to handle detailed technical and non-technical data, comprehend and communicate essential information in a compelling way to non technical production staff;
* Detailed understanding of Configuration Management and how this is closely linked with Change Management to be effective in the provision of IT services;
* Excellent customer care skills with the ability to identify a customer`s requirements and to recognise whether these can be effectively met through the resources and Production staff, timescales and skills available;
* Ability to work flexibly under pressure, frequently using own initiative;
* Organised and methodical in approach to routine and administrative matters;
* Demonstrable knowledge of the principles of service delivery.
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
