Lead Service Analyst-Change Management

Steering of the ITIL process of Infrastructure Change Management:

- Support of the Project, Integration and Operational teams for a safe go live of infrastructure transformation projects (Run & Build)

- Qualification, review, follow-up and validation in change committees (CAB/CRB) in close connection with the department change managers

- Analyze & arbitrate Significant and Major changes in production by evaluating their risks and impacts

- Control of process steps, validation of technical and functional prerequisites

- Animation and participation in GTS & Clients CRBs: presentation of the changes submitted

- Contribution to the evolution of the catalog of operations services with the operational teams of the departments

- Classification of operations with the operations and business teams (updating of standards: catalog of services, classification of operations, intervention window, CMDB, ...)

- Training of internal and external teams of the process via ITSM change management tools

- Detailed reporting of changes operations on GTS infrastructures:- Development of global activity monitoring dashboards and by Businesses

- Definition of SLAs and KPIs expected to measure the quality of the Services involved

- Presentation in Production Review and Committees of Dashboards on operations

- Drafting of the Quality Charter (Golden Rules) for production on changes, contribution to improving knowledge of the Change process in force

Exp. Req: 10 to 12 Years (overall) Relevant: 7-8 Years relevant experience in Change Management domain.

Very good understanding of the ITIL Change Management liecycle; preferably with ITIL certification Good team management & Stakeholder management skills

Ability to collaboratively work with skill team .

Reporting, identifying gaps with good analytical skills. Acting as escalation point for all customer / stakeholder queries.

Change management, participation in hiring process, build strategy for identified gaps enabling smoother operation. Participate in project transitions.

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