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Change & Configuration Analyst job description
The Change and Configuration Analyst is responsible for co-ordinating the day to day change management activities. Ensuring Change & Configuration Management methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise any disruption of services and consequently to improve the day-to-day operations of the organisation.
Change & Configuration Management
Responsible for co-ordinating changes across the Technology Operations 24 x 7 broadcast environment, ensuring correct procedures are followed and changes are accurately recorded, scheduled and controlled.
Assist requesters on entering Change Requests on to the Service Management Tool and ensuring that complete and accurate information about each request is included in the Change Record
Review Change Requests, assessing the priority and impact of all changes, performing a Quality Assurance role to provide initial approval
Prepare documentation (including reports, agendas and minutes) for Change Advisory Board (CAB).
Produce the Forward Schedule of Change (FSC) and publish to all stakeholders and support teams
Monitor and track risks, managing the provision of countermeasures where possible and where necessary, escalate to the Change Manager to provide appropriate control measures
Assign changes to the appropriate support groups/technicians/implementers for design, build and test
Register or assist in registering Emergency Changes retrospectively
Provide the Requestor with appropriate information for all rejected changes, and manage appeals and re-submissions
Update CMDB after the implementation of changes, creating new Configuration Items (CIs) and relationships to reflect a true picture of the infrastructure
Produce agreed Change Management reports on an agreed regular basis.
Chair regular and ad-hoc meetings & prepare presentations if required.
SKILLS, EXPERIENCE AND QUALIFICATIONS
Experience of working within a Change or Release Management Function in a demanding and complex environment
Ability to engage with multiple stakeholders and to communicate clearly with a range of people at different levels of the organisation, including the ability to liaise, explain and discuss complex issues using a range of tools, styles and techniques
Demonstrable understanding of the pressures and demands of a fast-moving, complex broadcast environment
Demonstrable ability to plan, prioritise and co-ordinate own and team activities
Experience in working with Change & Configuration Management industry best practice tool sets
Knowledge and experience of ITIL service management good practise, particularly Change and Configuration Management
Ability to estimate risk of potential business impact from minimal data
Proven ability to persuade and influence others using a variety of communication styles
Experience of working with complex multi system, multi site environment
Experience in facilitation of meetings
Experience of documenting process and procedures
Experience of working with the Remedy Change & Configuration Management module
Experience of providing a range of technology services within a 24/7 multiple site environment
Able to run small projects to recognised project methodologies and practices
ITIL V3 Foundation Level
The Analyst is also required to update/create Configuration Items (CIs) within Configuration Management Database (CMDB) following the implementation of a change. To provide support or training to users on the Remedy Full Change module and subsequently will provide support for the forthcoming migration to the new Service Management Tool for the W1 Technology. Work closely with Project Managers, Programme Managers & Service Design and Delivery Team when required on the RFO (Ready for Operations) process to ensure the requirements are understood and process followed for the transition of new projects into the operational environment.
The Change & Configuration Analysts form part of the overall CCR Team, working together with the Release Manager and Release Analyst so there will be opportunities for knowledge sharing and there may be requirements to provide backup to the Release Management group on the planning activities required for new desktop and server software releases, broadcast equipment and all associated hardware. This could include assisting in the creation of Release, Test and Communication Plans.
Actively engages with stakeholders at all levels
Ensures timely and appropriate communication with involved parties
May be required to attend the Ready For Operations (RFO) Board to represent Change & Configuration Management requirements for projects being transitioned into the live environment
Ensures project managers are advised of the RFO requirements and co-ordinate any Change Management activity/CMDB updates
Responsible for training Technology Operations users on the Service Management Tool and Change Management processes
Responsible for training new team members or sharing knowledge where appropriate
Good understanding of Release Management responsibilities and how this is closely linked with Change & Configuration Management.
May be required to attend the Technology Operations Desktop/Server Release Meeting or 3rd Party Providers Desktop Release Forum and potentially other release roadmap meetings