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Change & Configuration Analyst job description

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Job Summary

Main responsibilities-Change & Configuration Analyst job description

Knowledge, Skills and Abilities-Change & Configuration Analyst job description

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

 

 

Essential:

 

    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

 

Desirable:

 

    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.

 

 

Stakeholder Management

 

    Actively engages with stakeholders at all levels

    Ensures timely and appropriate communication with involved parties

 

Project Transition/Engagement

 

    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

 

Knowledge Transfer/Training

 

    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

 

Release Management

 

    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