IT Change & Configuration Manager
Salary - £50,000 - £60,000 + Excellent benefits
Location - Solihull/Hybrid
Role purpose:
* This is a combined operational based position operating within the IT Service Management team.
* Many of the responsibilities are general, however working knowledge of the ITIL Change and Configuration Management processes are crucial to the success of the role.
* To support the IT Change & Configuration Management function to help reduce risk, improve implementations, record CI's, and effect system changes smoothly.
Key Responsibilities:
* Maintain clear and effective communication and serve as an escalation point of contact with the primary focus on driving change workflow.
* Ongoing co-ordination with project and operational based teams for Change deployment.
* Maintain IT Change & Configuration management documentation on a regular basis and be accountable for the quality and completeness. for example, Post Implementation Reviews, presentations, procedural docs and change and/or release schedules.
* Communicate (and/or train as necessary) on process and documentation content.
* Conduct analysis on whether IT Change and Configuration standards are being followed.
* Undertake monthly service reporting to IT line management on activities and results
* Proactively work and coordinate with relevant stakeholders (within IT, the business, projects, strategic vendors, outsource partners, among others) to deliver effective service.
* Run regular meetings such as Change Advisory Board and Post Implementation Reviews to ensure good stakeholder communication.
* Establish Configuration Model, Design and CI Types/data elements for CMS/CMDB.
* Perform configuration audits to check that the physical IT inventory is consistent with the central CMS/CMD.
* Help define Asset Management with data models and CI-Asset relationships.
* Understanding our agreed Service Levels, ensuring our SLAs and KPIs are met consistently, and providing the best support possible to our business users.
* Interface with Incident, Problem and Request Management activities when required.
* Comply with Information Security processes, privacy, and other applicable regulations.
* May require after-hours availability for managing critical changes or emergency changes.
Technical/Professional Qualifications/Requirements
* At least 5 years' experience in a similar role.
* Familiarity with helpdesk ticketing systems (ITSM tools).
* ITIL Foundation qualified.
* Good all-round knowledge of IT Applications/Infrastructure.
* Experience of CMDB Data modelling and reporting.
* Strong customer service orientation, good communication, teamwork, and interpersonal skills.
* Attention to detail and the ability to manage multiple priorities and stakeholders in a fast-paced environment.
* Willingness to participate in continuous learning and training initiatives.
* Proven track record of managing ITIL processes in medium to large organizations.
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