The Infrastructure Analyst 1 is an entry level role responsible for reviewing Change record from Inftrastructure and Application.
Monitor change requests in ServiceNow and ensure to review changes within the defined Service Level Agreement
Ensure RFC’s (Requests for Change) follow documented Change Management requirements and standards; Ensure changes are within the green zone or low peak period of the business operations for optimum system availability and reliability
Host and handle the weekly Change Advisory Board meetings
Prepare and publish the agenda for CAB meetings to technology and business partners and change coordinators
Be sensitive to critical care countries to minimize the risk and impact to customers / stakeholders
Consolidate forward schedule of changes and assist to resolve any scheduling conflicts
Track change requests that have not been acted upon in a timely manner and take appropriate action to educate our clients
Prepare distribute management reports and analyze critical change metrics
Review failed changes and coordinate with requesters to ensure they are closed with correct closure code and follow up with Change requesters to close their changes with appropriate closure code
Identify areas of waste and collaborate with peers to recommend improvements in the form of automation consolidation or elimination to drive efficiency and superior client experience
Broad experience in an IT related operational support role
Fundamental experience with ITIL methodologies
Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferred
Creative thinker who challenges the status quo
Strong analytic / diagnostic skills and attention to detail
Ability and confidence to act with decisiveness on critical decisions
Ability to multi-task and make good judgments in a dynamic, high stress environment.
Ability to challenge information if the response does not fit the situation
Excellent telephone, strong verbal and written communication skills
Undergraduate Degree or ITIL Certifications with equivalent work experience required
Bachelor’s / University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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