ROHQ - CTI - Infrastructure Analyst 1-C09
Citi
City of Taguig, Philippines
2d ago

The Infrastructure Analyst 1 is an entry level role responsible for reviewing Change record from Inftrastructure and Application.

Responsibilities :

  • 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
  • Qualifications :

  • 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
  • Education :

  • 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.

    Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - PH

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