Change Co-ordinator

Change Coordinator

The Service Support Team is responsible for local Desktop Support, Global Service Support and Global Change Management.
The purpose of the role is to help manage and coordinate the Change Management process for the group for those services that are centrally supported.

Responsibilities:
· To ensure that all Requests for Change are handled in accordance with the Global Change Management process
· Continually monitor, review and recommend improvements to the change and release management processes
· Monitor progress on Requests for Change to ensure completion within Service Level Agreements
· Generate Change Management statistics weekly
· Day-to-day administration of the Change Management queues across global resolver groups
· Facilitate communication between customers and various stakeholders to ensure changes are implemented to their satisfaction and in line with the process
· Initiatives and projects as directed by your Team Leader or the Senior Change Coordinator
· Initiate, chair, ensure attendance, produce minutes of the Change Advisory Board (CAB) in the absence of the Senior Change Coordinator
· Take full responsibility for the management of the Global Change Management process in the absence of the Senior Change Coordinator
· Assist the Senior Change Coordinator with monitoring, reviewing and recommending improvements to all appropriate service management processes
· Assist in securing, optimising and promoting the change management process
· Complete adhoc reporting or administrative tasks e.g. Business Objects reports or PowerPoint presentations

Requirements:

· Exposure to working in IT support / change management department
· Knowledge of ITIL processes and Service Desk tools is desirable
· A strong service awareness and customer-focused approach
· An ability to work at a variety of organisational hierarchies in a diplomatic manner
· A proven ability to write and maintain documentation and working procedures
· Co-operative team player
· Excellent written and oral communication skills to ensure effective communication with various levels of the organisation, attention to detail is very important
· Excellent time management, planning and organisational skills essential
· Experience in a customer-facing environment is highly desirable