Infrastructure Analyst

Skills

Description

ITIL Foundation Certificate in IT Service Management
Experience in working with Third Party IT vendors
Comprehensive understanding of the IT Development lifecycle
Experience in using requirements gathering techniques and methods
Can demonstrate excellent communication skills; is a confident and articulate presenter to internal and external audiences, across levels, in person and over audio or video conference channels
Excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies
Customer focused, with a demonstrable appreciation for user experience
Strong interpersonal skills, and able to establish credibility amongst business and IT stakeholders
Ability to work within a global team
Demonstratable experience in waterfall and/or agile project delivery methodology

Responsibilities

• Perform role of Service Design & Transition Specialist on projects.
• Execute service design and service transition tasks on continual service improvement or ‘BAU’ projects.
• Consistently deliver high quality service design and transition outputs.
• Fully document all new services in a Service Definition.
• Work with ServiceNow team to ensure all new services are fully configured in the system, with requisite incident and request workflows implemented.
• Track risks and issues over the project lifecycle and ensure all service stakeholders are kept up to date on the status.
• Conduct service go-live calls to ensure that all service stakeholders sign off new services into production.
• Monitor new services during the Early Life Support period to ensure successful transition into BAU support.
• Build strong relationships within the Solution Delivery Centres and demonstrate the value of the Service Design & Transition process to encourage ongoing engagement with the team.
• As a member of the Service Management & Colleague Services function, be an ambassador for Service Management and excellent customer service.