Lead Service Analyst

Responsibilities

Steering of the ITIL process of Infrastructure Change Management:- Support of the Project, Integration and Operational teams for a safe go live of infrastructure transformation projects (Run & Build)- Qualification, review, follow-up and validation in change committees (CAB/CRB) in close connection with the department change managers- Analyze & arbitrate Significant and Major changes in production by evaluating their risks and impacts- Control of process steps, validation of technical and functional prerequisites- Animation and participation in GTS & Clients CRBs: presentation of the changes submitted- Contribution to the evolution of the catalog of operations services with the operational teams of the departments- Classification of operations with the operations and business teams (updating of standards: catalog of services, classification of operations, intervention window, CMDB, ...)- Training of internal and external teams of the process via ITSM change management tools- Detailed reporting of changes operations on GTS infrastructures:- Development of global activity monitoring dashboards and by Businesses- Definition of SLAs and KPIs expected to measure the quality of the Services involved- Presentation in Production Review and Committees of Dashboards on operations- Drafting of the Quality Charter (Golden Rules) for production on changes, contribution to improving knowledge of the Change process in force

ProfileExp. Req: 10 to 12 Years (overall) Relevant: 7-8 Years relevant experience in Change Management domain.Very good understanding of the ITIL Change Management liecycle; preferably with ITIL certification Good team management & Stakeholder management skillsAbility to collaboratively work with skill team .Reporting, identifying gaps with good analytical skills. Acting as escalation point for all customer / stakeholder queries.Change management, participation in hiring process, build strategy for identified gaps enabling smoother operation. Participate in project transitions.