Job Description

The Role

The IT Process Analyst on Change management, Disaster recovery and Software License management has an operational focus and overview of all Level 1 and Level 2 infrastructure & application changes, with process coordination accountability and control of Global Functions Business approval applicable to these changes. Understand and handle Software License Management, IT Service Continuity Process Management (DR). Ensures process effectiveness is delivered efficiently to GF SOM organization and ISPs as main stakeholders and consistently contribute to Top Quartile performance of those processes. Accountable for process compliance and ensure operational effectiveness is delivered efficiently by support & delivery team or through suppliers to contribute to overall Top Quartile performance in costs and processes. Accountabilities: Change Management:

• Act as day-to-day authoriser in Service Now for all Normal & Emergency L1 and L2 Infrastructure/Application changes on behalf of the CAB representatives/Portfolio focal points.
• Acts as Coordinator of the Business CAB (infrastructure/Application Change Approval/Advisory Board) for L1 and L2 infrastructure/Application changes).
• Ensures 100% process and controls compliance on IT Application Changes.
• Follows up on changes across GF SOM landscapes with Suppliers/3rd Parties, ISPs & central Integration team when required.
• Ensures strong focus & high importance on Business Critical and Production related Changes.
• Prepares the Business CAB agendas, schedules/chairs the Business CAB meetings, maintains the CAB participant list & other relevant Distribution Lists
• Sends Weekly CAB minutes & other updates on upcoming High Viz. changes & projects
• For L1 and L2 infrastructure complex and high visibility changes, coordinates BC (Business Critical) application validators/testers, includes Non BC when required.
• Assists with the Change & Release Process Forums and other ad hoc forums where needed.
• Assists the GF SOM Change and Release Process Manager where required on additional tasks e.g.: change backlogs, clean up exercises related to Change Models, Assignment Groups etc.
• Involved in implementing agreed process improvements for Change and Release Management
• Involved in UAT of enhancements and projects regarding Service Now tool, service model testing etc.
• Prepares Reports/Dashboards related to Change & Release KPI’s/Controls & Compliance Measurement etc & assists in driving back to green plans
• Back up GF SOM Change and Release Process Manager when not available, by attending specific meetings or dealing with process coordination that cannot stop or be cancelled during absence e.g.: Enterprise Process Forums or YEF (Year End Freeze) Process.
• Supports the GF SOM Change and Release Process Manager in critical process milestones, compliance monitoring, new projects requiring onboarding support etc.

IT Service Continuity Process Management(Disaster Recovery):

• Complete any action items resulting from any internal or external DR Audits
• Coordinate Integrated Simulated Disaster Recovery Tests for all Data Centres in association with the central team.
• Facilitate onboarding of any new applications in scope for Disaster Recovery services (Business Critical applications)
• Evergreening of Disaster Recovery Plans
• Create awareness for ITDRMT, Crisis Management and Business Continuity Process to the Support and Operations Team (GFSOM)
• Embed were required any tasks that drop out of Central ITSC Team’s Roadmap of the year
• Align documentation resulting from any tool upgrades/version upgrades

Software License Management Process:

• Continue working with Central Team on processes to monitor business consumed licenses from enhanced publishers and data validation.
• Conduct Software Challenge for End-User Computing Licenses for Cost and Consumption Optimization on demand.
• Participate and contribute to Central Team Framework Design process.
• Perform Risk Analysis to identify risk profile of a Software Publishers.
• Execute Software License Management Compliance audit (internal and external) GC0.64
• Design, Document and embed Internal Process for managing software license publishers
• Continue to regularly monitor and manage compliance for business managed software license contracts under portfolio management.
• Provide consultation on Contract and License Management as SME for business owned applications/software.

Dimensions and Special Challenges

• No direct reports
• No budget management
• Virtual working in a global environment with culturally diverse teams based in different time zones.
• Manage high load at times of changes
• Works across many organizational boundaries (within and across support organizations, incl. Suppliers (ISPs)
• Deals with complex issues that will require advice seeking from those with specialized technical skills
• Maintains up-to-date Change and Release Share point sites under GF SOM Change and Release Process Managers advice.

• Requirements

Qualifications and Skills Mandatory:

• Educated to a degree level, preferably in Information Technology or similar
• Has strong Knowledge of Incident, Problem, Change and Release management (ITIL)
• 8 to 10 years of relevant experience as an Incident, Problem, Change Analyst/Coordinator
• Strong process orientation & process management skills
• Self-starter with good analytical and problem-solving skills
• Strong stakeholder management skills to work with multiple teams across organizational and business boundaries at all levels
• Proven ability to deliver results in a cross-functional, multi-application, multi-service provider & virtual environment by driving delivery excellence through influence and teamwork
• Strong interpersonal and communication skills
• Ability to deal with conflict and ambiguity effectively
• Ability to handle concurrent tasks by prioritising appropriately

Preferred:

• Actual understanding of the IT business environment will be considered as advantageous
• Knowledge of application landscapes including underlying infrastructure
• Knowledge of DR, SLIM, Incident, Problem and Change Management
• Change Process Transition, Working knowledge of Service Now tool & Implementation
• Experience in Process Designing and Documentation
• ITIL V3 Foundations certified
• Experience in Service Now tool

Disclaimer

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