IT Technician - Change Management Coordination

Duties

• Administers Requests for Change, reviews and closes Requests for Change, and reports on results.
• Documents meeting minutes of the local Change Advisory Board.
• Assists in planning and management changes and configuration items. Monitors all CSU change management, Service Asset and Configuration Management activities in accordance with Agency directives, processes and local procedures.
• Assists in development and execution of local release and deployment schedules, in accordance with Agency directives, processes and local procedures.
• Conducts reviews and supports Verification Audits against Configuration Management Database. Supervises Configuration Control activities and ensures execution in accordance with Agency directives, processes and local procedures.
• Plans, manages, coordinates assigned resources and conducts work to meet quality targets.
• Takes initiative to investigate and resolve technical issues in a systematic approach.
• Maintains sound knowledge on implemented technologies.
• Advises superiors and recommends technical solutions.
• Performs other duties as may be required.

Requirement

• Higher vocational training in a relevant discipline with 5 years post-related experience.
• ITIL V3/ V4 foundation is essential.
• In depth experience in ITIL Change Management.
• Knowledge of various ITIL processes and their relationships and purposes.
• Experienced in Configuration management.
• Experience with Release and deployment.
• Competent in the use of personal computer office automation packages (such as; Windows, Word, Excel and PowerPoint).
• Familiarity with the use of computer based administrative support tools.
• Broad experience with, and understanding of, various ICT components used to deliver services, ranging from servers, PC's, VOIP telephones, call manager, satellite receivers, active network components, such as; routers switches and firewalls, as well as software applications and patching practices.
• Familiarity and understanding with risk management practises in conjunction with the execution of IT change management.
• This is a role that we require a very quick onboarding into the role, so practical experience in a face to face dynamic environment, talking to teams and Customers face to face, over the telephone and in meetings is a must.

Preferences

• ITIL Service Transition certification desirable Broad and in-depth experience of the ITIL Service Management framework; Project management experience; Configuration Control; IT Collaboration tools.
• Experience in training customers and end users with ITSM tools and processes.
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization, including ACO and ACT.