Technical Support Specialist in travel tech leading resolutions for partner incidents and conducting complex technical analysis for global customers. Collaborating with internal and external teams to enhance the customer experience.
About the role
- Change Analyst responsible for executing change management tasks and engaging with change requestors in IT infrastructure projects for a global team.
Responsibilities
- Execute the agreed change tasks associated with Change management process per the agreed Computacenter / Customer process.
- Creates / reviews and assesses Requests for Change (RFC) / changes for quality and completeness.
- Shall engage with change requestors to support them through the change approval process.
- Conducts the Technical advisory board (TAB) meeting with the implementers / requesters for high risk and complex changes.
- Participates in the customer CAB meeting to represent the changes scheduled and ensure that the changes are approved on time.
- Shall provide meaningful analysis of changes implemented to the project stakeholders.
- Provide recommendations on alignment and modifications based on ITIL best practices.
- Shall identify and drive any opportunities for improvement to continually optimize the change management process for the program.
- Shall dual key/rekey the changes from customer ticketing tool to Computacenter ticketing tool and vice versa (if applicable).
- Engage in customer transitions during a new / managed service (as appropriately) to define or modify the change management process.
- Conduct regular refresher trainings for the technical teams on change management process and best practices.
- Periodically conduct change audit compliance to improve the overall effectives of the change process.
Requirements
- Good understanding of ITIL and service management principals.
- Excellent team worker, able to work in virtual global teams in a matrix organization.
- ITIL v3/v4 foundation certified (mandatory).
- Shall possess excellent soft skills as this is a direct client facing role.
- Willing to work on Saturday (Occasional).
- Open to learning ITIL Processes within DC.
- Willing to work on multiple accounts.
Benefits
- Leadership training
- Coaching
- Mentoring
- Professional development
- International opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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