Systems Analyst

General Description

Change analyst handles and manages the change management operational activities which involves registering, categorizing, reviewing, planning, and preparing necessary documentation for the change requests.

Essential Duties and Responsibilities

• Register, categorize and prioritize changes after conducting thorough analysis.
• Facilitate CAB meetings.
• Maintain balance between business need for prompt change and the necessity of ensuring that stability of existing systems is not compromised.
• Document and publish CAB meetings reviews.
• Reroute misdirected changes that have not been handled with in a timely manner.
• Identify changes that need special attention or escalation.
• Ensure change review is completed immediately after successful implementation.

Other Responsibilities

• Draft and send out communications to ensure that all relevant stakeholders are aware of the procedures.
• Enable decision making by optimizing activities within teams. This includes but is not limited to reviewing test scripts and internal processes.
• Work with change manager to ensure change activities are properly communicated.
• Ensure change implementers are adhering to the process and procedures as defined.
• Assure service quality objectives, governance compliance, and responsiveness through KPIS and metrics.
• Support the development and execution of change management activities in partnership with customer teams- including stakeholder engagement, communication, training, and readiness and adoption measurement plans. Collaborate with the team and key stakeholders to ensure timely delivery and quality of assigned deliverables.
• Mediate conflicts related to the change where necessary. Identify possible issues/concerns, escalate risks and issues to management and project leadership teams, and implement mitigation plans if necessary.
• Collaborate with Incident Management, Release Management and Deployments teams

Education

Preferably a bachelor’s degree in Computer Science, Information Systems, or related discipline.

Experience

• Three (3) years of experience in technical support and/or customer support role.
• Knowledge of concepts regarding design and deployments of information technologies.
• Ability to understand the basic tenets of the physical IT system and that system’s relation to applications.
• Understanding of foundation IT technical issues and relationships.
• ITIL Knowledge or certification, preferred.
• Knowledge on quality assurance and audits.
• Excellent judgement, tact, and decision-making ability.
• Excellent communication, documentation, and presentation skills.
• Good analytical and systematic approach to problem solving.
• Fluent in Spanish/English