ITIL Change and Release Management Analyst

JOB DESCRIPTIONS

Change Management specific role:

Roles and Responsibilities

• Assist Change and Release Senior Analyst for designing the strategic approach to managing change and support operations that fall within the domain of change management.
• Assist on maintaining and update Change management guide and govern change management domain
• Ensure achieve Change Management KPI ITIL target and maintain the updates accordingly
• Assist on managing Change Advisory Board (CAB) forum and supporting documents related to CABs (normal and E-CAB).

i. Supporting the CAB Chairman and committee in decisions for major changes.

ii. Evaluating Requests for Change (RFCs), the available resources, impact of change, and organizational readiness.

iii. Validating that appropriate tests and evaluation are performed before high-risk changes are approved.

iv. Documenting and reviewing relevant processes and activities.

• Supporting the design and approving new change process models.
• Responsible for communicating the change management process across the IT organization
• Ensures that change management requirements and data in tools are in place before CAB
• Analyse Change Management request and result
• Propose on any initiative that can improve Change Management process as per ITIL framework
• Presents recommendations to senior management for improvement
• Evaluating the change impact and organizational readiness to limit potential risk.
• Evaluating the risk of change and providing actionable guidelines on reducing the impact.
• Evaluating resistance in adopting the change at the user, process, and technology level.
• Assist to manage the change portfolio, which allows the organization to prepare for and successfully adopt the change.
• Authorize minor change requests and coordinate higher risk change to CAB forum.
• Proactively conduct post-implementation reviews to assess the decisions and performance related to the change request.
• Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate user.
• Oversee changes related to DevOps and Agile practices, ensuring alignment with ITIL Change Management framework.
• Ensure smooth service onboarding process by assist Change and Release Senior Analyst coordinating with service owners, project teams, and operations for readiness and compliance.
• Maintain onboarding checklist and documentation to standardize the service onboarding process.
• Monitor and evaluate service onboarding activities to ensure minimal disruption and adherence to organizational standards.

Release Management Specific role:

Key Roles and Responsibilities

• Assist to plan release across all application team in KWSP. Especially the Release roadmap and release management
• Perform assessment and manage it via release tool on business risk for New Microservice, Existing Microservice and if Downtime Required.
• Work with Product Owner (PO) and Business Key User on release roadmap and change management required to roll out new digital services
• Review and approve deployment window for medium risk releases for project on board onto agile process.
• Communicating all project release plans and changes.
• Coordinating projects and product release between different teams.
• Part of DevOps governance team

Key Interactions:

• Working with key business user and PO on the release roadmap.
• Work with technical team on dependency of releases.

Other important items to consider:

• Dedicate to the team typically from the beginning of the engagement throughout or part of the off-boarding planning and execution.
• Frequent interactions with all teams and interact on pieces of the software development cycle.

Other Part of Service Management Role:

• Carry out the roles and responsibilities as referred to in the 'Roles and Responsibilities' section of the ITIL document, based on the roles assigned to staff referring to the 'Role Assignment' section of the relevant document.
• Assist in the coordination and management of scheduled activities involving the user department:

i. IT Disaster Recovery Simulation Activities

ii. Other activities involving consumers

• Carry out IT side visit activities to branches for the purpose of awareness of the use of basic IT hardware/software with members at the branch.
• Collect feedback and views from the aspects of applications, infrastructure & IT security from the relevant departments and sections for the information of users.
• Perform other duties as required or directed by Management from time to time.

JOB REQUIREMENTS:

• Degree in Computer Science/ Information Technology or equivalent qualifications
• Degree CGPA 3.0 and above
• At least ITIL Intermediate v3 or 4 Certified
• At least 4-5 years of strong experience in Information Technology or a related field especially in ITIL Change Management and Release Management, and of Enterprise level information systems
• At least 2 years of strong experience in Information Technology Agile and Devops
• DevSecOps experience is a highly advantage
• Strong knowledge in application, technical, network and IT Security
• Previous work experience in a Customer facing role
• Proven track record of communicating with internal and external senior/executive personnel
• Experience in supporting multiple external clients across various industries
• Experience working in teams
• A working knowledge of the outsourcing environment and IT Industry
• Strong analytical problem solving skills