The main objective of the Senior Officer - IT Change Management role is to assist in governing and adopting relevant IT Service Management (SM) practices, ensuring that all change initiatives are completed seamlessly. The focus is on increasing employee adoption and usage through effective communication and change management methodologies.
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Key Responsibilities:
- Apply a structured methodology and lead change management activities to ensure changes are implemented in a controlled and consistent manner, minimizing disruption to the business.
- Perform change impact assessments to clarify the type, need, and activities associated with changes.
- Distribute notifications of upcoming changes, change freezes, and policy updates to stakeholders.
- Define templates and testing cycles to ensure IT systems are properly qualified before production acceptance.
- Review all changes and provide approvals for change request types including Major, Emergency, and Requests for Change (RFC).
- Lead the review of RFCs, assessing risks, impact analysis, communication needs, testing procedures, back-out plans, and post-implementation validation.
- Conduct and participate in Post Implementation Reviews (PIR) according to the change management process.
- Chair CAB meetings and ensure all approvals and action items are recorded.
- Coordinate resources and timing with other Change Managers and CAB members.
- Review and approve appointments of new Change Coordinators and CAB members.
- Maintain and drive the change management process, ensuring alignment with organizational goals.
- Monitor compliance with established processes and practices.
- Act as a focal point for knowledge transfer within the organization.
- Regularly report on change management activities, success rates, and their impact on IT services.
Qualifications:
- Bachelor's Degree in IT/Computer Engineering or equivalent (3+ years experience).
- 5 - 7 years of relevant experience.
- ITIL Practitioner certification required.
- Fluent in English.
Competencies:
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to Achieve
- Resilience and Flexibility
ISR Requirements:
- Comply with ISR policies and report any weaknesses or incidents to the respective Line Manager or Information Security team.
- Complete all required ISR awareness sessions and follow associated guidelines in day-to-day operations.
