Sr. Analyst - Managed Services Operations - Change Coordinat
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Augusta, ME 04332
The purpose of this position is to support Change Management and Configuration Management within the Sirius Managed Services ITSM system. Ensuring consistency across Change Management, Configuration Management, Incident Management, and Problem Management using the ITIL standard adopted by Sirius, this role will perform day to day support of the Sirius ITSM Process and coordination of both customer-facing and internal changes. In addition, this role facilitates change management meetings, problem management reviews and CMDB setup.
Primary Duties & Responsibilities
+ Manage and document the configuration baseline and control process, monitor adherence of Change and Configuration Management processes.
+ Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
+ Act as Configuration Librarian, maintaining data integrity of the CMDB and related system documentation, collaborate with ITSM Administrators to implement approved changes to CMDB structure, including attributes and relationships
+ Support platform engineers in defining, documenting, changing and baselining configuration categories
+ Produce and publish management reports from CMDB.
+ Plan, schedule and perform independent audits and audits on the CMDB, comparing contents with the IT infrastructure.
+ Manage change requests and conduct change management meetings
+ Review all change requests, ensuring changes follow defined process and comply with requirements
+ Review all implemented changes to ensure that they have met their objectives; refer back any that have been backed out of or have failed
+ Liaise with all necessary parties to coordinate change approvals
+ Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information
+ Creates required reports in response to business user needs
+ Develops, documents, and maintains policies, procedures and associated training plans
+ Ensure adherence to all ITIL processes
+ Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship
+ Partners with the Managed Services Continuous Improvement team on pre-sales support activity and design and scoping of services
+ Provides technical perspective to ensure a realistic estimation of scope, cost and level of effort for proposal generation
+ Works with project managers in the development and implementation of project plans and timelines
+ Complies with all time compliance and time entry guidelines
+ Training/Certifications: Attends training sessions, and obtains industry related certifications as determined by management
+ Bachelor’s degree in Business, Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field
+ At least three (3) years of Information Technology work experience in a role involving using a Service Management application to administer and control Change and Configuration Management
Other Position Requirements
+ Demonstrated knowledge of service management processes, procedures and software, and including knowledge of ServiceNow
+ Demonstrated experience managing and documenting CMDB
+ Demonstrated ability to work with Engineers to understand changes to support their CMDB needs
+ Demonstrated ability to work quickly under pressure, consistently make sound decisions, meet deadlines, and escalate issues as required in a timely manner
+ Demonstrated ability to create and maintain clear and easily understandable documentation for the current state and proposed state of automation functions
+ Demonstrated ability to acquire further technical skills
+ Demonstrated verbal and written communication skills
+ Demonstrated ability to multitask and prioritize workload
+ Demonstrated customer service skills
+ Demonstrated ability to investigate problems and utilize problem solving techniques
+ Demonstrated ability to establish positive working relationships and work as a team player in a managed services environment
+ Demonstrated ability to be resourceful in working with disparate client and internal departments to deliver meaningful solutions
+ Demonstrated ability to provide guidance and leadership to less experienced technical team members
+ Demonstrated ability to develop strong customer relationships and trust to secure future business
+ Demonstrated ability to achieve high levels of customer satisfaction
+ ITIL certification
+ Managed Services experience
Data Privacy and Security :
+ All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
+ Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment
The above primary duties, responsibilities, and position requirements are not all inclusive.
Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.
Demonstrates competencies defined for the Analyst level, plus the following:
Manages Complexity - Asks the right questions to accurately analyze situations. Acquires data from multiple and diverse sources when solving problems. Uncovers root causes to difficult problems. Evaluates pros and cons, risks and benefits of different solution options.
Situational Adaptability - Picks up on situational cues and adjusts in the moment. Readily adapts personal, interpersonal and leadership behavior. Understands that different situations may call for different approaches. Can act differently depending on the circumstances.
Manages Ambiguity - Deals comfortably with the uncertainty of change. Effectively handles risk. Can decide and act without the total picture. Is calm and productive, even when things are up in the air. Deals constructively with problem
Being Resilient - Is confident under pressure. Handles and manages crises effectively. Maintains a positive attitude despite adversity. Bounces back from setbacks. Grows from hardships and negative experiences.
Optimizes Work Processes - Identifies and creates the processes necessary to get work done. Separates and combines activities into efficient workflow. Designs processes and procedures that allow managing from a distance. Seek ways to improve processes, fro