ESN Change Management Specialist

34000.00 - 40000.00 GBP Annual + GBP34000 - GBP40000/annum Holiday Bonus, Income Protection
08 Sep 2017
22 Sep 2017
Contract Type
On any given day, every moment matters to someone, somewhere. We help firefighters see around buildings and police officers see around street corners. We keep utility workers connected and visible to each other with real-time voice and data communication across the smart grid. And we provide the situational awareness first responders need when a moment brings catastrophe. We help people be their best in their moments that matter.

The role is within the Europe & Africa Managed Service Organisation based in Basingstoke, UK and the Change Management Specialist will provide office hours support for operational Change Management in respect of the delivery of Services to end-users to ensure efficient and prompt handling of all change requests to control IT infrastructure and thereby minimize the number and impact of any related incidents upon service caused by planned changes.

The post holder is to ensure ALL Operational Changes to ESN services are efficiently and proactively reviewed, assessed, approved and managed from initiation to completion.

To ensure that change management services meets customer SLAs through effective planning and scheduling and minimising impact on operational service to the Emergency Services Customers.

To manage ESN Supplier's requests and produce technical impact assessment of their changes and obtain prompt and efficient approvals from both internal and external customers/stakeholder.

Chair Operational CAB and manage all high risk/impact and emergency operational changes.

The change specialist will be responsible for the development, regular review and updates of the Change Management all Process and all Procedures,

The change specialist will also need to liaise with implementers and conduct full post implementation QA review of all ESN & 3rd party change requests. Provide governance and monthly management and performance reports.
The post holder will have line management responsibilities for change analyst and will report into the National Change Manager.

The primary day-to-day responsibilities include but not limited;
• The post holder will be responsible for reviewing and conducting operational service and technical risk impact on all changes.
• Liaise and manage change request and expectation from external customers / suppliers / partners in line process and procedures that are developed and agreed for efficient management of all request.
• Ensure that every change requests is comprehensively assessed, completed and logged before providing Level 1 approval for the change to be released to Customers. Every change must have risk and mitigation and back out plans as minimum.
• Interface with customers, suppliers and business stakeholders to ensure process, procedures are followed and necessary approvals & authorisation obtained and improvements made where necessary. Aim to ensure that customer impact is minimised & that the services are protected from unmanaged or unauthorised changes.
• Review and manage conflicts on forward schedule of change and deal with queries over demand and priority with Customers.
• Ensure that customer concurrence and approvals before any planned work is commenced and to ensure that any customer critical/special events are controlled with minimum impact/disruption to their services.
• Being the single point of contact for all first level escalations from ESN customers, suppliers, 3rd parties and internal stakeholders. Ensuring all change related disputes are resolved prior to gaining approval and implementing changes.

Education/Job related qualifications
• ITIL v3 Foundation certification, ideally with some Level 2 unit such as service transition.
• Minimum of A level covering min of English and Maths qualifications or equivalent.
• Technical experience / knowledge or formal qualification in telecom or electronic engineering.
• Operational Change Management experience in telecom or IT environment.
• Experience in conducting Technical risk and impact assessment as result of network /IT change.
• Working knowledge of Ticket Management systems, such as BMC Remedy or AMDOC
• Service Transition capability and knowledge of underlying Change process, policy, benefits and risks.
• Experience working on or with emergency services network / communication systems.
• Experience in management of staff
Specific Skills for the role:
• Working knowledge of Microsoft Office applications such as word and excel
• Strong inter-personal skills with clear written and verbal communication with ability to interpret complex subjects influence and negotiate with customers.
• Self motivated and team work. Strong organisational skills with excellent attention to detail.
• Good customer focus and analytical skills.
• Tenacity and resilience under pressure.
• Understanding and awareness of the specific customer requirements for the emergency services.
• Decision making skills.

Initially working closely with project teams in Basingstoke but primary location will be Rugby, UK (with some national travel requirements)
Office Hours - Monday thru Friday, 40 hrs per week with some flexibility when required.

In order to apply successfully, you must be eligible to live and work in the EU. Documented evidence of the eligibility will be required from candidates as part of the recruitment process. The candidate will ideally already hold a current UK Security Clearance, or be willing to undergo Security vetting, following a Baseline
Personnel Security Screening (BPSS) check