Helpdesk Associate

Job details

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Job description

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Change Management Coordinator The Change Management Coordinator’s role is to support Enterprise-level change management function based on Information Technology Infrastructure Library (ITIL) best practices. The scope of this function will include administering change management processes and procedures to include coordination of requests for change and aiding in controlling the lifecycle of those changes. Candidate will possess considerable experience with ITIL frameworks and be able to practically apply the concepts in practical application. Job Description Coordination with customers and other stakeholders to obtain required information and facilitate request for change processing Data collection and analysis Adherence to standardized documentation requirements and procedures Manages change requests, ensuring changes follow defined process and comply with requirements Assists in the review of schedule of changes to identify time, conflicts, and risks associated with requested change Assists in the monitoring, review, and approval of change requests to ensure they meet the established completion criteria and processes Maintain change log, change schedule, history, and documentation for network changes utilizing authorized tracking and documentation tools Represents the changes in CAB meetings to get the changes approved Work in a fast-paced environment with ability to turn items around in a quick manner Perform, oversee, and maintain a high volume of change tickets and their status on a daily basis Liaise with all necessary parties to coordinate change approvals Maintains procedures, policies and other documentation relating to Change Management, making use of the knowledgebase module within ServiceNow. Ensures defined change management processes are adhered to and where appropriate implements options to address non-conformance Produce reports related to Change Requests on a daily basis Requirement Must have a minimum of 2 years of professional experience Experience in ITSM tool, Service Now experience would be a plus Excellent communication skills Basic understanding of networks and devices Bachelor's degree or equivalent experience ITIL Foundation Certification would be a plus Ability to understand and adhere to policies, processes, and procedures Demonstrated self-starter with ability to independently resolve problems Ability to maintain a professional and courteous manner in difficult situations Ability to maintain high quality work to manage multiple critical projects Ability to perform and participate in a team oriented environment Ability to communicate effectively with a diverse group of users, both oral and written Excellent customer service skills and demeanor Flexible to work in 24/7 environment