To effectively perform administrative activities by providing assistance and support to the Change Team members with the execution of the BCX Change Management process within the GSMC
Provide an administrative support to the change management services by taking cognisance of varioustechnologies utilised, which could include client technologies.
Effectively interface with Service Desk regarding difficulties that occur following any Changeimplementation by making the details of changes known and the impact on functionality.
Regular liaison with Configuration management & Incident Management to perform changes effectively bycontiniously providing infomation on current, future and history change activities.
Execute simple enquiries on the status of changes, using the change database where appropriate.
Support the business by adherence to SLA / OLA requirements, ensuring assistance to Service levelManagement by providing information with the impact of changes on the IT Infrastructure and the effect ofchanges on the service level targets.
Effectively determine the scope and impact of Change Requests by managing of all requests for Changes(RFC’s), in order to minimize the impact of any related Incidents upon services rendered to contractedclient organisations according to the ITIL framework ensuring that standardised methods and proceduresare effectively and promptly executed.
Frequently communicate the status of change requests with change documentation circulated to a defineddistribution of clients / users in order to ensure data integrity.
Ensuring clients receive up to dateinformation on the progress of change.
Work as a team in the GSMC to maintain, promote and enforce adherence to qualityrequirements / specifications and standards continously within the Change Management process, ensuringthat all changes submitted are considered for approval via the defined BCX processes
Key Relationships / Stakeholder relationships
GSMC Management, Supervisor, BCX Competency Centres, Service Delivery Management, Process Owners, End Users, Senior Managers, Executives, Data Centre operations, ITSM Remedy Team
Grade 12, NQF Level 4
Relevant Technical Diploma, NQF level 5 / 6
Minimum Certifications / Accreditations
Preferably ITIL V3 Foundation certificate, ITIL RCV, A+
Technical : Some exposure in the Operations area, with a minimum experience of between 1 and 2 years. Requires detailed knowledge of principles and concepts in own functional area and substantial knowledge of other functions.
Operational : Experience across multiple sectors (including Information Technology). Contributed to projects. Stakeholder Engagement : Represented multiple smaller groups of internal and external stakeholders on individual contributor level.
Essential behavioural success factors
Important behavioural success factors
Adopting Practical Approaches