Details

Description

Responsibilities & job summary:

The Change and Configuration Manager is one of the key points of contact for stakeholders involved in changes within the managed services or internal scopes.

Under the supervision of their manager or a more experienced coordinator, they oversee the IT change aspects in the tool.

They set priorities, assess impacts, and approve or reject changes. They also verify the configuration management of implemented changes and submit remediation requests.

Key Responsibilities:

• He/She ensures day-to-day compliance with the change management and configuration management processes.
• He/She ensures that change requests are submitted on time.
• He/She validates them after checking their compatibility with planned known changes, in collaboration with the operational change and configuration teams.
• He/She reviews non-compliant changes that have caused major incidents during Post Implementation Review meetings.
• He/She determines and validates that configuration items are recorded and updated according to the objectives of the implemented change. In case of inconsistencies, he/she initiates and tracks correction requests in the Configuration Management Database (CMDB) — the database that details the relationships between hardware, software, and network components used by an IT service.
• He/She produces key performance indicators within his/her scope of responsibilities.
• He/She is the main point of contact for one of the Business Units for all configuration and change management activities.

Skills and Qualifications:
• Professional experience as a configuration or change manager
• Fluent in English
• Experience and knowledge of change and configuration management principles, methodologies, and tools (ServiceNow)
• Good knowledge of ITIL processes
• Communication skills
Seniority of practice :

 Junior : 1 - 3 years

Behavioral skills:
• Have a good editorial sense (procedures and reports)
• Communicate effectively towards the concerned teams