EMPREGO

3514 Change Management Analyst

Contact One Communications, Inc.-Mons, Belgium

Change Management
- Systems Analyst

Required Security Clearance: NATO SECRET

DUTIES AND ROLE
Change Management

  • Participate on Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.
  • Technically evaluate change requests, ensuring they align with business objectives and minimize risks.
  • Maintain a robust change management process, including documentation, communication, and post-implementation reviews.
  • Facilitate change advisory board (CAB) meetings and ensure timely approvals.
  • Monitor the impact of changes and address any issues promptly.

Problem Management

  • Investigate recurring incidents and identify underlying root causes, preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents.
  • Conduct thorough root cause analyses to prevent similar incidents from reoccurring.
  • Collaborate with technical teams to implement permanent fixes.
  • Maintain a problem knowledge base for reference and continuous improvement.
  • Proactively identify potential problems and work towards preventive measures.

Configuration Management (Secondary Scope)

  • Plan the configuration management process.
  • Identify the configuration management data as well as CIs and associated stakeholders.
  • Control the CIs or the receipts, as well as deviations from those receipts.
  • Make sure the configuration items in the CMDB are up to the standards and is updated regularly.
  • Keep track of the changes made in the configuration and report to management about compliancy failures.

Support is required related to the following activities

  • Support in creation of the Purchase Requests (PR), Internal Requests (IR) in our internal system (EBA), also following up the lifecycle of PRs.
  • Support in the receipting process into internal system (EBA) and also creation of the work confirmation for the payment of the invoices.
  • Support with tracking the hours allocated to the project team in the support of the projects in our internal system Service Now (SNOW).
  • Support with preparing the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.
  • Support in preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.
  • Travel: The incumbent might travel about 10% of the contracted time, mostly to other Belgian locations (Braine l'Alleud and Brussels).

SKILL, KNOWLEDGE & EXPERIENCE

  • Bachelor's degree in Finance, business administration, or related field (or equivalent experience).
  • Minimum of 3 years of hands-on experience in Service management tools like ITSM, JIRA, BMRC Rhapsody or similar Incident management systems for IT products/services.
  • Minimum of 3 years of hands-on experience in Configuration and Service management tools like ServiceNow, BMC Helix, SolarWinds Service Desk, Jira, ManageEngine ServiceDesk or similar Incident management systems for IT products/services.
  • Minimum 2 years working with resource management systems like ServiceNow or similar ones.
  • Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position.
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration abilities.
  • Ability to work effectively in a dynamic, fast-paced environment.
  • Familiar with different admin activities in NATO or any other government/military organization.
  • Analytical thinking and active listening.