Job Description

Business unit, Department, Reporting Business Unit Operate Department Service Excellence and Quality Job grade S5

Core Description

The incumbent will be responsible for assisting organisations with meeting their business objectives, by focusing on the IT side of change - including changes to business processes, systems, and technology in line with our ITIL framework ensuring standardised methods and procedures for prompt handling of RFC's. The focus will be on driving faster adoption, greater utilization, and higher proficiency around changes impacting organisations, to keep business disruption to a minimum. Key Deliverables / Primary Functions Apply a structured ITIL Framework approach to manage changes within IT systems and ensure that risks for the business and customers are limited. Develop, maintain, and improve the Change and Release Management, and Deployment Management Policies, Standards, RACI, Processes and Procedures and ensure training is given to staff to adhere to said policies and procedures. Conduct Emergency Change Advisory Board (ECAB) and Change Advisory Board (CAB) meetings to ensure that system implementation is done in line with customer requirements. Prepare, maintain, and distribute the Forward Schedule of Change. Identify potential risks and develop specific plans to mitigate or address the concerns. Develop a set of actionable and targeted change management plans including: stakeholder and communication plan; impact management plan; training plan; and resistance management plan. Coordinate Post Implementation Review meetings for all the failed changes that cause high impact incidents, to eliminate future reoccurrence. Provide business and service providers with necessary reports and statistics which include: Quarterly Executive Dashboards for change status and volume; Monthly Reports for successful, failed and overall logged changes; Daily Reports for age analysis of changes; and Exception Reports on CAB changes to respective parties. Participate in audit reviews including ITIL Maturity Assessment and ISO Audits to ensure that processes are followed in line with SLA's. Design, configure, analyse, and update the Change and Release Management workflow within BMC ITSM/Helix and ensure that they are current and reflect the business needs. Core Functional Skills & Capabilities Customer Orientation Technical Report writing Data Analysis Business Partnership Management Microsoft Office Core Behavioural Competencies Delivering Results & Meeting customer expectations Creating & Innovating Adapting & Responding to change Persuading and Influencing Working with people Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology Additional Education -Preferred /Advantage Experience

5 years' experience in an IT Change Management role. Certifications ITIL Foundational V3/4 Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 3 Level of Engagement Interacting with clients as well as relevant stakeholders within BCX.

Special Requirements / Employment Condition Workplace / Physical Requirements Hybrid Remote Worker Billable