IT Technician - Change Management Coordination

Essential Qualifications/Experience:

·       Higher vocational training in a relevant discipline with 5 years post-related experience

·       ITIL V3/ V4 foundation

·       In depth experience in ITIL Change Management

·       Knowledge of various ITIL processes and their relationships and purposes

·       Experienced in Configuration management

·       Experience with Release and deployment

·       Competent in the use of personal computer office automation packages (such as; Windows, Word, Excel and PowerPoint)

·       Familiarity with the use of computer based administrative support tools

·       Broad experience with, and understanding of, various ICT components used to deliver services, ranging from servers, PC's, VOIP telephones, call manager, satellite receivers, active network components, such as; routers switches and firewalls, as well as software applications and patching practices

·       Familiarity and understanding with risk management practises in conjunction with the execution of IT change management

Desirable Qualifications/Experience:

·       ITIL Service Transition certification

·       Broad and in-depth experience of the ITIL Service Management framework; Project management experience; Configuration Control; IT Collaboration tools

·       Experience in training customers and end users with ITSM tools and processes

·       Prior experience of working in an international environment comprising both military and civilian elements

·       Knowledge of NATO responsibilities and organization, including ACO and ACT

DUTIES/ROLE:

·       Administers Requests for Change, reviews and closes Requests for Change, and reports on results

·       Documents meeting minutes of the local Change Advisory Board

·       Assists in planning and management changes and configuration items. Monitors all CSU change management, Service Asset and Configuration Management activities in accordance with Agency directives, processes and local procedures

·       Assists in development and execution of local release and deployment schedules, in accordance with Agency directives, processes and local procedures

·       Conducts reviews and supports Verification Audits against Configuration Management Database. Supervises Configuration Control activities and ensures execution in accordance with Agency directives, processes and local procedures

·       Plans, manages, coordinates assigned resources and conducts work to meet quality targets

·       Takes initiative to investigate and resolve technical issues in a systematic approach

·       Maintains sound knowledge on implemented technologies

·       Advises superiors and recommends technical solutions