Change Management Analyst

3 months ago

Montréal QC, Canada C.G.I. Full time

**Change Management Analyst**

**Department**: IT Risk and Production

**Overview**:
As a Change Management Analyst, you will play a key role in ensuring the smooth operation and continuous improvement of IT services. Your responsibilities will include supporting various ITIL-based processes, coordinating project activities, and monitoring service performance.

**Key Duties**:

- Assist in the implementation and maintenance of ITIL-aligned processes, such as release, problem, incident, and configuration management.
- Collaborate with project teams to ensure successful delivery of service management initiatives.
- Provide day-to-day support for service management operations, including incident resolution and problem analysis.
- Monitor service performance and identify areas for improvement. Develop and maintain performance dashboards and reports.
- Foster effective communication and collaboration between infrastructure and business teams within the IT department.
- Serve as a point of contact for service management inquiries from global IT departments.
- Provide support during non-business hours and coordinate disaster recovery exercises.
- Handle ad-hoc user requests efficiently and effectively.
- Prepare regular reports summarizing service management activities.

**Required Skills and Experience**:

- Strong understanding of ITIL frameworks and best practices.
- Experience in project management and coordination.
- Excellent analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks simultaneously and prioritize effectively.

**Preferred Qualifications**:

- Experience in IT operations or service management.
- Certification in ITIL or project management.
- Knowledge of scripting languages (e.g., VBA).
- Experience with service management tools.

**About the Role**:
This role offers the opportunity to contribute to the overall success of the IT department by ensuring the delivery of high-quality IT services. You will work in a dynamic environment and have the chance to develop your skills in service management.

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