Lead IT Service Management Analyst - 90216346 - Sandy Springs
Your success is a train ride away.
Amtrak connects businesses and communities across the country and we move America's workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.
Are you ready to join our team?
SUMMARY OF DUTIES
The Lead Analyst ITIL Change Management works with business partner (IT) within the Service Management function to align technology solutions and/or processes with Information Technology and business strategies. Demonstrates an informed knowledge within the Service Management fucntion to evaluate change requests and assist with improvement of processes, on an ongoing basis. Supports several moderately complex business processes. Serves as a project team member.
Essential Functions:
Responsible for assisting in the governance of critical Service Management diciplines, i.e. Change Management, Release Management and Configuration Management
Participates in planning sessions related to projects or new technologies, to implementent process improvement within the Service Management area. Documents discussions and agreements. Facilitate gate review, change advisor boards and IT operational meetings.
Establishes liaison relationship with business partners and IT departments in order to provide process solutions to meet user needs.
Assesses process improvements needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advises on options
Reviews change requests, ensuring that all requests are complete, accurate and follow established processes, policies and procedures
Facilitates daily operations meetings, weekly Change Advisory Board (CAB) meetings and Post Implementation Review (PIR) meetings
Assists in the development of user manuals and knowledge databases and assist in user training
Reviews impact of changes, investigates, resolves and escalates problems
Monitors and analyzes metrics to ensure customer satifaction
Promotes an understanding of IT Service Management roles, processes and activities to business untits and IT departments
Supports and participates in formal reporting related to IT Operations.
Coordinate with SMEs to gain necessary approvals for requested changes
Review risk information for potential issues and determine mitigation plans
Verify the quality and completion of pre and post change implementation requirements such as testing approvals, scheduling, risk and impact analysis, release and deployment plans and backout plans
Participate in the Change Advisory Board as needed to represent change implementation activities
Validate key implementation milestones within changes
Analyze the relationship between incidents and implemented changes
WORK
Experience:
Demonstrated years experience in the IT Service Management field
ITILv3 Intermediate Certification in Service Transition or Release, Control and Validation
ITILv2 Practitioner in Release and Control or Change, Configuration, Release Working knowledge within IT operations and/or Service Management functions
Experience with IT Service Management tools
Able to Communicate and train users on process changes
Providimetrics, KPIs, reports and data to management to assist in decision making
Ensure Change Management process, policy, procedures and training documentation is annually reviewed and updated as needed
Ability to work in a high stress environment
PREFERRED WORK
Experience:
ITIL Practitioner or Intermediate Certification
Experience working with other ITIL processes that interface with Change such as Request, Release, Incident & Problem Management; ensuring the process is adhered to across all streams of Service Management but also understands how change influences these and other processes
Knowledge of Six Sigma/Lean and CoBiT
Excellent facilitation and people skills
Excellent attention to detail
Self-starter/independent worker/thinker
Demonstrated of experience in Change/Release Management
PREFERRED EDUCATION:
Master's degree in Information Technology, or equivalent
COMMUNICATION AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills
Requisition ID:29541
Posting Location(s):Georgia
Personnel Area:GA03
Job Family/Function:Information Technology
Relocation Offered:No
Education Requirements:Bachelors Degree
Travel Requirements:Up to 25%
Employment Experience Requirements:5 - 7 years of experience
Amtrak employees power our progress through their performance.
We want your work at Amtrak to be more than a job we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.
We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.
All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.
In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
SF:L1
SF:C1
POSTING NOTES: Information Technology Information Technology
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Amtrak connects businesses and communities across the country and we move America's workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.
Are you ready to join our team?
SUMMARY OF DUTIES
The Lead Analyst ITIL Change Management works with business partner (IT) within the Service Management function to align technology solutions and/or processes with Information Technology and business strategies. Demonstrates an informed knowledge within the Service Management fucntion to evaluate change requests and assist with improvement of processes, on an ongoing basis. Supports several moderately complex business processes. Serves as a project team member.
Essential Functions:
Responsible for assisting in the governance of critical Service Management diciplines, i.e. Change Management, Release Management and Configuration Management
Participates in planning sessions related to projects or new technologies, to implementent process improvement within the Service Management area. Documents discussions and agreements. Facilitate gate review, change advisor boards and IT operational meetings.
Establishes liaison relationship with business partners and IT departments in order to provide process solutions to meet user needs.
Assesses process improvements needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advises on options
Reviews change requests, ensuring that all requests are complete, accurate and follow established processes, policies and procedures
Facilitates daily operations meetings, weekly Change Advisory Board (CAB) meetings and Post Implementation Review (PIR) meetings
Assists in the development of user manuals and knowledge databases and assist in user training
Reviews impact of changes, investigates, resolves and escalates problems
Monitors and analyzes metrics to ensure customer satifaction
Promotes an understanding of IT Service Management roles, processes and activities to business untits and IT departments
Supports and participates in formal reporting related to IT Operations.
Coordinate with SMEs to gain necessary approvals for requested changes
Review risk information for potential issues and determine mitigation plans
Verify the quality and completion of pre and post change implementation requirements such as testing approvals, scheduling, risk and impact analysis, release and deployment plans and backout plans
Participate in the Change Advisory Board as needed to represent change implementation activities
Validate key implementation milestones within changes
Analyze the relationship between incidents and implemented changes
WORK
Experience:
Demonstrated years experience in the IT Service Management field
ITILv3 Intermediate Certification in Service Transition or Release, Control and Validation
ITILv2 Practitioner in Release and Control or Change, Configuration, Release Working knowledge within IT operations and/or Service Management functions
Experience with IT Service Management tools
Able to Communicate and train users on process changes
Providimetrics, KPIs, reports and data to management to assist in decision making
Ensure Change Management process, policy, procedures and training documentation is annually reviewed and updated as needed
Ability to work in a high stress environment
PREFERRED WORK
Experience:
ITIL Practitioner or Intermediate Certification
Experience working with other ITIL processes that interface with Change such as Request, Release, Incident & Problem Management; ensuring the process is adhered to across all streams of Service Management but also understands how change influences these and other processes
Knowledge of Six Sigma/Lean and CoBiT
Excellent facilitation and people skills
Excellent attention to detail
Self-starter/independent worker/thinker
Demonstrated of experience in Change/Release Management
PREFERRED EDUCATION:
Master's degree in Information Technology, or equivalent
COMMUNICATION AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills
Requisition ID:29541
Posting Location(s):Georgia
Personnel Area:GA03
Job Family/Function:Information Technology
Relocation Offered:No
Education Requirements:Bachelors Degree
Travel Requirements:Up to 25%
Employment Experience Requirements:5 - 7 years of experience
Amtrak employees power our progress through their performance.
We want your work at Amtrak to be more than a job we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.
We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.
All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.
In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
SF:L1
SF:C1
POSTING NOTES: Information Technology Information Technology
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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