Professionally developed over several hundred hours these 25 Job definitions for IT Service Management can be used by Managers and Human Resource personnel alike.

The job descriptions can be used in ITIL, Cobit, ISO 20000, Six Sigma, EFQM, Zachmann and many other framework environments.

The following job descriptions are provided:

• Application manager
• Availability manager
• Business analyst
• Capacity analyst
• Capacity manager
• Change analyst
• Change manager
• Configuration analyst
• Configuration manager
• Network & Infrastructure Engineer
• PMO manager
• Problem analyst
• Problem manager
• Quality analyst
• Quality manager
• Release manager
• Security manager
• Service continuity analyst
• Service continuity manager
• Service desk analyst
• Service desk manager
• Service level analyst
• Service level manager
• System manager
• Test manager

A. JOB SUMMARY/ OVERVIEW

Leads the development and manages a proactive and effective Change Management process to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of change related Incidents upon service quality, and consequently improve day to day operations. Change processes may involve: hardware, communication equipment and software, system software, Live applications software, all documentation and procedures associated with the running, support and maintenance of live systems.

 B. PRINCIPAL DUTIES AND RESPONSIBILITIES

Carries out informed analysis of strategic business objectives, requirements and opportunities, versus a realistic view of the technological capabilities and risks, to establish an optimum and economic balance between business requirements and IT opportunities, and accordingly, develops the goals and the scope of the Change Management process, and the ways of measuring its efficiency and effectiveness.

Directs the development and maintenance of change management procedures covering all activities involved in the change management process. This includes conducting regular independent audits to check that Change Management staff, other service management staff and users are adhering to established Change Management procedures. Sets the procedures that regulates and controls the conduct of CAB business.

Identifies and analyzes change constraints and determines appropriate strategies deal with such constraints. Constraint may be caused by the scope of a Change is too wide for available resources, unclear ownership of impacted system, inaccurate configuration data, lack of effective Configuration Management process. Determine trends and problems that occur and seeks rectification with service departments and clients/users.

Evaluates/establishes the change management system most appropriate for <>’s business. Includes ensuring seamless integration between Change Management tools and Change Management system. Maintains the change management system in accordance with agreed procedures.

Takes overall responsibility for managing changes to the live infrastructure, taking account of priorities and other changes which may impact on service availability and safety. Identify changes considered necessary to ensure a safe and effective infrastructure.

Chairs meetings that review changes, such as change advisory boards (CABs), ensuring that changes are expedited to maintain the required infrastructure. Includes calling and tabling RFCs for a CAB meeting, issuing related agenda and circulating to CAB members, determines CAB members to attend which meetings based on the type and nature of RFCs under consideration. Call for urgent CAB meetings to discuss urgent RFCs.

Reviews/conducts impact and resource assessment for RFCs that may affect users' business operations. This includes assessing the effects on the infrastructure, capacity, performance, reliability and resilience, contingency plans and security, the impact of not implementing the change, the resources required to implement the change including cost and people. Reviews and verifies impact and resource assessments conducted by change analysts.

Coordinate Change building, testing and implementation of authorized RFCs, in liaison with Release Management and business management, to ensure that related activities are both resourced and completed to schedule. Agrees back-out procedures for authorized Change, and sanctions their activation in case of error to ensure no or minimum impact on service quality.

Reviews implemented Changes to ensure that Change has met its objectives, with no undesirable side effects to the functionality, capacity, performance, security, maintainability, of the changes component. Determines appropriate follow up actions where Change failed to achieve its objectives.

Evaluate activities of the change management function and assesses performance against service Level agreements. Utilize a variety of evaluation metrics to identify shortcoming and recommends appropriate remedies in conjunction with affected Users and service level staff.

Promote awareness of the importance of a structured change management process, working with other IT service management functions to ensure effective operation of the change management function and the consistency of procedures.

Develops a continuous service improvement plan as well as the necessary follow up to ensure tasks are performed in the defined manner and that established goals are being reached.

EXPECTED TEAM CONTRIBUTION                                                                                

• Lead/ participate in regular meetings to share information and facilitate cross fertilisation of ideas
• Discuss and review with team periodic reports on CM activities and interfaces with other IT processes.
• Day-to-day management responsibilities for assigned staff. Includes the training and coaching of CM team members.

REPORTING RESPONSIBILITIES                                                                                  

Ensures timely preparation and distribution of reports and management information on status of RFCs. Includes reporting on performance against established service level agreements.

Liaise with CCR Management and report on performance measures related to assigned areas of responsibilities.

C. KEY PERFORMANCE INDICATORS

Qualitative KPIs, e.g., accuracy and report quality or meeting deadlines.

• Repeatable Change process,                                    
• Quick and accurate Changes,                      
• Protect service,                                                       
• Show efficiency and effectiveness Change results.

D. MAIN JOB REQUIREMENTS(education and experience necessary to fulfil job)

Required/ Desired

Education                                                                                                                 

B.Sc. in computer science or related field - Required

Certification in ITIL Change Management Practitioner - Desired

Experience                                                                                                               

8 years of practical experience in the provision of service support function, particularly the CCRM processes within a large IT organization.

Required

E. REQUIRED COMPETENCIES

• Technical Expertise                                                                                              

  • Investigate and model medium business functions, processes, information’ flows and data structures, using methodical and consistent techniques.
  • Ability to identify, review and challenge work processes to achieve performance enhancement.
  • Ability to interpret and execute a supplied set of simple test cases using agreed methods and standards.
  • Develop simple test cases based on detailed requirements documentation
  • Develop and update projects cost-benefit model to reflect scope changes.
  • Interrogate the client/user database to produce reports for bodies involved in change review.
  • Implement new software releases and hardware into operational environment using the controlling processes of CM and Change Management.
  • Working knowledge of the development of an integrated project plan.
  • Identify project risks and successfully deal with them if and when they occur.
  • Know how to deal with cost overruns, by identifying, analyzing, and prioritizing controllable alternatives.
  • Understand project control skills (risk management, monitoring and troubleshooting)
  • For more details please refer to the attached matrix

• Business Orientation                                                                                           

  • Understand the internal politics of their organization and set priorities to meet organization needs and fit with its mission.      
  • Respond positively to unusual requests or complaints and ensure customers’ queries/complaints are answered/resolved in the quickest manner. Engage customers in useful discussion of needs and ways of meeting them.         
  • Weigh alternatives/ solutions in relation to impact on the bottom line by analyzing costs and benefits of potential projects or activities before proceeding.

• Delivering Services and Solutions                                                                      

  • Analyze the underlying issues arising from investigations into requirements and problems, and identifies available options for consideration.                                                                                                             
  • Cope well with ambiguity and connect ideas together that are not obviously related.         
  • Remain focused on own and team goals and objectives, regularly reviewing these against agreed performance measures and amending plans as necessary.                                                                                      
  • Take the longer term view in planning own work and projects, rather than just planning day-to-day activities           
  • Go beyond normal responsibilities of the job and seek opportunities to improve their own and the team’s performance.         
  • Create innovative ideas or be open to new ideas from other people and challenge traditional thinking and promote/demonstrate new ideas.                                                                                                                  

• Working Relationships                                                                                        

  • Internally:

    • Colleagues in the CCRM group and other Service Support teams to coordinate activities and advise on new releases/products.
    •  Cooperates closely with other CCRM processes and liaises with colleagues in Service Desk, IT operation, ACM, Enhancement, projects, Test Management, Security Management and PMO as well as any other IT Function that may need to interface with Configuration Management.                                                                                         

  • Externally:

    • Service providers and vendors to answer queries and follow up on release requirements.
    • Speak of team and members in positive terms, defends and champions its cause. Contribute to the formulation of team mission, goals and policies                                                                                                       
    • Take active interest in increasing own technical knowledge by reading technical journals, attending professional conferences, holding discussions with experts, etc.                                                                            
    • Establish formal or informal systems to guarantee access to key information. Ask individuals to do regular information gathering                                                                                                                                 
    • Have a “can do” attitude all the time. Readily put in extra time and effort and tackle problems outside the normal comfort zone                                                                                                                                 
    • Commit full potential in the face of uncertainty to increase benefits or improve performance and seek problems in the making and resolve them before they arise.                                                                                   
    • Define standards for quality; and evaluate products, processes, and/or services against such standards.
    • View change as a healthy and normal part of organizational growth.
    • Challenge the status quo and champion new initiatives.

• Leadership                                                                                                           

  • Leadership skills to allocate work load to members of his team, discuss development issues.           
  • Set high priority on the needs of the organization and the development of his subordinate employees' full potential. Includes preparing on the job training programs, giving verbal feedback on results and performance, identifying identify their training and development needs, etc.                                                                                              
  • Review achievement of goals and give direction of how to improve performance.
  •  Review performance with staff and suggest reward changes.