Senior Change Analyst

3 days ago

Dublin, Dublin City, Ireland Tata Consultancy Services Full time

Role: Senior Change Analyst
Job Type: Permanent
Location: Hybrid

Are you ready for a change? We have an exciting opportunity as a Senior Change Analyst based in Dublin, working in the challenging Airline Industry sector. A chance to build a career working for TCS, one of the largest global IT Consultancy companies.

Reporting to the Service Delivery Manager, this role plays a crucial role in the lifecycle of IT Services, bridging the gap between service development and service operation ensuring that new or changed services are introduced into the operation environment with minimum disruption while maximizing value.

The Role
The Senior Change Management Analyst will steer the introduction of new or changed services across the full Technology organisation and technical lifecycle. This role exists to build and own an end-to-end service introduction strategy and framework, roll that out and support delivery and service management colleagues to deliver strong strategic business outcomes and is a key driver of transformation programme success. The role reports to the Service Manager, within the Service Management structure.

Key responsibilities:

  1. Govern the change management process for the organisation, ensuring adherence to change policy and procedures.
  2. Ensure that changes to assets are recorded and controlled appropriately.
  3. Implement controls and protocols to ensure compliance with security, regulatory, and data privacy requirements.
  4. Liaise with the delivery and programme teams to ensure the correct process and governance is followed, as per the agreed-upon plan, ensuring new or changing services have fully developed end-to-end Service Management Models based on agreed and defined Service Acceptance Criteria / Service Management requirements.
  5. Work closely with the Service Introduction function to ensure that all necessary steps in the process are authorized and implemented as per the approved plan, prior to changes proceeding.
  6. Advocate for organisational commitment to asset control and adherence to process, working closely with various stakeholders to embed the process.
  7. Provide training and support to end users and stakeholders on how to effectively utilize the Change Management process and related ServiceNow functionalities and features.
  8. Co-ordinate, schedule and prioritise Change Requests, ensuring adherence to key SLAs and KPIs.
  9. Design, build and run regular reporting for both the Service Management leadership team and senior Aer Lingus management, focusing on performance, including agreeing SLA's, key metrics and other performance indicators relating to Change Management.
  10. Implement a strategy to replace or reduce CAB approvals, putting the responsibility for identifying issues in the code on those who understand it best, with detailed documentation to comply with regulations.
  11. Influence key stakeholders to ensure continual improvement plans are in place to address issues as they are identified.
  12. Champion change management, actively identifying opportunities for improvements that contribute to optimising the current processes.
  13. Own continual service improvement for Change Management and actively contribute to CSI across the Service Management team.

Key skills/knowledge/experience:

  1. Practical experience of Change Management processes in methodologies like ITIL, COBIT or DevOps-style incident and problem management processes.
  2. Knowledge of configuration management processes.
  3. Experience with Change Management tools, including ServiceNow.
  4. Experience with knowledge supporting tools including SharePoint, JIRA and Confluence or similar, with the ability to learn new skills quickly.
  5. Data analysis and reporting skills, with experience in tools such as PowerBI an advantage.
  6. Broad experience of modern IT infrastructure and applications.
  7. A strong and proven understanding of best practices, tools, and techniques across the lifecycle of Change Management, with the ability to identify issues and improve these processes.
  8. The ability to make informed decisions, using the data and information available.
  9. Experience in stakeholder management, with an ability to communicate across levels of an organisation.
  10. Strong conflict resolution skills, to resolve disagreements efficiently without damaging relationships.
  11. Proficient in the purpose and function of SLAs, to allow you to evaluate a team's performance and identify areas for improvement.
  12. Flexible, with the ability to plan and organise and adapt as needed.
  13. Acute understanding and ability to demonstrate value measurement and optimisation, adapting to challenge, risk & active change management.

Good to have:

  1. Knowledge and experience of GDPR regulations beneficial.
  2. Experience in the IT industry and/or aviation/travel industry advantageous.

Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion & Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended). We believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity and inclusion motto is 'Inclusion without Exception'. Our continued commitment to Culture and Diversity is reflected across our workforce implemented through equitable workplace policies and processes.

If you are an applicant who needs any adjustments to the application process (including completion of the application form) or interview, please contact us with the subject line: "Adjustment Request" to jennifer.long@tcs.com. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Next Steps
Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.

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