Howard Systems International | 1.800.326.4860
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Change Analyst consultant needed on contract in Mount Laurel, NJ.
IT Change, Problem and Config Management Analyst is responsible for: - Ensuring changes to the IT Environment are implemented via a defined, risk-based process to ensure the stability of the environment after IT changes are implemented. - Ensuring root cause analysis for impacting issues is completed to confirm known issues have been addressed. - Ensuring integrity of Configuration management data is maintained to confirm all required systems are reflected accurately with required downstream impacts. - This role is responsible for adherence to policies and procedures as well as performance expectations and is counted on to recommend and contribute to process improvements. PRIMARY RESPONSIBILITIES: Change Management (60%): • Review and evaluate ongoing forward schedule of IT Changes across multiple applications and platforms. • Update change records with status of review and follow up on outstanding compliance items. • Answer IT Change Process questions and guide change users through submitting changes in the required tools. • Front line for IT Change Process inquiries and daily operations. • Work with business change or business improvement teams to support and guide through required steps to implement changes that impact production and other critical environments. • Assist in communicating the way in which changes will affect users on a day-to-day basis • Assist in generating reports required for day-to-day change process. • Participate in daily and weekly change-related meetings; capture minutes and action items. • Ability to manage project tasks independently with minimum supervision. • Follow up with customers, provide feedback and see problems through to resolution • Utilize excellent customer service skills and exceed customers' expectations • Assist in updating help manuals for existing and new programs and End-user Training. • Identify and recommend solutions and customizations to meet client requirements Problem Management (25%): • Review and evaluate Problem Management records in progress • Facilitate root cause analysis discussion through scheduled meetings • Update problem record with status of review and follow up on outstanding items Configuration Management (15%): • Facilitate correction of Configuration Item (CI) records as assigned • Activate new Configuration items • Manage intersections of CI updates with change and problem management processes to confirm compliance QUALIFICATIONS: Minimum requirements: • BS in Information Systems, Business discipline or related major preferred • 3 + years in Change Management, Problem/Incident Management or IT helpdesk support • 3 + years of applied business and IT experience in large and complex organizations • Strong client-facing and communication skills • Proficient with Microsoft Excel, Word, PowerPoint and SharePoint • Mortgage business knowledge preferred • ITIL Foundation certification preferred • Background or understanding of configuration management is beneficial but not required Abilities required: • Strong communication skills: verbal, written, facilitation • Technical understanding with ability to communicate technical impact, technical solutions, root cause and corrective actions into layman's terms. • Strong ability to work in an ambiguous, changing environment • Strong ability to work under pressure and tight deadlines • Technical understanding with ability to translate into business concepts • Solid understanding of the organization's business and how IT contributes to it.
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