Service Transition Analyst

Jenrick Commercial
14 Apr 2018
21 May 2018
Contract Type
Full Time
- Service Transition Analyst
- Up to £330 per day
- 6 month contract
- Role based in Cambridge

As one of the most revered leaders in their industry, this technology led organisation is widely regarded as one of Britain’s global success stories. This is a fantastic opportunity to join them as a Service Transition Analyst.

We are seeking a proactive individual to work within the IT Service Transition team. You will be responsible for working with the delivery teams to ensure they understand the Service Transition process and to help them successfully transition new or changed services into production.

The ideal applicant will be ‘T-shaped’ and willing to take on required activities to get the delivery of change across the line when necessary, whilst ensuring the operational needs of the service are considered and operational risks are mitigated.

Key Responsibilities

- Ensure the IT Service Transition process is known and understood by product owners and their teams.
- Ensure the operational needs of new or changing services are considered and understood by all team members
- Ensure the acceptance criteria of internal and 3rd party support teams are agreed and factored into the deliverables added to Jira to be completed by the delivery teams
- Responsible for the completion of any tasks relating to the transition of the new or changed service and escalation of any risks in relation to completion of these tasks.
- Ensure the relevant operational stakeholders are notified of changes and can be involved in the delivery if required.
- Become the ‘go to person’ for delivery teams, service operations and relevant 3rd parties with regards to transition of change for the Customer Engagement ART
- Ensure the go live experience is positive with minimal impact to customers. You will be responsible for coordinating end user training, creation of user documentation and enabling the support teams to manage incidents and requests.
- Ensure that any production risks are identified and effectively managed
- Consider what knowledge articles and training are needed for the Service Desk and own the completion of these activities
- Reviewing knowledge articles to ensure they are logical, easily searchable and available to the correct audience
- As required chair frequent or ad-hoc Change Advisory Board’s to review the impact of upcoming changes in your area.
- As required, agree Early Life Support (ELS) exit criteria and manage the Early Life Support period and ensure acceptance from all ELS exit signatories.
- Chair workshops to agree new or changed support models and document the outcome
- As required, agree Early Life Support (ELS) exit criteria and manage the Early Life Support period and ensure acceptance from all ELS exit signatories.
- Produce fortnightly reports on the transition status for the products you are responsible for.
- Work closely with the test function to ensure testing effectively demonstrates the operability of the service
- Working closely with the Service Design process to translate the design into actionable tasks
- Identify and own service improvements to the company IT Service Transition Processes

Essential Skills & Experience

- ITIL Foundation Certification
- Experience of delivering projects in Agile environments like Scrum, Kanban or scaled agile framework (SAFe)
- Experience using, operating or improving service management processes
- Experiencing transitioning small and large change into service
- Experience working with multiple 3rd parties
- Superb social skills, be excellent at influencing and motivating individuals and teams.
- Experience juggling conflicting and changing priorities whilst meeting deadlines
- Experience working unsupervised and as part of a team
- Self-motivated, with a "can do" attitude and an ability to make progress when faced with ambiguity
- ITIL Intermediate Certifications

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