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sr. change AnalystNICE CXone

Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 06/08/2022
Deadline: 06/09/2022
Description
ITSM SR. CHANGE ANALYST
Location: Taguig City, Philippines
The IT Service Management Senior Change Analyst role supports the Change Control Process and the Change Management team. The position's primary duties include processing change requests, chairing Change Advisory Board meetings, coordination with process stakeholders, [change] process quality assurance-related evaluation, assisting with evaluation of failed or impacting changes, and assisting with process improvement efforts.
ServiceNow is the primary platform used to facilitate the duties described above. Experience with ServiceNow is a big plus for this role.
Experience with ITSM best practices is desired.
The position is not customer-facing. ​​
As a Sr. Change Analyst, a Typical Day Might Include the Following:
Chair the Change Advisory Board meetings ensuring and understanding of each change and its potential impact to the organization, as well as our customers.
Assists the Change Manager(s) with review and processing of change tickets, processing ticket modifications requested by change deployers, and facilitating post-implementation change retrospective analysis.
Participate in continuous improvement activities as requested by the Change Manager(s) or ITSM Director.
Accurately captures relevant information in change (or other) ticket notes.
Participates in reporting and analysis activities.
To Land This Gig You'll Need:
Bachelor's Degree in Computer Science, Business Information Systems, or a similar field, or equivalent work experience required.​
2-5 years of professional experience * 2+ years of ITSM change management or equivalent experience.
1+ years of experience as Change Advisory Board Chair.
Great communicator - both verbally and written, and with senior leadership and partners.
Customer service-oriented - although this isn't a customer-facing role, the decisions and impact of the process are felt directly by customers.
Ability to multi-task and work well in a fast-paced environment - and to meet deadlines throughout it all.
Advanced proficiency with Microsoft Office and ServiceNow.
Independent and able to work with little supervision.
Experience with ITIL best-practices.
Ability to work well within a team to learn and share knowledge.
Great communicator - both verbally and written, and with senior leadership and partners.
1+ years' experience chairing a Change Advisory Board meeting.
Customer service-oriented - although this isn't a customer-facing role, the decisions and impact of the process are felt directly by customers.
Ability to multi-task and work well in a fast-paced environment - and to meet deadlines throughout it all.
Advanced proficiency with Microsoft Office and ServiceNow.
Independent and able to work with little supervision.
Experience with ITIL best-practices.
Ability to work well within a team to learn and share knowledge.
Bonus Experience:
2+ years' experience as a Change Manager or Analyst.
Technical knowledge - we're a software development company making products for contact centers. Knowledge regarding contact center software/design/functionality/operations is a big plus.
Technical Knowledge will be required to make good decisions as a CAB Chair - the more the better.
ITIL certified (v3 or v4)
Project management experience
Desired profile: analytical, inquisitive, service and team-oriented, friendly demeanor, early adopter.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE CXone

Other Info

Taguig City, Metro Manila
Permanent
Full-time

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NICE CXone

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