When you’re one of us, you get to run with the best. For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon’s best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified™. Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com/apac or our LinkedIn page.
Job Description
The Change Management Senior Analyst, Information Technology Infrastructure Support with specialized abilities who handle the details of the change request. Change Senior Analyst frequently exercise lead” responsibilities on monitoring the day-to-day requirements for Change Management based on factors such as location, skill set, troubleshooting skills, difficulty of the change request, and risk and approvals. For example, building and reviewing change plans, managing the change implementer, making sure that the change proceeds in a timely fashion.
The Change Management Senior Analyst Position will also be engaged in Change Management Projects for transitioning different functional units to the Standard Change Management of Epsilon through discovery of current mode of operations, gap analysis and mitigation, implementation support for the agreed path forward for change management process for each Client Team and provide Change Management process training.
Essential Functions:
Manage Projects for transitioning different functional units to the Standard Change Management of Epsilon through discovery of current mode of operations, gap analysis and mitigation and implementation support.
Manages day to day operational aspects of Changes, that includes SLA monitoring, queue review, aging of tickets, trending review and ticket management. Responsible for the overall compliance to Change Management Process.
Document and ensure that the justification for a desired change to the environment and pertinent information that is provided in the ticket.
Provide all appropriate data related to the proposed change, ensuring that all changes are recorded, evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner.
Ensure proper communications related to the change have been provided to all necessary parties
Acquire the appropriate approval for the change as agreed
Respond to the changing business requirements while maximizing value and reducing incidents, disruption, and rework.
Analysis of Change Management trends, Unsuccessful Changes, Incident Caused by Change and propose for continuously improvement.
Facilitates CAB meetings to get final approval on implementation of Changes.
Updates Change Management Process documentation as may be needed
Provides support to other ITIL processes that are related to Change Management.
Provides input to Root Cause Analysis for any change tickets that would be initiated through the Problem Management Process.
Responsible for reports that are necessary to support the Service Management operations.
Proposes and implements continuous improvement initiatives based on operational reviews that will introduce better ways of managing the process.
Monitors day to day change practices to ensure consistency with policies, compliance regulations and control requirements
Participates in yearly audits and drives reporting to fulfill requirements
Supports Projects that maybe implemented within the Service Assurance function.
Qualifications
ITIL Foundation Certified, preferable ITIL Intermediate Certified, Release Control and Validation
Able to lead effective meetings, negotiate deliverables and drive successful outcomes
Results oriented, plans, and implements according to the plan within the deadline specified, with Project Management skills
Good decision making, ability to understand and support well-reasoned recommendations and decisions to support the business and project teams.
Excellent drive and initiative, and sense of personal accountability
Effective in coordinating and facilitating requirements with different practice areas. With good customer relationship skills.
Effective communication skills, both written and verbal English proficiency
Technical Requirements:
Diverse and extensive working knowledge of IT enterprise technologies – Networking, OS, Database, Telecom, Middleware, Storage, Security, Cloud, ITSM tools, etc……
Advanced knowledge of ITIL methodologies
Experience with ITSM tools and usage, preferably ServiceNow
Report Design, Development and Analysis
Excellent verbal and written communications skills
Strong leadership of technical resources
Experience:
Minimum 5 years’ experience in ITIL Practice
Education:
Associate’s or bachelor’s degree preferred
ITIL certification certificates preferred
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