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Beskrivning av tjänsten:
The Request Management Analyst will manage the request management processes that directly or indirectly affect IT production services in line with agreed IT Request Management processes minimizing adverse impact to business services.
As Request Management in CGI, your involvement in the achievements of the team's objectives is to contribute to: Ownership of the Request Management process (as defined by the Information Technology Infrastructure Library – ITIL) and will drive improvement year over year. This person will provide direction, process, definitions, and support technologies to ensure that standardized methods and procedures are used for efficient and prompt handling of all Client and CGI GISOD driven requests. The goal of Request Management is to minimize the impact of any related Requests upon service across internally-managed and vendor-managed systems. Primary responsibilities of this position include oversight of the CGI Infrastructure Support personnel who are responsible for the actual hands-on delivery of services.
Dina framtida arbetsuppgifter:
The individual who fills this role is responsible for managing outcomes and results. The activities that this individual will oversee include:
*Perform all key functions for the facilitation and reporting (internal, Client and Leadership) for all client Request Management practices. *Request Facilitation *Perform request evaluation based on information received assessing quality of request for comprehensive plans, accuracy and lead times. *Manage risk, request impact and urgency to ensure impact to production services is minimal and the reasons and justification for requests are business beneficial. *Ensure the request authorization process has been complied with and feedback obtained on the outcome of all requests that are implemented. *Be proactive in identifying and resolving issues relating to the request management process. *Responsibility included support the execution of report deliverables for Client Service as well as Internal Metrics and reporting *Delivery and maintenance of key performance reports, making the information easily accessible to the users, and implement best practices regarding reporting and knowledge sharing. *This position will also include managing the calendar of deliverables, monitoring data quality within source systems and report outputs, liaising with report recipients to inform them of any issues/delivery dates/answers to questions that arise and keeping the team apprised of any actions/interventions required. Combined Key Responsibilities • Escalate where necessary any issues that may arise within the life cycle of a request • Continuously improve and promote request control standards and procedures. • Participate as required and proactively provide training and facilitate user forums on a regular basis. • Develop a close working relationship with key stakeholder communities
Kvalifikationer för att bli framgångsrik i denna roll:
-Facilitation or Presentation training.
-Good knowledge of Windows platforms, UNIX, Mainframe and AS/400 knowledge is an advantage. -Good knowledge of network technology -Good knowledge of MS-Office and Visio. --Experience performing at a high level beyond immediate area of responsibility -Track record of building relationships within and across teams and with external partners/vendors -Ability to motivate others to complete and agreement or assignment that is mutually beneficial -Demonstrated ability to drive request through influence without direct management authority -Self-starter with high energy to meet the needs of a demanding business and IT environment -Problem-solving ability -Ability to multi-task with outstanding organizational skills -Outstanding negotiation and conflict resolution skills -Candidate must have extremely strong leadership skills along with strong analytical skills. -Excellent communication skills (both written and oral) Skill Set Years of Experience Proficiency Level IT Service Management Experience 3 – 5 Intermediate Infrastructure Request Management 3 - 5 Intermediate
Communication (Oral/Written) IT Service Management ITIL Mainframe Microsoft Office Network Problem Solving/DecisionMaking Unix
Vad du kan förvänta dig av oss:
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