Change Analyst

Systal is a global managed network and security service and transformation specialist. We consult, deploy, and integrate multi-vendor technologies which help enterprise businesses maximise the security and value of their complex IT infrastructure. Across our 24/7 Network and Security Operations Centres, we manage over 200,000 assets across 78 countries, providing innovative and resilient solutions that help enterprises meet complex technology requirements, replace unsecure and ineffective legacy technologies, and securely solve todays critical IT and business challenges.

As a result of consistently high demand, we are looking to add an experienced Incident Managers to our team in Bangalore. This is an account focused role and will work on a rotational shift basis.

Role & responsibilities:

Job Purpose:
The IT Change Analyst is responsible for managing, coordinating, and analyzing changes to the IT infrastructure and services. This role ensures that all changes are executed in a controlled and efficient manner while minimizing disruption to the organizations services. The IT Change Analyst will collaborate closely with technical teams, project managers, and business stakeholders to assess, document, and approve IT changes.

Key Responsibilities:

1 Change Management Process:
◦ Coordinate the end-to-end process for IT change requests, ensuring they are properly logged, evaluated, scheduled, and tracked.
◦ Act as the primary point of contact for stakeholders regarding IT change requests and ensure alignment with organizational goals.
◦ Analyze and assess the impact and risk of changes, considering factors such as business priorities, technical requirements, and operational disruptions.
◦ Support the creation and maintenance of change management documentation, including standard operating procedures and guidelines.

2 Change Impact and Risk Assessment:
◦ Review proposed changes and assess potential risks and impacts on IT services and business operations.
◦ Work with technical teams to define the scope, resources, timelines, and rollback strategies for change implementations.
◦ Ensure that changes are prioritized according to business needs and operational urgency.

3 Change Communication:
◦ Communicate planned changes to relevant stakeholders, including the timing, expected impact, and any necessary preparation.
◦ Ensure that appropriate notifications and updates are sent before, during, and after changes are implemented.
◦ Document and maintain records of all changes for audit purposes.

4 Monitoring and Reporting:
◦ Monitor and track the progress of changes to ensure they are executed according to the planned timeline and without unforeseen disruptions.
◦ Produce and present regular reports on change management activities, including status updates and metrics on change success rates, incidents, and issues.

5 Post-Implementation Review:
◦ Conduct post-change reviews to evaluate the success of changes and identify areas for improvement.
◦ Work with relevant teams to resolve any issues or incidents arising from changes and ensure proper documentation for future reference.

6 Continuous Improvement:
◦ Proactively suggest improvements to the change management process, methodologies, and tools to enhance efficiency and effectiveness.
◦ Stay updated with industry best practices and ITIL (Information Technology Infrastructure Library) guidelines for change management.

Qualifications and Skills:

• Education:
◦ Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

• Experience:
◦ 2+ years of experience in IT change management, IT service management, or a related role.
◦ Familiarity with ITIL framework and change management best practices.
◦ Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, etc.) is a plus.

• Skills:
◦ Strong analytical skills and the ability to assess and mitigate risks.
◦ Excellent organizational and time-management abilities.
◦ Strong communication skills, both written and verbal, with the ability to explain technical details to non-technical stakeholders.
◦ Ability to manage multiple tasks simultaneously while maintaining attention to detail.
◦ Ability to work independently as well as within cross-functional teams.

• Certifications (Desirable):
◦ ITIL Foundation certification (or higher) is preferred.
◦ Change management certification (e.g., APMG, Prosci) is a plus.

Key Competencies:
• Problem Solving: Ability to identify issues, evaluate risks, and provide solutions in the change management process.
• Collaboration: Strong interpersonal skills to work across various teams and stakeholders.
• Attention to Detail: High attention to accuracy when documenting and tracking changes.
• Adaptability: Ability to adjust and work under pressure in a fast-paced IT environment