IT Incident and Change Specialist

Company Description

Peermont prides itself on offering our guests exceptional customer service and value for money. We always strive to employ and develop individuals that share our values of Respect and Humility, Integrity, Collaboration and Accountability.

As part of this we endeavour to provide opportunities to our employees to develop their careers within the Peermont Group and are therefore proud to offer another career development opportunity for the position mentioned above.

**Job Description**:
The IT Incident & Change Specialist will be responsible to perform the IT Service Management Incident, Change, and Problem management functions. Key to this will be the management of incidents and change controls within the Group against agreed service levels in a manner that is professional, reliable, and in line with business and regulatory requirements.

The role will also ensure that all monitoring alerts are logged into the helpdesk system and actioned by IT Staff with an updated CMDB.

This role will be required to ensure all practices are in line with policy, frameworks based on industry best practices, solutions, projects, and innovation, and legislative support to advise, enable and support business operations in achieving their objectives
- Manage the Change and Incident Portfolios (including management of Problems)
- Perform call and trend analysis with regular management reporting
- Complete change management assessments
- Identify, analyze, and prepare risk mitigation tactics, and provide actionable guidelines on reducing the impact.
- Identify and manage anticipated resistance
- Consult and coach project teams to be aware of the change management policy, process and best practices.
- Create actionable deliverables for the five Change Management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
- Support and engage senior leaders
- Coach managers and supervisors
- Support organizational design and definition of roles and responsibilities
- Coordinate efforts with other specialists
- Integrate Change Management activities into project plans.
- Evaluate and ensure user readiness.
- Manage stakeholders who are directly or indirectly impacted by the change.
- Track and report issues within the change management function.
- Define and measure success metrics and monitor change progress
- Support Change Management at the organizational level
- Manage the change portfolio
- The Change Specialist is responsible for reviewing submitted RFCs, scheduling CAB meetings, authorizing changes, updating change records, coordinating the build/test/implementation of changes, reviewing implemented changes, producing reports, and improving the change process.
- Continuous service improvement to improve the change management process throughout the organisation.
- Supporting training and communication as part of change management.
- Conduct post-implementation reviews to assess the decisions and performance related to the change request.
- Develop and update standard documentation, including underlying processes and procedures in coordination with technical teams
- Develop and document technical requirements for various tools and projects in coordination with technical teams to define, track, and report service levels

**Qualifications**:

- Matric.
- ITIL Foundation Certification
- Microsoft certification (MCP/MCITP)
- A minimum of 3 Years of relevant experience in a similar environment.
- ITIL Managing professional will be advantageous.
- A+ or N+ certification will be an added advantage.
- Working Knowledge of Windows 10 and Office 365
- Highly motivated person with good communication skills is required.
- Flexible working hours are an operational requirement.

Additional Information

Be able to work extended hours, over weekends, and public holidays.

NGB license must be obtained