Change management senior associate

Job Description

* Your title Your subtitle -->Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.There are two things that we want to share with anyone considering joining us.Firstly, we ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you re welcome at BT, we really mean it.Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you ll have the chance to discuss smart working and how it might work for the job you are applying for. About this role The overall objective of the Change Management- Senior Associate is to lead and manage network changes in to the BT systems/customer system (if required) after the consent of customer and BT internal teams. The Change Management- Senior Associate is policing all changes applied to the network, change management process compliance is essential, there must be no exceptions. Cab approvals, queue management, overall contract Change Management- Senior Associate (technical). Youll have the following responsibilities Owns the change ticket from the time it is raised through closure.Has autonomy over the management of the change and escalates as neededFollows ITIL framework.Dealing with a variety of queries from all levels of management within BT Global Services. CM should act as change control team and takes changes from end to end.Liaise with the other teams within BTGS to ensure the correct ownership of customers on the system.Coordinate with other departments across BT to arrange access into customer premises for BT engineers.Should be able to work on BT and customer tools.Ensure operational procedures are in place, maintained and followed as appropriate. Validate the RFC form with Build, Test, impact assessment and Roll back plan.Check all the supporting document and get technical validation form TDA or NOC team.Take changes to Internal/External CAB for approval.Should Know Emergency change process.Should know planned maintenance process and handling of 3rd party suppliers.Should be able to chair the CAB sShould be assertive in his/her approach.Produce regular management reportsShould be able to work in shifts.The Senior Change Manager should also keep good relationship internally with Marker Unit members and Project Teams & the Customer.Should be able to provide reporting requirements.Should adhere to delivery RFT.Prevent any un-authorised activity in the environment.Communicate and coordinate with concerned parties through the change process.Get PIR done on all failed change, view all upcoming changes and review with requesters. Keep change record up to date with the most recent status possible.Follow up with PM & Respective teams (day of change).Follow up with customer/requester after the completion of change.Ask customer to test the change.Update the inventory associated with a given change or work with inventory team to process asset formsGood communication skills, both verbal and writingWorks well with various parts of the businessUnderstands the needs for quality gates Youll have the following skills & experience Core skills:
• Experienced within a Customer Service and Telecom environment.
• Must be able to demonstrate strong customer empathy, see the customer s point of view and understand the impact to them as a business.
• Some basic technical knowledge of data networks.
• Commercial and Business Aware.
• ITIL V3/V4 Foundation certified.
• Must be a team player.
• Internally and externally customer focused.
• Self motivated.
• Excellent oral and written English skills.
• A basic understanding of another European language (esp. German, French or Swedish).
• Very competent user of Microsoft Windows.
• Very competent user of Microsoft Internet Explorer.
• Very competent user Microsoft Outlook.
• Articulate and accurate in data entry.
• Team managerial skills
Additional skills:
• Self Management and Personal Development
• Problem Solving and decision making
• Professional/Technical insight
• Ability to understand global time zones and working / non working hours.
• Excellent time management skills.
• Experienced in the use of Microsoft Office (Esp Word and Excel).
• Good geographical knowledge of the Global contracts.
About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.Were now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And were on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.So, if youre interested in the power of potential, why not join us today and release yours You can read more here about what its like to work at BT How to Apply Its easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your applicationCOVID-19 Notice: We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.,

Keyskills :
smart workingsalesmicrosoft officemiscustomer relations