Problem / Change Manager (18216)

Měsíčně:100 000 CZK
Místo:Praha
Začátek:12/2019, Délka: HPP
Home office:20%
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We’re looking for an experienced Problem / Change Manager with a big drive to take on big challenges, learn new things and develop together with their position. 
You don’t need to master all the requirements. But you do need to be willing to learn and expand, work beyond the call of duty and eventually become the master of your trade. 

Parameters: 
Location: Prague
Form of cooperation: Full-time contract 
Start of cooperation: ASAP or by agreement

What will you be working on: 
- Review incident records for accuracy of information
- Ensure appropriate priority is assigned to incident records
- Ensure Request for Change forms and change records are created for incidents requiring emergency changes to recover and restore normal service operations
- Attend and participate in Post Incident Reviews
- Assess the change impact, conduct impact analyses, assess change readiness and identify key stakeholders.
- Support training efforts - Provide input, document requirements and support the design and delivery of training programs.
- Support communication efforts - Support the design, development, delivery and management of communications
- Coordinate efforts with other specialists
- Integrate change management activities into project plan
- Evaluate and ensure user readiness
- Complete change management assessments
- Identify, analyze and prepare risk mitigation tactics

What you need to know: 
- Ideally experience with Project management, ITIL Problem Management process, Incident management, change management, PRINCE 2
- ENGLISH at least B2+, you’ll need it on a daily basis 
- Demonstrable customer management / service skills
- Experience of working within a busy first level service desk environment in a problem manager role
- Understanding and awareness of the ITIL Problem management process and procedures
- Good organisational skills plus the ability to motivate people across the organisation to provides solutions
- Knowledge across the core supported applications base including ERP and MS Office
- Good interpersonal, communication and presentation skills
- Proven negotiation skills
- Demonstrated ability to assess users needs, creatively approach solutions, decide appropriate courses of action
- Knowledge of business environment, service requirements and culture
- Adaptability to demanding circumstances that require timely and accurate responses
- Strong analytical, multitasking and prioritization skills
- Strong collaboration and partnering skills
- Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to business and management
- Process skills; ability to work with Service Provider to ensure effective operations and agreed upon service levels
- ITIL Foundations Certification is an advantage