Change & Problem Engineer

Function

Our client is seeking a skilled Change Management Engineer to help enhance and optimize their change management processes. This role involves coordinating various aspects of change implementation, ensuring that all modifications follow best practices and are delivered within set timelines. If you have a strong background in change management and ITIL, this could be the perfect opportunity to apply your expertise in a dynamic and challenging environment.

Responsibilities

• Provide strategic advice and support to the Change Management Coordinator, driving the proactive growth and optimization of the change management unit.
• Manage all change requests by:
  • Centralizing and overseeing all incoming requests.
  • Maintaining a clear overview of all planned changes, scheduling them, and assessing the impact of new requests on current timelines.
• Coordinate the execution of change implementations by:
  • Defining implementation strategies for individual or grouped changes.
  • Overseeing the work of various teams, ensuring that all activities align with established procedures.
  • Communicating updates to users, infrastructure engineers, and other stakeholders impacted by the changes.
  • Ensuring all changes are implemented with high quality and within deadlines.
• Ensure all processes follow best practices, such as ITIL, including:
  • Coordinating disaster recovery testing and planning.
  • Supervising configuration management alongside the Operations team to ensure versions and records are up-to-date.

Key Tasks

• Oversee the transition of newly developed software from development to test environments, and from test to production by:
  • Collaborating with software and functional coordinators to guarantee thorough testing of all modifications.
  • Reviewing test documentation to confirm the successful execution of tests.
  • Developing implementation strategies and coordinating roll-out plans for new or modified software with relevant stakeholders.
  • Ensuring that installation instructions and distribution procedures are followed accurately.
• Manage the integration of configuration items and release management processes, incorporating feedback from various stakeholders.
• Utilize diplomatic and persuasive techniques to gain agreement from involved parties by understanding their needs and presenting well-structured arguments.
• Solve complex problems by systematically seeking additional information and presenting practical solutions.

Independence

• Operate autonomously, organizing activities based on priorities set by the Change Management Coordinator.
• Follow established procedures, processes, and standards within the IT department.
• Engage with your supervisor for presenting, discussing, and gaining approval for key actions related to change management.

Profile of the Ideal Candidate

• Bachelor’s degree or equivalent experience.
• Minimum of 3 years of experience in development methodologies and project management.
• Proven experience in implementing and managing Change Request (CR) processes.
• Strong knowledge of ITIL (Information Technology Infrastructure Library).
• Broad ICT knowledge, particularly in infrastructure and software development.
• Proficiency in common office software tools and specific CR management systems.
• Bilingual in the region’s two official languages and proficient in English.
• Willingness to undergo a 6-month onboarding period to fully integrate into the role.