JOB DESCRIPTION

Job title
/ ITIL Problem, Change and Configuration Manager
Business Area
/
ICT
Location / Liverpool
Grade / £40,624 - £46,065 Contour Grade 13
Responsible to / ICT Director
Responsible for
How the role fits into the organisation
The post holder will be responsible for establishing and implementing key aspects of the ITIL service management disciplines to improve the day-to-day operations of the business with the aim to improve performance and support the achievement of Symphony Housing Group’s business objectives.

Organisational Values are extremely important within the Group, they are the core of what we do. The Group Values should be evident in everything we do. The Values are:

Collaboration / Inspiration
Customer Focus / Integrity
Flexibility / Responsibility
Responsibilities
Responsible for the establishment and maintenance of a Configuration Management Database capable of supporting all other ITIL Service Management disciplines.
To enable beneficial Changes to be made, with minimum disruption to IT services whilst ensuring standardised methods and procedures are used and report on change activity.
responsible for maintaining information about Configuration Items required to deliver IT servicesmaintains a logical model, containing the components of the IT infrastructure
To plan and implement new Configuration andChange Management initiatives and solutions.
Responsible for minimising the impact of Change related Incidents with the aim to prevent Incidents from happening.
Carry out root cause analysis’ and identify the root cause of incidents and problems
Be responsible for release management, encompassing the planning, design, and testing of hardware and software releases.
Accountabilities within the Group
Group Values / To adhere to and promote Group values.
Collaborative Working / To actively work with colleagues across the Symphony Group sharing good practice and sharing knowledge.
Continuous Improvement / To undertake further training/development as appropriate and to be committed to continuous professional development.
Value for Money / To contribute to VFM projects as and when required.
Equality and Diversity / To be responsible for and actively promote Equality and Diversity across all service areas of Symphony Housing Group.
Health & Safety / To undertake all duties assigned under the Group Health & Safety Responsibilities, paying particular attention to the responsibility for their own health and safety adhering to the organisation’s Health and Safety policies and procedures and relevant legislation.
Other / The above list is not exclusive or exhaustive. Employees are expected to be professional, co-operative and flexible in-line with the needs of the post, department and Symphony Housing Group. This may include evening and weekend work.
The post holder is required to undertake such duties as may reasonably be expected within the scope and grading of the post.

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Person Specification

PERSONAL ATTRIBUTES REQUIRED BASED ON JOB DESCRIPTION
Attribute / Description / Essential / Desirable / How to be measured:
Application form (A)
Interview (I)
Test (T) Certificate (C)
E / D
Experience, Knowledge & Skills / Excellent communication skills / E / A/I
Ability to manage own time efficiently and effectively / E / A/I
Knowledge and experience of ITIL service management / E / A/I
Must have excellent knowledge of Microsoft packages / E / A/I/T
Must be process driven and analytical / E / A/I/T
Must have excellent negotiating and leadership skills / E / A/I
Qualifications / ITIL Foundation or above / E / A/C
MCSE / D / A/C
Symphony Values / Collaboration
“Be one team” / E / I
Customer Service
“Put customers first” / E / I
Flexibility
“Be adaptable and proactive” / E / I
Inspiration
“Be a role model” / E / I
Integrity
“Do the right thing” / E / I
Responsibility
“Take ownership” / E / I