Analyst IT Release

Overview

Job Description

Office

Location:

Northbrook, IL
Hybrid: 1 day per month in office

The ITSM Release Analyst will support the successful deployment of IT Change Management practices based on the ITIL Framework. This role is responsible for developing a structured approach to service management, integrating Release Management into a comprehensive solution that aligns with Business and IT strategies. The analyst ensures that IT Release Management adheres to leadership guidelines, collaborating closely with functional teams and business units.

This position is part of the Service Transition team within the Service Management Office.

• Pre and post implementation reviews of all changes and outcomes that are executed through the change management process
• Coordinates recurring maintenance windows for system patching and/or quarterly outages
• Establishes and reports on key performance metrics related to IT Release Management. Performs other related technology duties and projects as assigned
• Ensures the critical stakeholders are aware of changes and clearly communicates the anticipated impact as appropriate
• Monitors the implementation of change management efforts to ensure that the disruption of normal business operations is minimized - works closely with the incident management team
• Responsible for oversight of the root cause analysis and corrective action planning for applicable change management efforts
• Ensures appropriate documentation related to proposed changes are collected, organized and stored. Manage the release schedule for all core services and ensure alignment across key partners and vendors
• Continually work towards making improvements in the release management processes
• Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided
• Complete required change and release management lifecycle tasks including the creation and delivery of required release management documentation in preparation for presenting to change approval authorities
• Coordinating interfaces with Change Management, Incident/Problem Management, and other service management processes
• Assist governance leaders in reviewing metrics associated with change and release management
• Coaches and trains team members on development processes and practices and facilitates learning sessions
• Participation of weekly IT Change Advisory Board meetings

Education

Bachelor’s Degree in Computer Science, Information Systems, or other related field or an equivalent combination of education, training, and experience.

Certification / Licensure

n/a

Work Experience

• 1-3 years of experience in enterprise IT Release Management, Change Management and/or enterprise Service Desk management
• Experience creating performance metrics and continual improvement models for process control
• Experience with change control, root cause analysis, and service management methodology
• 1-3 years’ experience with Enterprise ITSM Application Solutions
• Experience working with stakeholders at all levels of an information technology department

Knowledge / Skills / Abilities

• Knowledge of IT Service Management principles
• Skilled in risk analysis, contingency, and mitigation planning
• Critical thinking and problem solving skills
• Outstanding attention to detail
• Ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing
• Self-starter with the ability to handle multiple tasks and priorities within a fast-paced work environment
• Ability to establish and maintain effective working relationships with co-workers, stakeholders, outside organizations and vendors

Education

Bachelor’s Degree in Computer Science, Information Systems, or other related field or an equivalent combination of education, training, and experience.

Certification / Licensure

ITIL v4 Foundation Certified

Work Experience

• 1-3 years of experience in enterprise IT Release Management, Change Management and/or enterprise Service Desk management
• Experience creating performance metrics and continual improvement models for process control
• Experience with change control, root cause analysis, and service management methodology
• 1-3 years’ experience with Enterprise ITSM Application Solutions
• Experience working with stakeholders at all levels of an information technology department

Knowledge / Skills / Abilities

• Knowledge of IT Service Management principles
• Skilled in risk analysis, contingency, and mitigation planning
• Critical thinking and problem solving skills
• Outstanding attention to detail
• Ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing
• Self-starter with the ability to handle multiple tasks and priorities within a fast-paced work environment
• Ability to establish and maintain effective working relationships with…