Role Description

Change & Configuration Analyst at IT Lab, Cape Town

Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
An opportunity has arisen for an experienced Change & Configuration Process Analyst to join our Support Services team in our Cape Town office.

The Role
The Change & Configuration Management Process Analyst will be responsible for ensuring all Configuration data and information (Assets and Configuration Items/CI’s) relating to client infrastructure and IT Lab supported services are captured, documented & maintained accurately.
The Change & Configuration Management Process Analyst will also be responsible for the co-ordination of changes for all engineers (regardless of location; remote or onsite) to ensure that client expectations and SLA’s/OLA’s are maintained. One of the key functions of this role is to qualify all changes raised with the Service Desk requiring technical intervention or assistance. You will need to have the technical ability to understand the nature of the issue or request and then based on criteria and initiative, will schedule for relevant action

Duties and Responsibilities:
  • Capture, analyse, verify and clean existing CI/Asset data from across multiple incumbent systems
  • Prepare Asset & CI data for loading into the new (ServiceNow) CMDB in accordance with agreed standards and using required templates
  • Load data into CMDB, test accuracy of data load and remediate any issues
  • Assist in the development and documentation of Service Asset & Configuration Management policy, process and work instructions as required.
  • Assist in the development and documentation of Service Asset & Configuration Management policy, process and work instructions as required.
  • Review of all new changes logged in relation to data quality (classification; prioritisation; ticket details; etc) & ensuring quality of data
  • Consistent and effective handling of Change requests as stipulated in the Change Management Process
  • Work with the scheduling department to book reactive resources in order to ensure that these take place as per the client contract; including engagement with the Service Delivery Manager; Account Manager and client where necessary
  • Act as contact point regarding any questions around Service Asset & Configuration Management form across the IT Lab support services organisation.
  • Ensure that Assets & Configuration Items under the control of the IT organization are identified, controlled and properly cared for throughout their lifecycle.
  • Assist in development of reporting and audit methods to verify asset and Cis data, including versions, baselines, constituent components, their attributes and relationships.
  • Run Service Asset and Configuration Management reporting and provide other Management Information upon request
  • Account for, manage and protect the integrity of CIs through the service lifecycle by working with change management to ensure that only authorized components are used and only authorized changes are made.
  • Maintain accurate configuration information on the historical, planned and current state of services and other CIs.
  • Support efficient and effective service management processes by providing accurate configuration information to enable people to make decisions at the right time — for example, to authorize changes and releases, or to resolve incidents and problems.

Location and environment
This role will be based in our beautiful Century City offices in Cape Town; however, you will work amongst a wider Support Services Team split across client sites, London, Cape Town, Manchester and Woking offices. Our culture is non-hierarchical and one which stems from a hardworking but fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. 

Required skills and capabilities
  • The ideal candidate will have/be:
  • Previous experience in a role involving Service Assets, Configuration & Change Management
  • ITIL practitioner (minimum of foundation certification)
  • Good Microsoft Excel Skills
  • Microsoft Visio skills
  • Intermediate ITIL Qualification in Service Asset and Configuration Management
  • Experience in a technical delivery or support role would be beneficial

The Package
  • Working hours will be 40 to 45 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)
  • Offices locating in Century City (Cape Town)
  • Package dependent on experience
  • 22 days’ annual leave
  • Continual professional development plans
  • Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
  • Working for an established London based employer with predominantly UK based clients

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.