ITIL Associate

Job Description

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Why this job matters

The purpose of the change management role is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. The role works closely with the Customer/Suppliers and key stakeholder groups internally while maximizing value and reducing incidents, disruption and re-work.
Also
It ensures that Service Asset and Configuration Management identifies controls and accounts for service assets and CIs ensuring their integrity across the service lifecycle. Verifying the configuration records against the infrastructure and to correct any exceptions. It is an interface with other Service Functions and Business Units for the maintenance and accurate provision of Configuration Management activities

What you’ll be doing

•Responsible for implementation of Change Control and/or Configuration Management within their designated contracts and will give input into setting the processes for Change Control and/or Configuration Management across their contracts
•Ensuring that Change Control functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
•Influencing key stakeholders, ensuring the ITIL framework is implemented and linkages between practices are clear and relevant across EMS. In order to do this effectively they would need to have relevant professional/ technical ITIL knowledge.
•Recommending improvements to the processes they input into and ensuring these are implemented across the teams using Continuous Improvement
•Active participation with transformational activities
•Be cleared to the required security level to ensure compliance to contractual and governance requirements
•Ensuring that Configuration and Asset functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
•Recommending improvements to the processes they input into and ensuring these are implemented across the teams using Continuous Improvement
•Active participation with transformational activities
•Recommends and influences Asset and/ or Configuration Management process including automation and improving the existing process and decides on communication and implementation of this.
•Delivers appropriate governance and risk assessment and final decision on proceeding with complex change across the customer base.
•The ability to interact successfully at all levels of the internal and customer organisations
•Excellent communication and negotiation skills
•Strong ability to persuade and influence client and stakeholder relationships
•Self-starter capable of working off own initiative
•Highly customer focused with excellent interpersonal, influencing and communication skills
•Good methodical and organisational skills
•Ability to work to tight deadlines across multiple tasks.

The skills you’ll need

Complaint ManagementIT Service DeliveryIssue ResolutionProblem SolvingCustomer ExperienceCommercial AcumenData AnalysisFeedback ManagementData ManagementTechnical SupportTechnical ReportingEscalation ManagementBusiness Process ImprovementDecision MakingGrowth MindsetQuality AssuranceInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.