Job Description

Job Req ID:Posting Date:Function:Location:Salary:Why this job mattersChange Management- Associate1 Assists in the operational effectiveness of support services and maintains
contractual and delivery documentation with accuracy and keeping details up to
date.
1 Owns the change Request for its lifecycle end to end.
1 Has autonomy over the Agile Governance of the change Request.
1 Follows ITIL latest framework.
1 Dealing variety of queries from all levels of management within BT Group.
1 CM should act as change control board and Agile governance techniques.
1 Liaise with the other teams within BT to ensure the correct ownership of
customers on the system.
1 Coordinate with other departments across BT to arrange access into customer
premises for BT engineers.
1 Should be able to work on BT and customer tools.
1 Ensure operational procedures are in place, maintained and followed as
appropriate.
1 Validate the RFC form with Build, Test, impact assessment and Roll back plan.
1 Pre-Check all the supporting document and seek technical validation.
1 Drive changes request in Internal/External CAB for approval.
1 Well Versed with Emergency change process.
1 Should know planned maintenance process and handling of 3rd party suppliers.
1 Should be able to chair the CAB\'s
1 Should be assertive in his/her approach.
1 Produce regular management reports.
1 Should be able to work in shifts 24x7.
1 The Change Management- Professional should also keep good relationship
internally with Marker Unit members and Project Teams & the Customer.
1 Should be able to provide reporting requirements.
1 Should adhere to delivery RFT.
1 Prevent any un-authorised activity in the environment.
1 Communicate and coordinate with concerned parties.
1 Get PIR done on all failed change, review all upcoming changes requesters.
1 Keep change record up to date with the most recent status possible.
1 Follow up with PM & Respective teams (day of change).
1 Follow up with customer/requester after the completion of change.
1 Ask customer to test the change and provide UAT.
1 Update the inventory associated with a given change or work with inventory
team to process asset forms.
1 Good communication skills, both verbal and writing
1 Works well with various parts of the business.
1 Understands the needs for quality gates for validating a Change activity.What you\'ll be doing1. Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
2. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
3. Develops and maintains relationships with suppliers, customers and internal stakeholders.
4. Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
5. Contributes to the Service Operations initiatives and ensures that services are aligned to the client\'s business requirements.
6. Assists the implementation of tactical strategies and improvement plans for Sales Operations.
7. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
8. Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.The skills you\'ll needInformation ManagementCommunicationTechnology ImplementationContinuous ImprovementProblem SolvingService Level Agreement ManagementIT OperationsCloud ComputingCustomer Relationship ManagementTechnical SupportIncident ManagementEscalation ManagementDecision MakingProject/Programme ManagementGrowth MindsetQuality AssuranceInclusive LeadershipOur leadership standardsLooking 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.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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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