Job Description

About the Opportunity Job Type: Permanent

Application Deadline: 28 February 2023



Title: Service Management - Change Analyst

Department: TIS

Location: Gurgaon, India

Reports To: Service Management - Senior Operations Manager

Level : 4

Were proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our TIS team and feel like youre part of something bigger.

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $ 739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures. Find out more about what we do, our history, and how you could be a part of our future at careers.fidelityinternational.com/about-us.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

Department Description

The Technology function provides IT services to the Fidelity International business globally. These include the development and support of business applications that underpin our revenue, operational, compliance, finance and customer service functions. The broader organisation incorporates Infrastructure services that the firm relies on to operate on a day to day basis including data centre, networks, proximity services, security, voice, incident management and remediation.

Technology Infrastructure Services (TIS) is responsible for maintaining the Operating Environment which includes all infrastructure components and service restoration.

The Change Management function owns the centralised Change Management process and ensures a standardised implementation across all systems for efficient and prompt Change request handling to minimise risks to the Production environment. The team also administers change control over non-production environments. The team works in close coordination with other Technology and Business teams across the Asia Pacific, India, Canada, UK and EMEA regions.

Purpose of the Role

As part of the day to day job requirements the selected candidate will be required to make an appropriate response to Change requests requiring a considered approach to assessment of risk and business continuity, Change impact, resource requirements and Change approval. This considered approach is essential to maintain a proper balance between the need for Change against the impact of the Change. The candidate will also engage with various other practices within Service Management such as Knowledge, Problem and Incident Management.

Key Responsibilities

• Operational day-to-day activities within the change management function
• Work with the process owner and process managers to plan, coordinate and drive all process activities
• Process and operational reporting and continual service improvement of processes against KPIs
• Engage with audit, risk and compliance functions on ongoing audits and reviews
• Engage with other service management practices such as knowledge, incident and problem management
• Provide governance and oversight for Change Management procedures in the larger context of FIL Service Management policies and teams
• Identify and highlight opportunities for continual process improvement to the process owner
• Manage the documentation of policies, processes and procedures for service management.
• Review of all Change tickets for Production and Non-Production environments for clarity and completeness
• Carry out regular Change Management audit control checks
• Coordinate and communicate Change Awareness or Freeze periods
• Maintain and publish the Forward Schedule of Change calendar
• Chair regular meetings (e.g. Change Advisory Board, Forward Schedule of Change)
• Provide cover during public holidays or team absence should the situation arise
• Assist other service management practice teams, such as incident and problem management, ensuring day to day operations are maintained in times of high volumes

Experience and Qualifications Required

• 2 years experience in within a financial services/banking organisation
• ITIL V3 or V4 foundation level, ITIL V3 Service Transition certification desirable or ITIL V4 certifications
• Proven ability to work with Audit (Internal & external) functions
• Experience of working in an agile software development environment
• Experience in managing change in on-prem and cloud environments
• Involvement in transformation programmes across application deliveries etc
• Knowledge of Automation technologies
• Ability to interpret technical information in order to provide clear and concise communication to stakeholders
• Proven track record of high level of customer service
• Confident demeanour when dealing with individuals/groups
• Strong analytical skills, able to work and manipulate data sets, draw conclusions, create reports etc

• Collaborative approach - ability to work well with others, communicating effectively and succinctly
• Good organisational and planning skills, with attention to detail
• Motivated, with a positive (can-do) and enthusiastic attitude
• Good documentation skills, including writing policies and procedures
• Must be flexible in approach to work content and responsibilities
• Must be a self-starter and able to work with a minimum of supervision

Feel rewarded

For starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work - finding a balance that works for all of us.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

Fidelity International