Change Officer - IT - Kuwait

Job no: MRF10606
Location: Kuwait
Kuwait Head Office
IT
Alshaya IT is a diverse organisation supporting corporate, warehouse and
retail specific IT infrastructure and systems. We have software teams creating
and developing in-house applications and product teams optimising and
integrating major third party solutions. The rate of growth across divisions
and geographies means we are constantly evaluating how we provide robust,
scalable and business enabling infrastructure and systems in line with global
benchmark standards.
Role Profile: Change Officer handles the details of the change request.
Change officer frequently exercise lead" responsibilities based on factors
such as location, skill set, troubleshooting skills, difficulty of the change
request. Change officer would perform the day-to-day management of the change
request process, like building and reviewing change plans, managing the change
implementer, making sure that the change proceeds in a timely fashion, and so
on.
Job Requirements
* ‎6+ years of experience supporting software development
* Bachelor's degree in Information Technology or Business Management, preferred
* Able to work well with all levels of professionals in an organization
* Excellent active listening, root cause identification and interpersonal skills
* Good communicator and able to influence people
* Good team player and able to operate independently
* Proficient in flowcharting tools to develop business process flows
* Proficient in spreadsheet tools to analyze data and build reports
* IT Service Management experience, ideally as a certified Change Manager
* Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management, ideally in a regulated environment
* Technical Project/Program Management experience, IT Operations or Technical Support experience
* Broad experience of IT infrastructure and applications
* ‎3+ years strong project management skills with accountability for end-to-end delivery.
* Experience working with Service Now or JIRA an advantage
Job Responsibilities:
* Gathering appropriate information based on the type of change being investigated
* Associating related CIs, incidents, and services to the change request
* Providing status updates to requesters
* Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
* Conducting post-implementation reviews to validate the results of the change request
* Determining requester satisfaction with change request
* Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration
* Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
* Ensure that changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner
* Reviews all outstanding RFCs
* Analyses change records to determine any trends
* Closes RFCs
* Produces regular management reports
About Us:
Alshaya Group is a dynamic family-owned enterprise which was first established
in Kuwait in ‎1890. With a consistent record of growth and innovation, Alshaya
Group is one of the world's leading brand franchise operators, offering
customers an unparalleled choice of well-loved international brands,
including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle
Outfitters, P.F. Chang's, The Cheesecake Factory, The Body Shop, M.A.C,
Victoria's Secret, Boots, Vavavoom, Pottery Barn and KidZania.

Alshaya Group's portfolio extends across MENA, Russia, Turkey, and Europe,
with thousands of stores, cafes, restaurants and leisure destinations, as well
as a growing online and digital business.

Operating in multiple sectors including Fashion, Food, Health & Beauty,
Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group
colleagues are united by a commitment to delivering great customer service and
brand experiences.

Fresh, modern, and relevant, Alshaya's constantly evolving retail portfolio
reflects the choices and lifestyle of its customers. From flagship stores and
restaurants in prestige malls, to local coffee shops, drive-thrus and online,
Alshaya Group brings customers the brands they love in the places they want to
be.
Advertised: ‎06 Dec ‎2022 Arab Standard Time
Application close: ‎05 Jan ‎2023 Arab Standard Time