Change & Incident Coordinator

About Your New Role

We currently have a great opportunity for a Change & Incident Coordinator, reporting into our Change Manager, to join a Defence program here at Leidos.

This role will be responsible for the day to day implementation of the Change, Incident, and other ITIL processes within the Level 3 support team including:

Change and Release

• Effective end to end management of Changes including raising, reviewing, progressing, and providing feedback on all Changes for the team
• Work closely with team members and the Change Manager to ensure Changes are effectively documented, and progressed in a timely manner, including supporting the review and approval processes.
• Facilitation of the Forward Schedule of Change and assessing scheduling impacts to avoid deployment conflicts
• Assisting the Team Leader with managing schedules for significant activities, which may include Release planning and Project planning

Incident Management

• Management of Incident queues and other team tasking including assisting the Team Lead with assignment of tasks, as well as follow up on actions
• Commitment to Change Process adherence to align with the departments delivery methods and outcomes
• Management of releases during business hours and after hours.
• Requirement for on call/after-hours shifts

Requirements

About You and What You'll Bring

Some of the things we're looking for, we don't expect you to tick off all of these however prior experience within a change and incident environment is essential:

• Strong understanding of ITIL Processes and how Change and Incident Management integrates with the other ITIL Processes
• Strong presentation, engagement & communication skills (written & verbal)
• Details oriented, ability to adhere to document quality control requirements
• Self-motivated and driven to achieve deliverables and positive outcomes
• Inquisitive attitude, willing to ask if there is a better way of operating
• Ability to work as part of a team or independently
• ITIL V3/V4 Qualified is preferred but not essential
• Service Management related qualifications desirable, in particular relating to Incident and Change
• SharePoint qualifications desirable
• Project Management qualifications desirable