Change Enablement Practitioner

The implementation and maturing of a robust and consistently applied Change Enablement process underpins the IT support service provided to the staff, students, and associates of the university. The primary responsibility of this role is to support the Change Enablement Practice Manager in ensuring that standardised methods and procedures, based on the ITIL best practice framework, are used for the efficient and prompt handling of all changes to minimise the impact of change upon service quality, and consequently identifies opportunities to improve the day-to-day operations of the organisation. There is also an expectation that the role holder will develop the confidence and capability to deputise for the Change Enablement Practice Manager when required. This will include reviewing changes and chairing the Change Advisory Board (CAB).

In the role, the post holder will have contact with various King's College London managers, colleagues and external suppliers via face to face and digital means (including online meetings, telephone and email). It is vital that the post holder has excellent communication and customer services skills, along with the ability to work calmly and follow process under pressure. As a high-profile role within the Service Management team, the post holder will also need to routinely demonstrate a sound knowledge of the principles of service management, especially those detailed within the ITIL framework.

Whilst the role will be primarily focused on providing Change Enablement support, there will also be a requirement to provide process support to other parts of the Service Management team in the day-to-day operation of the ITIL-based processes adopted by KCL. As such, the role will play a key part in supporting the delivery of high-quality business and administrative support, help analyse service performance and improve IT processes. Some travel may be required for meetings and training, predominantly between Quintrell Downs and university campuses in London.

Accountabilities:

• Support the daily operation of the Change Enablement process across KCL and providing advice and guidance on matters involving Change Enablement and other related aspects of ITIL.
• To deputise for the Change Enablement Practice Manager in the day-to-day running of the Change Enablement process, to include reviewing changes and chairing the Change Advisory Board (CAB).
• Create and maintain Service Management Process documentation, including process mapping diagrams and procedures.
• Analyse Service Management data (mainly in relation to incident and change) to identifying trends and areas of improvement that minimise the adverse impact of changes.
• Monitor and follow up on actions assigned to other teams in relation to the Change Enablement process.
• Produce regular and special reports on the aspects of Change Enablement relevant to the role.
• Ensuring that change work that will affect the availability of service/s is communicated to the relevant end users in a timely manner, following the standardised methods, style, and quality of Major Incident communications.
• Perform testing of changes to the Service Management tool.
• Take an active role in the Daily and Weekly Service Reviews as required.
• Liaison with external suppliers, KCL departments and colleagues.
• General administrative duties as required by management.

Key Skills & Experience Required:

• Demonstrable experience in office/business administration (E).
• Demonstrable ability in carrying out business processes and service management methods and techniques (E).
• Strong interpersonal, communication, customer service and writing skills, interacts appropriately with Managers at various levels (E).
• Ability to remain calm and operate efficiently under pressure (E).
• Desire to learn and develop new skills (E).
• Numerical and analytical ability with relevant experience of evaluating and accurately analysing service data and interpret results (E).
• Methodical approach to problem solving and attention to detail (E).
• Ability to learn new technical concepts and translate and communicate to a broad audience with varying degrees of technical expertise (D).
• Proficient documentation skills; able to fully document processes, procedures, and data flows effectively (E).
• Confident and professional approach to challenging and supporting staff at all levels (E).
• Effective time management skills; ability to work on multiple tasks simultaneously, prioritising tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E).
• Able to undertake work in a highly confidential manner (E).
• Strong IT skills (D).
• Previous experience working in an IT environment (D).
• Previous experience working in Service Management (E).
• Familiarity with process modelling software, such as Microsoft Visio or Bizagi (D).
• ITIL 4 Foundation certification (E).
• ITIL 4 Practitioner: Change Enablement certification (E) (or prepared to achieve within a year) OR alternatively ITIL 4 Specialist: Plan, Implement and Control certification (E).
• Prepared to develop ITIL skills further as required (E).
• A full Drivers Licence (E).

Employee Benefits:

• Hybrid Working - Minimum of 5 days per month in the office
• 10% Performance related bonus
• 30 Days holiday and maximum of 8 public holidays (pro-rata)
• Sick pay
• 4 Discretionary Christmas Closure Days
• Contributory pension scheme
• Life Assurance cover
• Service time - 3 Volunteer days per year
• Free onsite parking & Bike racks
• Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
• Student Discount (access to Totum, Unidays & Student Beans)
• CycleScheme
• TechScheme
• Opportunities for formal training and professional certification
• Free access to Linkedin Learning
• Free access to Future Learn short courses
• Potential for internal promotion and advancement

Equality, diversity & inclusion:

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. This is in line with King's College London (KCL).