The Engagement Analyst will have the following main duties and responsibilities:

• Working with the Global Project Management Team to identify all projects transitioning to Operational Support (Service Desk), to ensure end product is able to be fully supported post go live.
• Working with Service Desk Managers to ensure teams receive and understand support documentation and receive training where required.
• Providing and publishing close out support documentation for projects / changes and small enhancements.
• Gathering and providing support documentation. This includes knowledge documentation, Troubleshooting Guide, process, procedures, How To, Functional and Hierarchical escalation process, contact numbers of third-party vendors etc.  Also, details of L2 and L3 support and Resolver Assignment groups. 
• Carrying out reporting on the impact of product on Support Teams – daily / weekly / monthly reporting to gauge impact.
• Forecasting on potential impact to support teams for day 1 and future support, as a result of requirements gathering from Project Management Team. Identifying whether product fits into Critical Applications listing and address enhanced support requirements through documentation and process.  Ensuring critical service dependencies on IT components are recorded.
• Attending Change Advisory Board (CAB) to ensure product has been released through Change Control and all Change requirements have been addressed prior to final approval and also identify changes which may impact Service Desk i.e. where they might need training or support knowledge articles.
• Ensuring roles and support tools are in place to allow Support Teams to support operations.
• Ensuring training has been provided by Project Team to Support Teams prior to go live of product.
• Ensuring agreed support KPIs have been provided by Project Management Team.
• Reviewing non-standard Service Requests to identify whether these requests may impact Service Desk i.e. where they might need training or support knowledge articles.

Experience / Qualifications:

• ITIL Foundation certification would be preferred.
• Previous experience in a similar IT Change / Engagement Analyst type role is essential.
• Previous exposure to the Change Advisory Board (CAB) and project lifecycle would be preferred.
• Previous experience with using Service Desk support tools (Tivoli, Remedy, ServiceNow or similar) is essential.
• Experience working with Office365, Outlook, Skype / Teams, PowerPoint, Word, Excel etc is essential.
• IT technical experience would be advantageous.
• Applicants will be expected to be capable of engaging stakeholders for ensuring that the required information is provided.