An excellent opportunity has arisen within the Sunquest Service Transition Team, to work with the Head of Service Transition, as a Transition Analyst.
Assisting with the management of our Customer onboarding process for our new Customers, using our flagship WinPath and ICE Solution, from our Delivery Teams.
In addition, you will manage our Maintenance Programmes and lead our Change Advisory Board, assisting in the governance of our Asset Register, undertaking responsibility and governance for changes, on all customer configurations.
A highly collaborative role working with stakeholders across the business and clientele, that ensures our Customers receive a high level of service and engagement, with minimal disruption to Services.
To assist and oversee Service Transition activities related to the transition of projects from Delivery to Support, ensuring a seamless transition and service levels are delivered.
To assist and manage the onboarding of new products into Support, working with stakeholders to ensure training and documentation are delivered as required.
Management of the Change Advisory Board (CAB) within Clinisys, to ensure that the correct controls for changes to customer environments are met and processes are being adhered to.
To assist in the management of the delivery of the Maintenance Upgrade Programmes, incorporating Service based projects (non customer funded work) within the UK in line with the detailed Service requirements to satisfy the customer and business needs.
Management of the Preventative Maintenance Programme, incorporating work within the customer field in line with the requirements as set out in the service contracts.
To be responsible for managing the life-cycle of all Requests For Change (RFC) including their execution.
To be responsible for the integrity of all data held within the Configuration Management Database (CMDB).
Support the continued accreditation of CliniSys Service Management to the ISO20000 standard and the ongoing development of all surrounding processes and documentation.
To be responsible for Service Transition based communication platforms including all data held for internal and external customers.
An example of this would be the CMDB or the Service Transition activities as part of on-boarding a new service.
To feed into the continual service improvement planning / overall programme and where required conduct activity as agreed in the Departmental Improvement Programme.
Assist with the onboarding and management of new products into Service, working with stakeholders to ensure training and documentation is delivered, as required to Service, so they are ready to provide best in class support.
Support all Service Transition activities, developing quality processes for all Service activity ensuring a qualitative approach, to satisfy both the customer and business requirements.
Assist in the creation, development and management of Change, Release and Service Assets, Configuration Management processes, documentation / data and Design and Transition of New or Changed Services process.
Assist the process owner in the following processes / procedures : Design and Transition of New or Changed ServicesChange Management ProcessRelease Management ProcessConfiguration ManagementService IntroductionAnnual ASM Renewal ProcessService ReportingService Level ManagementService Introduction
Knowledge, skills, abilities :
Strong motivational skills can deliver the tasks in difficult circumstances
Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels
High levels of commitment and ability to take action when necessary
Ability and willingness to work independently
High level of customer service skills
Excellent decision making / problem solving skills
Strong planning and organisational skills
Adaptability / flexible to changing demands
Ability to implement and manage change
Understanding process lifecycle including version control, version history, peer circulation and touch point agreements)
An understanding of project management principles specifically application of project management control principles including risk / issue management, planning, configuration management, etc.
Ability to create and deliver executive-level summary reports and presentations
401(k) + employer match, Employee stock purchase, Financial resource guidance and tools, Medical, dental and vision insurance, Life insurance, Paid time off & paid holidays, Casual work environment, Tuition reimbursement, Employee assistance program, Parental leave policies