What are the responsibilities and job description for the Configuration and Change Management Analyst position at Zoot Enterprises, Inc.?
Overview
The Configuration and Change Management Analyst is responsible for developing, implementing, maintaining and auditing the configuration management and change management processes. This role reports on changes to the system, maintains system configurations and ensures IT assets, configurations and systems are documented, tracked and controlled throughout their lifecycle to maintain systems integrity, reduce risk, and support the operations of the company. Additionally, the Configuration and Change Management Analyst ensures all changes to systems utilize standardized methods and procedures so that systems and software are deployed in a consistent, reliable, and efficient manner. The Configuration and Change Analyst position is ever changing and requires flexibility, self-initiative, and regular management of changing priorities.
The IT Operations team is part of the Production Operations group and is responsible for the day-to-day configuration, maintenance, operation and support of Zoot’s infrastructure and software. The team develops and uses tools for automation of operational tasks and analyzes systems utilization and performance metrics to ensure optimal operation of Zoot’s systems and environments.
The Production Operations group is responsible for managing the configuration and day-to-day running of the software infrastructure, monitoring live applications, identifying and resolving issues that arise in the production environment, providing technical support to end-users, and ensuring the smooth operation of the software product by quickly addressing incidents and minimizing downtime; essentially acting as the first point of contact for any problems users experience once deployed to production. This group performs tasks like configuration, deployment, monitoring, maintenance, incident response, system performance optimization, and user support.
For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. Zoot provides a cloud based, secure processing environment. We offer tailored data driven decisioning technology solutions that empower our clients to streamline processes, increase flexibility and efficiency, accelerate growth, while accessing hundreds of cutting edge data sources to help reduce risk.
Essential Job Functions
- Assist with the development, implementation, and management change processes related to hardware and software, including core tools and services, system software, and client platforms.
- Ensure changes are implemented with minimal disruption to operations, maintain system integrity and security and align with ITIL and Zoot policies, procedures, strategic objectives, goals and tenets.
- Assist with the development, implementation, and management of configuration management policies and procedures in alignment with ITIL and Zoot policies, procedures, strategic objectives, goals and tenets.
- Prepare and maintain configuration documentation and diagrams, configuration artifacts, and configuration management database.
- Manage and maintain all configuration artifact configuration values within Zoot systems and software with accuracy and completeness.
- Ensure the organization complies with identification standards for artifacts, environments, processes, life cycles, documentation, versions, formats, baselines, releases and templates.
- Provision and configure systems according to deployment models, capacity models and business needs across multiple region types and environments.
- Conduct assessments regarding hardware and software configuration and assist in system analysis and feedback to the capacity model and deployment model. Participate, as needed, in design, development, and testing/validation activities.
- Identify, recommend, and participate in process improvements to build, change, release and configuration processes, including opportunities to automate or streamline processes for efficiency and effectiveness.
- Provide technical support for implementation and configuration of an environment and all configuration artifacts.
- Analyze and troubleshoot configuration issues to develop appropriate resolutions and action items in a timely manner.
- Track and report on all changes to the system, including coordination of the Change Advisory Board (CAB) meetings to review, approve and report changes to the system and core software, review, audit and reporting of client platform installs, and changes initiated from Incident Management or Service Operations.
- Ensure all changes are prioritized, authorized, planned, tested, implemented, documented and reviewed.
- Know and comply with Zoot’s Policies and Procedures, Code of Business Conduct, and Employee Agreement.
- Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external customers.
- Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervisor.
Core Competencies Required
Job Specific:
- Analytical Skills - Uses a logical reasoning process to break down and work through situations or problems; able to identify and define problems, collect and analyze information, problem solve, and make decisions; extract key information from data and develop workable solutions for the problems identified.
- Courage - Willing to speak up with truth and facts, even if the information is viewed as unpopular; looks to make the right decisions, not just the easy decision.
- Business Acumen - Understands how Zoot generates revenue and what drives expenses; knowledgeable in current policies, practices, trends, technology, and other information that affects Zoot as a business; understands or anticipates how changes could impact the business; ability to understand and cope with different business situations (e.g. financial, marketing, sales, operations, personnel).
- Creativity and Innovation - Able to come up with unusual or clever ideas to solve a given problem or situation; develops creative ways to solve a problem and implements unusual and unprecedented solutions, processes, methods, systems, products, or services.
- Detail Oriented - Able to achieve thoroughness and accuracy when accomplishing a task, while showing concern for all areas involved; follows policies and procedures to accomplish the task.
- Process Oriented - Able to determine the processes necessary to accomplish tasks; utilizes existing processes effectively; knows how to organize or combine tasks that align with processes to make workflow efficient; looks to improve existing processes when appropriate.
- Quality Focused - Approaches tasks with attention to detail and a desire to get it right; reviews planning or requirements documents to ensure a thorough understanding of the deliverable; asks questions if uncertain; seeks feedback from others and isn't defensive in receiving it.
- Technical Learning – Able to learn new knowledge and skills that apply to one's job duties; willing and able to learn on the fly; learns quickly when facing new problems; versatile and open to change; tries different solutions to try and find the right one; able to approach situations where learning needs to occur in order to successfully complete the task, but is able to quickly learn what's needed to accomplish it.
Companywide:
- Accountability - Takes responsibility for tasks and projects as assigned; holds self and others accountable for high quality, timely, and cost-effective results; accepts responsibility for mistakes.
- Action Oriented, Initiative – Works hard every day, self-motivated; energized by both tasks expected of the role and new or challenging projects; willing to act even with minimal planning, however, doesn't act carelessly and takes responsibility for actions, whether end result is positive or negative; moves on to the next task or project without being asked or seeks out additional ways to help.
- Communication (General) – Effective with the form(s) of communication that are applicable to a given role (oral, presentation, written); able to be detailed enough to show that the right work was done, yet succinct enough to effectively communicate data, opinions, or findings.
- Critical Thinking - Uses logical, strategic, analytical, reasoning to identify the strengths and weaknesses of a given situation and possible solutions, conclusions or approaches to problems; able to think outside the box to generate possible solutions.
- Customer Focused, Service Oriented - Actively works to meet the expectations, requirements, or needs of internal and external customers; understands who their customer is; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Development Focused - Knows or is able to recognize personal strengths and weaknesses, opportunities, and limits; learns from mistakes; receptive to sharing one's own shortcomings with others; is comfortable with balanced performance reviews (both positives and areas to improve) and honest professional development and career discussions.
- Integrity and Trust – Widely trusted across the organization; seen as a direct, truthful individual; maintains confidentiality as required; admits mistakes; doesn't misrepresent themselves or the facts for personal gain.
- Listening - Practices attentive and active listening; has the patience and ability to hear people out; able to accurately restate the opinions of others to validate understanding, even if there is disagreement.
- Mentoring - Able to effectively share knowledge and insight with others so that they can accomplish tasks, achieve goals, and enhance skills.
- Organization and Time Management - Able to manage multiple projects or tasks and adapt to changing priorities; effective and efficient with own time; able to bring resources (e.g. people, materials, processes, budget) together to get things done and uses them effectively; shows up on time and respects the time of others.
- Problem Solving – Willing to solve difficult problems with effective solutions; examines all angles and sources before developing a solution; looks beyond easy solutions and doesn't stop at the first answer; able to uncover or anticipate hidden problems; provides honest analysis, even if the answer isn't what people want to hear.
- Professionalism - Easy to approach and talk to; able to put others at ease, either naturally or due to self-awareness to adjust; warm, pleasant, and gracious; sensitive to and patient with the personalities of others; builds rapport by making people feel comfortable; works well with others; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; able to be candid with peers; solves problems in a way that minimizes negative impacts to others.
- Technical Aptitude - Has the functional and technical knowledge and skills to perform a job's duties at a high level of accomplishment.
- Working with Existing Tools - Able to leverage current tools, services, process, and procedures to accomplish tasks; seeks additional understanding of existing processes and procedures; finds ways to improve upon existing options before proposing or exploring new options.
Education, Training, and Experience Requirements
This position requires:
- High School Diploma
- Bachelor Degree Computer Science or related field preferred
- Experience 3 years of high performance industry or related experience. Previous experience with Linux and scripting languages preferred. Or, an equivalent combination of education and experience.
Physical Requirements
- All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors.
- This position specifically requires long periods of sitting at a computer workstation.
Working Conditions
- In order to optimize team performance, the work space for this position is typically a cubicle setting in an open space environment.
Work Hours and Location
- It is expected that exempt employees, and specifically this position, regularly and consistently report to work on-site, at Zoot headquarters, during normal business hours.
- This position will require travel 10% of the time.
- Occasional nighttime and weekend work is required within the position.
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