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Summer 2022 - Change and Release Analyst Intern

Company not shown
Canada  Montreal, Canada
Internship, Finance/Accounting, English, French

Job Description:

4-month internship starting in May 2022
Work environment :
GBSU/RPM is the global department in charge of steering IT Risks & Production Management for GBIS ("Global Banking and Investor Solutions").
The key missions of the Change team within RPM are to:
* Ensure all application and infrastructure changes comply with ITIL-based Change and Release Management policies.
* Communicate to all stakeholders about planned and unplanned changes,
* Coordinate major production operations including infrastructure weekends and disaster recovery tests, maintaining an efficient interface between infrastructure and business-facing teams within the IT department.
* Identify and resolve conflicts between planned operations.
* Monitor and improve performance against Key Risk and Performance Indicators (KRIs and KPIs).
* Manage transformation and automation projects within the IT Service Management tools.
Day-to-Day Responsibilities:
Support the day-to-day execution of ITIL-based Service Management processes (including but not limited to Change and Release Management), for example:
* Review changes
* Prepare agenda, host and send minutes for review and communication meetings
* Produce reports and dashboards
* Prepare and produce presentations, documentation, written communications and announcements
* Analyse and propose solutions to problems or conflicts
* Assist change owners and team leaders with requests and questions about the process or tools
* Keep internal and user-facing documentation updated
* Propose and execute process improvements and automations to increase efficiency and reduce failures in day-to-day operations.
* Assist in the coordination of strategic project deliveries to improve Service Management processes and tools, for example: participate in defining, documenting and prioritising enhancement requests, gather input and feedback from stakeholders, perform user acceptance tests, run demonstration or training sessions and categorise, report and follow up on defects and requests.
* Support the coordination of weekend operations (rota basis), for example: Host kickoff and progress calls, Collect status from participating teams and send regular updates, Log, dispatch and track incidents to completion, Follow up on incomplete changes or tests....
* Monitor, follow up on and reduce non-compliance with policy KRIs, for example: Communicate to and assist non-compliant teams and individuals, analyse reasons for non-compliance (pain points in the process or tools, lack of knowledge) and propose solutions.
* Manage impromptu user requests with a certain autonomy.
* Provide holiday coverage (rota basis)
* Provide proactive progress updates to the manager.
* Respond to requests from auditors for reports and evidence related to Change and Release Management

Candidate Requirements:

Education and Skills:
You are currently enrolled in a Bachelor degree in Computer Science or Equivalent
* Excellent interpersonal and rapport building skills, working across multiple stakeholders, functions (support, infrastructure, development) and time zones
* Confident communicator, both written and oral
* Superior analytical and organizational skills
* Rigorous, detail oriented
* Strong knowledge of MS office (PowerPoint, Excel and Word)
* Ability to work in a time sensitive environment and prioritize urgent tasks
* Must be a self-starter and a quick learner
* Bilingual, English and French
* Task automation skills, for example ability to script using VBA
* ITIL v3 or ITIL4 foundation
* Experience with ServiceNow
* Experience working with large quantities of data
* Experience planning and/or delivering operational or development projects
* Knowledge of Agile / Scrum methodologies

Source: Company website
Posted on: 24 Nov 2021
Type of job: Internship
Industry: Banking / Finance
Job duration: 4 months
Languages: English, French
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