Job Description Overview: We are seeking a Service Operations Analyst in Experian health, responsible for supporting IT Service Management functions including Change, Incident and Problem Management processes. The ideal candidate will have strong knowledge of ITSM practices, exceptional coordination skills, and the ability to navigate across multiple teams including Infrastructure and application development. Responsibilities: Release Planning / Coordination: Collaborate with cross-functional teams to plan and coordinate software releases and changes, consisting of both legacy and cloud-based solutions. Serve as the focal point for Change communication, coordination and facilitation of internal CAB sessions for Health. Documentation: Create and maintain comprehensive documentation including the maintenance of the Change calendar and post testing documentation. Ensure documentation is accurate and accessible to all relevant stakeholders. Quality Assurance: Review Changes to ensure documentation is in place including backout plans and QA testing. Deployment Oversight: Oversee the deployment process, ensuring that releases are executed according to the release plan. Monitor deployment activities and address issues promptly. Post-Release Evaluation: Engage with Scrum Masters and Product teams to conduct post-release evaluations to gather feedback and insights. Use findings to improve release processes and enhance future deployments. Continuous Improvement: Implement best practices for Change and Release Management including integration functions. Identify opportunities for process improvements and automation to enhance efficiency. Risk Management: Identify potential risks and issues related to change and releases and develop mitigation strategies. Proactively address challenges to minimize impact on release schedules including conflict resolution. Operational Support: Actively participate in supporting emergency changes along with Incident and Problem Management functions including data quality and analysis. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree is a plus. 5+ years proven experience as a Change / Release Manager in an enterprise setting with a mix of legacy and cloud solutions. Solid understanding of Change and Release Management principles, tools, and methodologies. Excellent coordination and communication skills, with the ability to work effectively with diverse teams. Experience with deployment tools and version control systems. Strong problem-solving skills and the ability to make informed decisions under pressure. Familiarity with ITIL practices is a plus. Knowledge of security and compliance standards related to software releases. Detail-oriented with a focus on accuracy and documentation. Ability to adapt to evolving technologies and methodologies in the software development and release management landscape. Additional Information This is a permanent home-based role in Costa Rica. No relocation available. Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
