IT Service Transition Senior Analyst

Overview

The Senior Service Transition Analyst is responsible for supporting and coordinating the transition of new or modified IT services into the production environment in accordance with ITIL best practices. This role ensures that all transition activities - including planning, readiness assessment, documentation, and operational handovers are executed effectively to minimize business disruption and ensure service quality.

The Senior Analyst will work closely with the Service Transition Manager, Project Management, Service Operations, Service Owners, and Change Management teams to ensure successful delivery of IT projects and services that are operationally ready, secure, and compliant with organizational policies.

Job Responsibilities

• Coordinate end-to-end service transition activities for new or changed IT services.
• Ensure all transition plans, service acceptance criteria, and documentation are completed prior to go-live.
• Support the development and maintenance of transition checklists, templates, and readiness assessment reports.
• Ensure transitions are aligned with ITIL best practices and internal governance standards.
• Coordinate the Service Onboarding activities with Project Managers, Service Owners, 2nd Level Support Teams, and Change Managers to ensure services are ready for production and business-as-usual (BAU) operation.
• Support the Service Transition Manager in conducting service readiness reviews.
• Validate that operational support models, escalation paths, and service documentation are in place before deployment.
• Ensure proper handover of new or changed services to Service Operations (BAU).
• Maintain records of operational acceptance, signoffs, and lessons learned.
• Assist in the preparation and execution of Change Advisory Board (CAB) meetings by coordinating documentation to ensure all change-related documentation is complete and accurate.
• Monitor change requests and ensure deployment readiness according to approved release plans.
• Support the implementation of normal and emergency (E-CAB) change processes as required.
• Work closely with Project Managers, Service Owners, Developers, and Support Teams to align transition schedules and deliverables.
• Facilitate communication between project and operations teams to ensure smooth service introduction.
• Track and escalate risks or issues that may impact transition success.
• Contribute to post-implementation reviews and lessons-learned exercises.
• Identify areas for process improvement within the Service Transition lifecycle.
• Stay up to date with ITIL, Agile, and DevOps practices to recommend enhancements in transition methodology.
• Maintain accurate documentation of transition activities, approvals, and risk assessments.
• Support reporting on key performance indicators (KPIs), such as transition success rate, post-implementation issues, and change compliance.
• Ensure all service transition activities comply with internal IT governance and security policies.

Qualifications

Job Status

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

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