Philip Robinson

Background

About Philip Robinson

I currently work as a Service Analyst specialising in Change Management. My main responsibilities include: 1. Arrange and Chair CAB and Emergency CAB meetings giving the final approval after discussion with CAB Members. Reviewing and approving/rejecting changes to the ICT Landscape and Applications using ServiceNow. Ensuring changes adhere to the Change Management policy and do not represent an unnecessary risk to business activities. Review closure information of all changes. Produce Monthly Board Review Packs on the Change Management performance. Work closely with other ICT teams to provide support and training on the change process. Continuous Service Improvement on the Change Process and ServiceNow. Conduct end to end testing of the Change module in Service for major updates and changes. In my previous role I was Application Specialist providing Business Analysis, incident, problem, change, asset and situation management for a Business Critical Application using Genesys telecommunications technology for the companies global customer service centres. I supported the application and related infrastructure in 4 'Supercentres' which provided Customer Services to 27 countries in Europe, Asia, Middle East and Americas along with 5 further in country centres. Key Skills Facilitating – Interacts between business and support team members to ensure the smooth resolution/completion of issues, projects and changes to meet business requirements. Communicating – Interacts with Business and IT Stakeholders in a global role at all levels with updates on ongoing issues and projects. Business Focus – Mindful of the impact IT can have on the business and works to schedule any maintenance and change activities at appropriate time. Vendor Management – Works closely with Vendors driving them to resolve business impacting issues within SLAs. Customer Service – Puts the end users and Companies bottom line at the forefront of actions and decisions.