The Transition Management Group is a data-driven group responsible for gathering information to be leveraged while taking an application through development and into production. As a member of the Transition Management Group, you will work as a liaison between the development team and business owners. You would also be responsible for gathering knowledge and data and using that information to construct operations manuals will be used to ensure the business is leveraging the appropriate support flows. Due to the Transition Management Group´s familiarity with a given product, members of the group are often asked to provide support for an application even after it goes live. The Transition Specialist role is in the Production Management pillar.
Essential functions of the job Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production. This includes operational readiness, support documentation and acceptance checklists. Responsible for transition management of solutions as established by Transition Management. Ensure service transition is planned and executed to schedule, budget and scope. Build transition plans including infrastructure/application support models, change management, learning and communication deliverables. Coordinate the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the "business as usual" environment. Be responsible for installation activities, providing effective team leadership, including information flow to and from operations during project work. Analyze, develop, document and implement changes based on requests for change. Analytical/Decision making responsibilities Perform analysis of metrics, data, and key performance indicators (KPI) for the purpose of continuous improvement on the quality of support and ultimately reduction in the number of support calls. Drive prioritization and time management of their own efforts to support/resolve assigned activities and communicate results and findings to end users and management as necessary. Manage projects within the team (e.g. continuous improvement) that require the ability to create and execute against timelines related to project deliverables; assign tasks and follow up on their completion and manage sponsor/customer expectations of the outcome of the deliverable. Apply process and technology knowledge to analyze and problem-solve situations with varying degrees of complexity. Strong communication skills – both written and oral – and professional demeanor in dealing with both internal and external users. Knowledge and Skills Requirements Experience of transitioning IT projects with personal accountability for delivering to time and cost for smaller projects typically up to $100k in value and 3 months in duration Excellent interpersonal, communication, and organizational skills Very good understanding of the customer strategy, services and business processes Knowledge of service transition methodology, tools and template IT background with experience across the systems development life cycle with experience in different project phases Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing.
