IT Service Transition Analyst

BorgWarner•Auburn Hills, MI

6d•Onsite

About The Position

The IT Service Transition Analyst is responsible for developing, maintaining, and improving service transition plans, from project to operations. This role ensures that sites follow the Operations Readiness Plan and effective post go-live support, in alignment with Operations and Project Management teams. The position also tracks post-implementation reviews and lessons learned execution and documentation.

Requirements

Bachelor’s degree in computer science, Information Systems, Business Administration, or related field
Minimum of 5 years’ experience in service transition and service delivery
ITIL certification (Foundation minimum; Intermediate or Specialist in Service Transition preferred)
At least 3 years in IT leadership role, preferably in a global multi-site environment
Excellent communication, presentation, and interpersonal skills
Ability to work effectively with different levels of senior management and stakeholders
Strong skills in developing and implementing service excellence strategies
Strong analytical and decision-making skills
Ability to manage multiple projects and tasks simultaneously and prioritize effectively
Ability to work independently and as part of a team
Willingness to travel as needed

Responsibilities

Drive the IT service operational processes, compliance and continuous improvement to improve productivity, service quality and customer satisfaction.
Get the training and apply the ITIL and IT service management in all Service Excellence initiatives to deploy services to the organization.
Support the IT Service Excellence Organization to strengthen the partnership with the Business Unit by understanding operational needs and ensuring IT services are aligned to current and future business priorities.
Work with the Service Excellence leadership to prioritize the Business Unit requirements in the ITSM and Service Excellence initiatives.
Utilize the service governance and issue resolution processes, to drive service quality, performance, and accountability for the Business Units.
Communicate service transition timelines, risks, impacts, and readiness status to Business Unit stakeholders.
Develop and maintain the Service Transition framework, policies, and procedures aligned with ITIL and organizational standards.
Plan and coordinate all activities required to transition new or changes in the existing services into production.
Define and enforce entry and exit criteria for service transition phases.
Conduct risk assessments for new or changed services and manage mitigation plans.
Ensure accurate and complete documentation (service models, support guides, operational procedures) is delivered before go-live.
Facilitate knowledge transfer to support teams and end-users.
Validate that support teams have the required technical training, process documentation, and access prior to service deployment.