Service Transition Analyst
£350 - £400 per day
Avis Budget Group doesn’t just rent cars. We’re changing the way people move. Across our world-leading brands - Avis, Budget, Zipcar and Payless - we’re continually harnessing the latest technology to develop integrated products and services that will offer entirely new travel possibilities with more convenience and flexibility than ever before.
The primary purpose of the Service Transition Analyst is to facilitate the handover of projects into the BAU production environment. Ensuring that the Support Services operational support teams have everything they need to be able to provide ongoing support through the capture of operational readiness requirements including Non-Functional Requirements (NFRs).
The Service Transition Analyst ensures that all aspects of operational readiness are considered throughout the project lifecycle through collaboratively working with the project and operational support teams. The following activities will be required (not an exhaustive list) –
Service Transition resource costs estimated and included at project initiation.
Creation of Service Transition Handover Document (STHD) including component support matrix and support model(s).
Creation and ongoing management of Service Operational Acceptance Criteria (SOAC) ensuring operational requirements are captured, completed and evidenced prior to go live.
Creation of Service Readiness and Warranty Slidepacks to facilitate decisions in regards to project go lives and warranty exits.
Ensure that operational ongoing costs (OPEX) are identified and handed over from the project so they are included in future Opex planning.
Service Transition impact assessment and planning for operational readiness, ensuring the integrity of the live environment is protected and that new/changed services can be supported by IT through identification and completion of readiness requirements.
Ensure detailed planning, engagement and agreement with Programmes and Projects takes place, liaising with Technical Leads, Developers, BA’s, PM’s,and Support Services stakeholders to ensure support issues are progressed effectively and to the satisfaction of the business.
Deliver Service Readiness documentation as per the Service Transition process that will be reviewed and approved by key stakeholders.
Ensure relevant Service Operational Acceptance Criteria (SOAC workshops are planned, run and outputs recorded accurately.
Assessment of test results, identifying defects or missing capability that could drive manual workarounds, SLA failure or resource impacts into the Support Services team(s).
Ensure that Knowledge Transfer and Training is completed in a timely, consistent and qualitative manner in accordance to what the support team(s) require.
Ensure a suitable Early Life Support (ELS)/Warranty framework is put in place to ensure the accountability of the end to end project delivery remains with the project until Warranty has been exited via approval from the relevant support team(s).
Manage Service Operational Acceptance Criteria (SOAC) to conclusion, items that are being delivered outside of the SOAC require documented agreement from the relevant stakeholders.
Build effective relationships with identified business and IT stakeholders.
Process Documentation – create/update/maintain as and when required.
Drive the improvement of processes and procedures in line with ITIL best practice.