Jonathan Burgess
About Jonathan Burgess
Jonathan Burgess serves as the ITIL Change Process Owner at Verint, where he has worked since 2018. He has extensive experience in change management and IT service management, previously holding various roles at Deloitte and TeleTech.
Work at Verint
Jonathan Burgess has served as the ITIL Change Process Owner at Verint since 2018. In this role, he oversees all Software as a Service (SaaS) changes across the AMER, EMEA, and APAC regions. He ensures that these changes comply with Change Management best practices. Burgess has played a significant role in aligning fractured Change processes for five global teams into a single streamlined process, enhancing operational efficiency without the need for additional resources. He also drives operational improvements through Continual Service Improvement (CSI) initiatives and manages a team of Change Analysts, guiding them in their daily tasks.
Previous Experience at Deloitte
Before joining Verint, Jonathan Burgess worked at Deloitte for several years in various roles. He served as a License Manager from 2014 to 2018, and prior to that, he held positions such as Change Manager and ITSM Tools and Technology Lead. His experience at Deloitte also includes roles as a Problem Manager and Managed Analytics Service Desk Lead. This extensive background in IT service management and change processes has contributed to his expertise in his current role.
Education and Expertise
Jonathan Burgess studied Computing at the University of Ulster, where he achieved a Certificate of Higher Education from 2006 to 2008. He also attended Grosvenor Grammar from 1995 to 2002. His educational background has provided him with a solid foundation in technology and management principles, which he applies in his professional roles, particularly in ITIL and Change Management.
Leadership and Collaboration Skills
In his current position at Verint, Jonathan Burgess facilitates product Change Advisory Board (CAB) meetings, collaborating with team heads to reach consensus on proposed changes. He also works closely with the Chief Information Security Officer (CISO) team to ensure that the Change Process adheres to Payment Card Industry (PCI) and Service Organization Control (SOC) regulations. His ability to lead teams and foster collaboration is evident in his management of Change Analysts and his focus on compliance and operational excellence.