Change Manager

Job Summary

A Change Manager in IT Service Management (ITSM) plays a crucial role in ensuring the successful planning, execution, and control of changes to IT systems and services. This role is a strategic leader who possess a strong background in IT service management (ITSM) and change management. This requires problem-solving skills gained from experience and applying expertise to improve current ITSM and change management processes through strategic design. This role enforces standardized processes for requesting, evaluating, and implementing changes, and then ensures that changes are thoroughly evaluated, tested, and fully assessed for risk, before approvals are attained and a change is implemented. The rigor of this position reduces the likelihood of change failures that could disrupt services.

Job Responsibilities

Responsibilities include but are not limited to:

• Maintain and improve process effectiveness (quality), process efficiency (cost) and process performance (throughput) through providing knowledge, expertise and training on the use of the Change Management process and tools.
• Enforce application of standardized processes for requesting, evaluating and implementing changes.
• Build confidence and trust through effective communication among stakeholders, including IT teams, business units, and management.
• Review change requests to ensure appropriate rigor, discipline, consistency and predictability is applied across the entire organization with respect to how changes are submitted, reviewed, approved and deployed.
• Validate change requests have been fully vetted and tested to identify potential issues, minimizing impact to users/operation.
• Review the change to ensure compliance with regulatory standards and requirements.
• Assess risks that may disrupt services or compromise security and ensures that changes are thoroughly evaluated, tested, and approved before implementation:
• Ensure changes are prioritized, scheduled and coordinated to minimize service disruptions during critical business hours, which in turn improves service availability and reliability.
• Challenge, educate and push back on proposed change deployments that do not meet requirements to ensure that the change review is robust and that the risk and impact to the services is understood and acceptable.
• Conduct Post Implementation Reviews on closed changes to assess quality.
• Gather, track and publish Process Metrics, Key Performance Indicators (KPIs) and Insights.
• Analyzes the outcomes of changes to identify areas for improvement.
• Maintain detailed records of all changes, providing an audit trail of decision made and actions taken.

Job Specific Qualifications

Required Qualifications:

• Bachelor’s Degree in Business, Information Technology, Information Systems, Computer Science, or related field; in addition six (6) years of change management experience; (6) years of change management experience;
• Ability to think analytically and find innovative ways to improve existing processes.

Excellent communication skills; able to effectively collaborate with stakeholders across the organization. Exceptional knowledge of ITIL best practices

• Able to lead, influence and mentor others without direct authority.
• Ability to prioritize work assignments, setting priorities, in order to successfully complete projects and analyses while responding to timely change requests on time.
• Experience working in a highly technical environment, with the ability to drive discussion with technical and non-technical teams.
• Ability to assert and hold one is ground in the matters of policy enforcement and compliance.
• Excellent written and verbal communication skills, with the ability to effectively communicate up and down the various levels of the organization and a willingness to speak up about issues with senior management.
• Strong problem-solving skills with the ability to identify issues and bring them to a resolution.
• Ability to effectively multi-task and switch between different mandates of the role.
• Ability to develop trust and respect with senior leadership.
• Willingness and ability to adapt to change.

Desired:

• ITIL3/4 Certification required; ITL Strategist

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.