IT Change Manager - Hybrid
The change manager is responsible for defining and supporting the overall process involved in ITIL change enablement. The Change Manager ensures changes to IT systems and infrastructure are implemented in a controlled and authorized manner which aligns with business objectives.
Essential Duties & Responsibilities:
Documents and maintains the Change Management process and procedures.
Facilitates cross-departmental collaboration necessary for change management.
Reports on the performance of the process to Change Advisory Board (CAB).
Leads the change management activities and operations within the documented process.
Evaluates the change impact and organizational readiness to limit potential risk.
Evaluates the risk of change and provides actionable guidelines on reducing the impact.
Coordinates with the CAB for changes presenting higher risk.
Conducts post-implementation reviews to assess the decisions and performance related to the change request.
Prepares reports on the change process and measurements against Key Performance Indicators (KPIs).
Tracks compliance to policies and procedures and resolves or escalates any compliance issues.
Evaluates resistance in adopting the change at the user, process, and technology level.
Conducts training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate userbase.
Interfaces with other processes and/or business functions to ensure they comply with the Change Management process.
Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures, and work instructions.
Provides all requirements, use cases, and user stories to support enhancements to the Change Management system functionality.
Experience & Education:
Bachelor’s degree in general studies, Computer Science, Business Management, Process Improvement, or similar field of study, or equivalent years of experience.
Information Technology Infrastructure Library (ITIL) 3 or 4 Certification is a plus.
3-5 years of experience in Incident Management, Problem Management, Change Management, or Release Management in an IT operations, managed services, or service delivery environment.
Experience with Freshservice or other ITSM tool.
Experience with implementing and Managing ITSM or ITIL processes.
Skills & Abilities Required:
Excellent communication skills listening, verbal and written, including meeting management and facilitation.
Excellent customer service skills servicing and interfacing with individuals across IT (customers) in dissimilar roles.
Excellent organization skills with experience in managing multiple assignments/priorities successfully, being meticulous, delivering high quality.
Ability to establish and maintain strong relationships.
Ability to influence others and move toward a common vision or goal.
Flexible and adaptable; able to work in ambiguous situations.