Job Description

Position Summary:

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.

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Application Instructions

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