Analysis Skills, Change Management, Change Requests/Orders, Communication Skills, Community Support, Customer Support/Service, Establish Priorities, Hewlett-Packard Product Family, High School Diploma, ITIL (IT Infrastructure Library), Incident Management, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Interpersonal Skills, Metrics, Presentation/Verbal Skills, Production Systems, Project Planning, Risk, Risk Analysis, Sarbanes-Oxley Act (SOX), Systems Administration/Management, Team Player, Writing Skills
Administrator, IT Change Management
Responsible for providing a disciplined process for introducing required changes into the IT environment with minimal disruption to ongoing operations. Achieve the change management process goals by meeting defined objectives.
Duties & Responsibilities (Essential Job Functions)
- Ensures that all change requests follow the Change Management documentation and approval process.
- Ensures that change requests are properly recorded and that all necessary documents are available & submitted within the service desk tool.
- Validate impact analyses as well as risk assessments; evaluates and confirms associated risk for all low, medium, high and emergency change requests.
- Conducts analysis and prioritization of change requests by category (emergency, high, medium and low).
- Schedules changes (subject to approval by the CAB when required) and provides change notification to the initiator of the change as well as other affected parties.
- Monitors the successful completion of all change requests including change requests originated within the Infrastructure factory project process.
- Required to monitor changes made to the production environment post implementation to ensure that a change has been successfully implemented and meets the needs of the business requirements.
- Required to coordinate with Service Desk Management team in the event of a failed change implementation in order to coordinate a recovery effort.
- Identify potential risks and anticipated points of resistance, and develop specific plans to mitigate or address the concerns.
- Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
- Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.
- Work with project teams to integrate change management activities into the overall project plan.
- Provide monthly Change Metrics to ITLT and generation of daily, weekly and monthly reports. Experience with Crystal Reporting.
Qualifications
Education
- High School Diploma or GED required.
- BS or BA Degree preferred.
- ITIL Foundations certification (v2 or v3) is preferred.
Experience
- Five (5) years of experience in Change Management processes, policies, and procedures.
- Prior experience with HP Service Manager or HP Service Desk.
Knowledge/Skills/Abilities
- Expert knowledge in Problem and Incident Management processes.
- Understanding of SOX auditing methodology.
- Ability to work effectively and in a collaborative manner in a dynamic, team oriented environment and interact with a variety of associates (all levels), external customers and vendor community in supportive and positive manner.
- Strong verbal and written communication skills; solid relationship building skills for interpersonal communication with internal and external customers and vendors.
- Motivated self-starter who continually challenges the status quo.