Job Summary:
Change Control -The Change Control role within Customer Service
Management team is a critical and strategic function responsible for
managing and governing the lifecycle of software solution delivery
across the organization. This role ensures that all change requests,
enhancements, and large-scale transformation initiatives are handled
in a structured, controlled, and efficient manner. The role operates at
the intersection of business and technology, ensuring alignment
between organizational objectives and technical execution. Change
Control is not limited to operational execution but also involves
portfolio leadership, governance, stakeholder alignment, and
continuous improvement of delivery processes. The role requires a
balance of leadership capability, technical knowledge, and strong
interpersonal skills to ensure that software solutions are delivered
with high quality and minimal disruption to services.
Responsibilities:
- Leadership in software solution delivery lifecycle is a core
responsibility of this role, covering activities from change
requests to large-scale projects. This includes conducting
discovery sessions to understand the diversity of business
needs and translating those needs into actionable
requirements. The role ensures that requirements are clearly
defined, documented, and aligned with both business
objectives and technical feasibility.
- Solution design is a crucial phase where the role contributes
to defining architecture, identifying dependencies, and
ensuring scalability and sustainability of solutions. The process
continues through development and testing phases, where
quality standards are maintained, and solutions are validated
against requirements. Finally, the role ensures that releases
are deployed into service with minimal disruption and
maximum efficiency.
- Portfolio leadership discipline with operation governance is an
essential aspect of this role. It ensures that software solution
delivery is aligned with multi-project planning considerations.
This involves overseeing multiple projects simultaneously,
understanding dependencies, and ensuring that resources are
optimally allocated. Governance frameworks are applied to
maintain consistency, mitigate risks, and ensure compliance
with organizational standards.
- Communication with stakeholders of the PSSM organization is
a continuous and structured activity. The role provides
updates on progress, addresses questions or concerns, and
escalates issues when necessary. Ensuring awareness of
progress to plan is critical so that stakeholders remain
informed about timelines, dependencies, and potential
impacts of pending changes. Clear communication fosters
transparency, builds trust, and enables effective collaboration.
- Preparing updates for each stage of the change control and
solution delivery process is another key responsibility. Updates
are clear and concise for multiple teams to review and
implement changes effectively. Documentation is structured
to ensure traceability, alignment, and ease of understanding
across cross-functional teams.
- Interaction with stakeholders is essential to define changes,
submit change requests, coordinate implementation plans, and
track progress on delivery. The role involves prioritizing tasks
and resources to meet timelines while adapting to changes in
scope or requirements. Flexibility and responsiveness are
critical to managing evolving business needs.
- Defining delivery plans with roadmaps and timelines aligned to
multi-project planning considerations ensures that solution
delivery remains coordinated and efficient. The role ensures
that changes do not conflict with other projects or system
updates, requiring a deep understanding of dependencies and
proactive planning.
- Governance on change controls throughout the delivery
process to product release ensures quality of service. This
governance framework ensures that all changes are reviewed,
approved, and implemented according to established
standards, resulting in an optimal User experience (UX) for
customers. The focus remains on consistency, reliability, and
customer satisfaction.
- Traits -A growth mindset is a foundational trait for this role,
reflecting the belief that a person's capabilities and talents
can be improved over time. This mindset enables continuous
learning, adaptability, and openness to feedback, which are
essential in a dynamic and evolving environment. Individuals in
this role actively seek opportunities to enhance their skills and
improve performance.
- Agreeableness is demonstrated through behavior that is
perceived as kind, sympathetic, cooperative, warm, frank, and
considerate. This trait supports effective teamwork,
collaboration, and relationship building across diverse
stakeholders. It ensures a positive working environment and
facilitates smooth interactions.
- Conscientiousness is reflected in being careful or diligent, with
a strong desire to perform tasks well and take obligations to
others seriously. This includes attention to detail,
accountability, and commitment to delivering high-quality
results consistently. It ensures reliability and fosters trust
within teams.
- Extraversion is manifested in outgoing, talkative, and energetic
behavior, enabling active engagement with teams and
stakeholders. While extraversion supports communication and
collaboration, the role also acknowledges the value of
introversion, which is reflected in more reflective and reserved
behavior when thoughtful analysis is required.
- Grit, defined as perseverance and passion for long-term goals,
is essential for navigating complex projects and challenges.
This trait ensures sustained effort, resilience, and commitment
to achieving objectives despite obstacles or setbacks.
- Openness to experience includes active imagination, aesthetic
sensitivity, attentiveness to feelings, preference for variety
(adventurousness), intellectual curiosity, and the ability to
challenge authority (psychological liberalism). This trait
enables innovation, creative problem-solving, and adaptability
to new ideas and approaches.
- Passion for learning and collaboration is a critical trait,
emphasizing continuous improvement and teamwork.
Individuals in this role actively seek knowledge, share insights,
and work collaboratively to achieve shared goals, contributing
to both personal and organizational growth.
Requirements:
- IT Skills-A strong background in computer science, information
technology, or information systems is required for this role.
This foundational knowledge enables the individual to
understand complex technical landscapes and effectively
contribute to software solution delivery.
- The ability to explain the benefits of various software products
and services to customers is essential. This involves
translating technical concepts into business value, ensuring
that stakeholders understand the purpose and impact of
solutions.
- The role requires the ability to answer technical questions
about the technology and platform components of the
solution. This includes deep knowledge of system architecture,
integration points, and technical dependencies.
- Knowledge of portfolio leadership practices in the software
development life cycle is critical. This includes understanding
scaled agile methodologies, project lifecycle management, and
aligning delivery practices with organizational strategies.
- Knowledge of application program interface (API), Web
services, and data integration is essential. These technologies
enable seamless communication between applications and are
fundamental to modern software solutions.
- The role requires knowledge of multi-enterprise and multi
tenant SaaS application architecture, cloud computing, and
service operations. This ensures that solutions are scalable,
reliable, and aligned with modern technology standards.
- Strong project management skills are necessary, along with
experience in change control management processes. This
ensures that projects are planned, executed, and monitored
effectively, with proper governance in place.
- A strong understanding of both technical software aspects
and business operations is essential. This enables the role to
bridge the gap between technical teams and business
stakeholders, ensuring alignment and effectiveness.
- Experience working with cross-functional teams ensures that
process improvement initiatives are met on time. Collaboration
across teams is critical for achieving successful delivery
outcomes.
- Competency -Excellent communication skills, including spoken
and written English and technical writing, are essential. This
ensures that information is clearly conveyed to both technical
and non-technical audiences, enabling effective collaboration.
- Strong research, diagnostic, and problem-solving skills are
required. Logical thought processes, the ability to differentiate
root causes versus symptoms, and demonstrating the use of
deductive reasoning through hypothesis testing are critical
capabilities.
- The role requires a motivated self-starter with the ability to
work in a matrix environment. This includes managing multiple
priorities, collaborating across teams, and maintaining
productivity in a dynamic environment.
- Prior experience in tracking, documenting, analyzing, and
reporting changes made by stakeholders is essential. This
ensures transparency, accountability, and effective
management of change processes.
- Strong ability to identify potential risks with proposed changes
prior to implementation is critical. Risk management ensures
that potential issues are mitigated proactively, reducing
disruption and ensuring smooth delivery.
- Excellent problem-solving skills, along with the ability to think
critically when making decisions that affect business
processes or procedures, are essential. This ensures informed
decision-making and effective resolution of challenges.
- The ability to anticipate issues before they arise while
remaining flexible enough to respond quickly during times of
unexpected change requests from customers or other
business partners is a key competency. This adaptability
ensures resilience and responsiveness.
- A bachelor's degree in information systems or computer
science (or equivalent) is required, providing the foundational
knowledge and skills necessary to perform effectively in this
role.