IT Change Manager

Job Summary:

The IT Change Manager is responsible for managing the change queue, configuration and ensuring changes are made efficiently, with minimum risk to the organization. The role will involve collaborating with cross-functional teams to ensure the seamless implementation of changes, mitigation of risks, and maintaining compliance with established configuration management policies and procedures while contributing to optimizing impact analysis processes.  The Change Manager will coordinate across disparate teams to ensure process alignment, implement change management strategies, and plans that maximize employee adoption, usage and minimize resistance.

Duties and Responsibilities:

• Analyses the changes to IT services and evaluate the Risk/ Impact. Review all completed changes.

• Work with service owners to reduce the number of emergency changes and incidents due to changes.

• Facilitate Change Advisory Board (CAB) meetings by planning, reviewing, approving, and conducting post CAB follow-ups for applicable changes.

• Ideate new enhancements for the Change Management tool increasing employee adoption

• Follow up and reporting of non-compliant change requests, violations and adherence to company Change Management policies and procedures

• Support all internal and external Change Management audits and examinations

• Build and maintain internal change processes including documentation and provide Ad-Hoc training when needed.

Education Required:

Bachelors Degree in IT, CS or Equivalent

Education Preferred:

Bachelors Degree in IT, CS or Equivalent

Experience Required:

• 6+ years of experience as a Change Manager

• 5+ years of ITIL experience

• 3+ years of experience with the ServiceNow platform

Licenses/Certification Preferred:

• ITIL v4 foundation certification

• Cloud based certifications – AWS or Azure or Google Cloud

Technical Skills and Abilities

• Ability to understand technical terminology and enterprise systems.

• Sounds knowledge in IT Change Enablement, Release and Deployment Management practices

• Strong understanding of change management principles and best practices.

• Proven experience in configuration management and impact analysis.

• Familiarity with the Information Technology Infrastructure Library (ITIL) framework, particularly in the context of change enablement and release management to ensure adherence to industry best practices and standards.

• Understanding of security configuration management practices to ensure changes comply with security policies and standards, safeguarding the integrity and confidentiality of sensitive information.

• Demonstrated expertise in conducting thorough impact analyses, employing techniques such as risk assessment, dependency mapping, and scenario planning to assess the potential effects of changes on systems, processes, and stakeholders.

• Flexible and adaptable; able to work in ambiguous situations.

• Excellent analytical and problem-solving skills.

• Effective communication and interpersonal skills.

• Develop process improvement plans and improve the process through tuning, design for efficiencies and effectiveness.

Physical Demands:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

Travel Requirements:

NA

Work Environment:

Flexible work environment to ensure work hours can be customized and maintaining work life balance. Constructive feedback-oriented environment to strike balance between individual and organizational goals.