Information Technology Service Management (ITSM) Change Management Process Analyst

Full-time position within Information Technology requiring a TS/SCI with Polygraph clearance.

About the role

The Information Technology Service Management (ITSM) Change Management Process Analyst manages the successful integration of IT services in the customer environment, interfacing with core IT Infrastructure processes such as Problem, Change, Incident, Event, Service Level, or Knowledge Management. The analyst works in a fast-paced environment, responsible for multiple projects from inception to closure.

Responsibilities

• Manage and maintain Change Enablement system
• Coordinate membership for each CAB
• Identify and track program risks and action items to closure, and assess risk and cost of changes
• Establish and maintain a close working relationship with other areas, service providers, customers, and technical staff
• Deliver briefings and training as required to individuals or teams across the customer environment to ensure common understanding to meet objectives
• Ensure senior management are always informed of appropriate activities and issues (early and frequently)
• Ensure compliance with process-specific standards and policies, and stay abreast of process changes
• Conduct post implementation reviews and chair the Post Implementation Review Board (PIRB)
• Ensure proactive communication regarding schedule, impact, and cost of changes to relevant stakeholders
• Ensure proper assessment of impact of change on other changes and vice versa
• Ensure impact of change on other services and Configuration Items (CIs) are effectively assessed
• Utilize ServiceNow dashboards, tools, and techniques to report the status of the process as needed
• Provide input for technology requirements relating to or impacting Change Management
• Closely work with Change Evaluation team for evaluation of change during approval and after deployment
• Support measurement and reporting for weekly and monthly meetings
• Manage end-to-end projects that follow procedures, work instructions, and templates to support process execution
• Develop and maintain relevant and appropriate project management documentation and artifacts (e.g., project schedules, briefings, reports)

Requirements

• TS/SCI with Polygraph clearance
• Bachelor’s Degree OR 5+ years of related work experience
• Good working knowledge of Service Management workflows and ITSM processes
• ITIL V4 or 5 certification and training
• Experience with IT Change Management processes and practices
• Experience developing and managing IT implementation projects
• Experience managing teams to meet project schedules and milestones
• Experience building and maintaining schedules in Microsoft Project
• Strong technical leadership abilities
• Strong written and communications skills, with the ability to clearly document and explain ITSM processes
• Strong verbal communication skills with the ability to present technical details to a non-technical audience

Desired Qualifications

• Advanced ITIL certifications or training
• Project Management Professional (PMP) certification
• Working knowledge with ServiceNow
• Experience in leading large process improvement projects
• Experience with Agile methodologies
• Good understanding of product release methodologies

Benefits

• Flexible time off benefit
• Robust learning resources
• Comprehensive healthcare, wellness, financial, retirement, and family support benefits
• Continuing education and time off benefits

Pay

The proposed salary range for this position is $103,800 - $218,100. Final salary is influenced by factors including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.