IT Change Manager

Job Summary

The IT Change Manager is responsible for managing the change queue, configuration, and ensuring changes are made efficiently with minimal risk to the organization. The role involves 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.

Duties And Responsibilities

• Analyses the changes to IT services and evaluates the Risk/Impact.
• Reviews all completed changes.
• Works with service owners to reduce the number of emergency changes and incidents due to changes.
• Facilitates 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 Education

Experience

• Required: 6+ years of experience as a Change Manager
• REQUIRED: 5+ years of ITIL experience
• REQUIRED: 3+ years of experience with the ServiceNow platform

Licenses/Certification

• PREFERRED: ITIL v4 foundation certification

Technical Skills And Abilities

• Ability to understand technical terminology and enterprise systems.
• Sound knowledge in IT Change Enablement, Release and Deployment Management 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.