Summary

The Change Manager’s role is to oversee and coordinate the life cycle of all changes made to the IT environment. The Change Manager’s main objective is to facilitate improvements to services with minimum system interruption. Along with technology implementations, other aspects of the Change Control process may include but are not limited to, licensing changes, risk assessment, and workforce/human resources transformations. Also, the Change Manager participates in coordinating and scheduling Change Advisory Board meetings.

The Change Manager will help the client examine and refine a change control policy to conform to the client’s SLRs and SLAs. The Change Manager estimates the cost, workload, and schedule impacts of change requests. He/she negotiates scope changes, determines how to handle each change request, and assigns change requests to appropriate staff. The Change Manager will report to the Service Delivery Manager.

Responsibilities

• Participate in and assist the facilitation of ad-hoc and recurring Change Management and Release management meetings by managing the logistics; scheduling and meeting planning, venue reservation, setting agendas, and taking meeting minutes (Engineering Review Group (ERG), and Program Office Advisory Panel meetings)
• Develop broadcast messages and presentations, and conduct briefings to address program changes, highlight key events and program results
• Develop Change Management policies, procedures, processes, and training requirements as appropriate to the client’s IT and business requirements
• Work with ServiceNow developer to automate change processes and workflows within ServiceNow
• Coordinate all changes to the IT infrastructure, including the data center infrastructure with attention to changes that may affect standing SLRs and/or third parties
• Coordinate, schedule, and conduct Change Advisory Board (CAB) meetings including the creation of Board and its composition, review of planned changes and results of changes made, ensuring that all appropriate parties are invited and represented following approved CAB policies
• Collaborate with IT support managers and subject matter experts to ensure RFCs are complete
• Following Change Management policies, review all Implementation and Migration plans and schedules
• Receive and document all Change Requests and classify proposed changes to the Services, (e.g., change cost, risk impact assessment, and system[s] security considerations)
• Develop and maintain a schedule of planned approved changes for review
• Provide change documentation as required, including metrics as to how the effectiveness of the change will be measured
• Work with application support teams in defining release and deployment plans. Support the potential need to review and revise plans. Support Release Readiness Reviews (RRRs) release authorization activities and perform Post-Implementation Reviews (PIRs). Perform the release coordinator role for weekly change activity to include weekend work. Produce Release Coordinator’s Weekly Summary Report
• Verify that changes satisfy predetermined effectiveness metrics and determine follow-up actions to resolve situations where the change failed to meet objectives
• Manage the Problem Management process for failed changes
• Closeout RFCs that meet the change objectives or changes that are abandoned
• Ensure that appropriate back-out plans are documented and in place in the event of system(s) failure as a result of the change
• Oversee the approved change build, testing, and implementation to ensure appropriate staffing and completion according to the Change Management schedule
• Oversee thorough release testing and assess any business risks related to changes that are not fully tested before implementation
• Develop, enhance, operate, and maintain Release Management system/tools and interfaces with other processes (e.g., Change Management, Problem Management, Configuration Management, and Incident Management Systems)
• Identify opportunities to (continuously) improve, schedule, and implement improvements at predefined intervals and on an ad-hoc basis
• Supporting the management of the Configuration Management Database (CMDB) and reporting of all Configuration Item (CI) exceptions and data discrepancies

Requirements

• 4-year college degree within Computer Science/Engineering is preferred or relatable professional experience
• 5+ years of overall IT Change Management experience
• 3+ years of experience in Change Management in a 5000+ user environment
• Strong knowledge of IT Infrastructure including Data Center Operations, Network Operations, End-User Computing, and Held Desk
• Experience with automated Change Management tools preferably ServiceNow
• ITIL certification a plus
• Experience with conducting or overseeing design/configuration work and pre-release testing

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.