Technology Support Lead

Design and run change management process architecture that governs how operational changes are planned, tested, communicated, and adopted across Operations (end-to-end lifecycle: intake → readiness → release → stabilization).

Establish and manage end-to-end issue/defect lifecycle controls (triage, prioritization, ownership, SLAs, remediation tracking, and clear exit/closure criteria) while driving defect validation and quality control by coordinating retest/verification with Technology and Operations, maintaining transparent defect status reporting, and providing release readiness views across releases.

Own governance and standards for the change tooling ecosystem (e.g., Service Now), including usage expectations, taxonomy/metadata consistency, reporting integrity, and controls that enable auditable, repeatable execution.

Orchestrate operational readiness across people, process, controls, capacity, and runbooks to ensure production readiness and safe adoption for impacted Operations teams.

Identify, analyze, and eliminate process friction across the change lifecycle through practical innovation (e.g., simplifying workflows, improving routing/decisioning, and enabling automation where appropriate).

Lead stakeholder engagement and facilitation by planning and running working sessions, walkthroughs, and town halls; present change impacts, plans, risks, dependencies, and decisions to cross-functional and senior audiences. Deliver role-based communications and training by developing communication plans, coordinating training content and schedules, and establishing feedback loops to improve understanding and adoption.

Apply escalation discipline by assessing severity/impact, escalating appropriately, and preparing decision-ready materials with data, options, and recommendations. Define and report change governance metrics (e.g., defect leakage, training coverage, adoption/usage, change success rates) and drive continuous improvements to standards, templates, and playbooks.

Formal Training or certification with 5+ years of experience in change management, release/change governance, process design, and/or Operations within a complex, matrixed organization.

Demonstrated issue and defect management experience across the full lifecycle, including triage, prioritization, remediation tracking, and retest/verification coordination with Technology and Operations.

Demonstrated ability to serve as a strategic partner and trusted advisor, facilitating decisions with clear options, data-driven insights, and a strong risk-and-controls mindset.

Proven ability to identify and remove process friction using creativity and continuous-improvement thinking, translating insights into practical, scalable process and tooling enhancements.

Strong facilitation and presentation skills, including comfort presenting to large audiences and engaging senior stakeholders. Proven ability to build and execute communications and training plans tailored to diverse end-user populations and operational roles.

Requirements and backlog management capability, including writing user stories and acceptance criteria and managing prioritized enhancement pipelines.

Sound judgment and situational awareness, including when/how to escalate and how to drive timely resolution across cross-functional teams.

Analytical and tool proficiency with common tracking and productivity tools (e.g., JIRA/Azure DevOps, Confluence, Excel/Sheets, PowerPoint). Demonstrated curiosity and comfort adopting new tools and technologies, with the ability to translate new capabilities into controlled, consistent operational usage.