What You’ll Do

• Manages IT change management processes of both maintenance and deployment change activities.
• Maintains effective communications with technology business partners, stakeholders, and leadership
• Monitor and coach staff/employees for process compliance
• Administrate change request activity, planning and workflow
• Chair Change Advisory Board (CAB) and other ceremonial change meetings
• Engage with other ITIL process owners to identify incidents/problems resulting from change
• Strong documentation, communication skills and attention to detail
• Establish integrated and systematic processes in support of related Configuration Management processes.
• Develop the organization’s expertise in Configuration Management processes and methods.
• Plan, manage, and coordinate the full lifecycle in a high interoperability IT environment.
• Empower CMDB stakeholders to utilize and leverage the CMDB database and associated processes.
• Incident Management Work closely with our NOC and Service Desk teams to provide effective guidance, clear bottlenecks and ensure process adoption
• Problem Management Host RCA meetings, document clear and concise root cause analysis, track and ensure actions are closed and KPIs are met
• Manage all changes to services and infrastructure ensuring the lowest level of risk through risk assessments.
• Prioritize, review, and assess all Change Requests/Request for Change
• Evaluate all changes for quality and completeness.
• Ensure all changes are approved before deployment.
• Ensure all changes are scheduled and the schedule is current and available to stakeholders.
• Ensure that service validation and testing has been performed for any proposed changes and coordination has been done for release and deployment as necessary.
• Evaluate incidents to ensure Change Requests/Request for Change are submitted as required.

What You’ll Need

• Information Technology Infrastructure Library (ITIL) 3 or 4 Certification, or equivalent experience in support of CMDB
• Knowledge of ITIL and ITSM best practices
• Bachelor’s degree in a computer related field or equivalent experience
• 5+ years of ITSM/ITIL experience specific to major incident, change, problem, and asset management
• Proven ability to function within a fast-paced and high-pressure environment.
• Able to effectively manage multiple projects, work across multiple teams and multiple disciplines
• Experience or familiarity with software build/deployment change workflow.
• Experience or familiarity with complex data centers and/or cloud technology solutions, infrastructure practices and services.
• Strong written, verbal, and interpersonal communication skills, with an ability to communicate ideas and solutions effectively
• Highly resourceful, organized, and capable of working on multiple initiatives simultaneously with minimal direction, along with strong organizational skills
• Experience or familiarity with the following methodologies and/or concepts
• Agile/Kanban development
• Experience or familiarity with the following tools and/or technologies:
• Ticketing System (e.g., JIRA, JQL, Salesforce, Service Now, etc.) (preferred)
• Source code control (e.g., Bitbucket, GIT, SVN, etc.) (desired)
• Must be flexible to occasional work outside of normal business hours