Full-Time
Change Manager
Posted on 4/12/2024
Cloud-based contact center solutions provider
Data & Analytics
AI & Machine Learning
Mid, Senior
Remote in USA
Required Skills
Communications
Management
JIRA
Requirements
- 5+ years of change management experience in a cloud\/technical operations environment
- Deep understanding of IT Service Management ITIL v3 foundation or above required
- Solid experience using\/administering ITSM tools (Remedyforce & JIRA preferred)
- Excellent project management skills
- Business Analyst experience is a huge plus (requirements gathering, tools selection & implementation, vendor management)
- Great verbal and written communication skills
- BS or equivalent experience
Responsibilities
- Work closely with subject matter experts and leadership to develop and drive change management initiatives with focus on operational efficiency, risk mitigation, and stability
- Define roadmaps in-line with customer expectations, change and CAB requirements, and contractual adherence
- Confidently represent details of customer change requests in customer facing change meetings
- Ability to internally manage customer requested modifications to change requests
- Maintain policies, procedures, and standards in line with current and emerging change requirements
- Align closely with Cloud Operations teams policies and procedures
- Strong ability to present to executives and engage with all levels in the organization
- Ability to navigate changing priorities, evolving deadlines and logically sequence work to meet the overall needs of the Day-2 service
- Ability to make connections across workstreams and matrixed organizations
- Extremely high attention to detail with exceptional writing and editing skills
- Develop and execute full lifecycle change management activities, including change impact assessments, stakeholder analysis, stakeholder engagement, communications, training development, and training and workshop facilitation
- Manage all aspects of change management including running various change meetings, assessment, planning and risk management
- Ensure all change tickets are complete and accurate (before change meetings and after implementation)
- Participate in post-change reviews and collaborate with Customer Support teams on change related incidents, preventative measures, and subsequent problem resolution
- Generate regular KPI\/metrics reports as needed
- Champion ongoing initiatives to implement best practices in Change Management
- Create\/maintain all change management documentation including policies and procedures
- Assist end users with the change process and tool questions
- Liaison between various operations teams and OSS team (responsible for supporting the ITSM tool) on defects and feature requests
As a pioneer in cloud-based contact center solutions, this company provides a secure and scalable platform integrating digital engagement, analytics, workflow automation, and practical AI to enhance customer experiences. The emphasis on reliability, security, and compliance, coupled with a strong focus on employee development and empowerment, makes it an excellent workplace for those passionate about advancing customer service technologies and driving business results.
Company Stage
IPO
Total Funding
$874.1M
Headquarters
San Ramon, California
Founded
2001
Growth & Insights
Headcount