Change Management Analyst

Position : Change Management

Location : Forth Worth(USA)

Duration : Full Time

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JD:

Analyzes data, produces metrics and provides results to leadership. This role manages Infrastructure (Server), Network (Telecom), and Application Change Requests, reviews requests for Quality, Impact and Risk, coordinates with implementers to review change requests and conduct impact analyses, assess change readiness and identify key stakeholders then gathers information to minimize System Unavailability. Day to day activities include reviewing records for data integrity and conducting quality reporting, coordinating release schedules for contention and performing quality checks and runs metrics for Key Performance Indicators. Assists the Change Manager in creating processes for change and release management. The ideal candidate will be self-motivated, customer service oriented and detail oriented with analytics.

The Major Incident Analyst is responsible for all aspects of the Incident Management (IM) process while working as part of a team to restore service as quickly as possible during a Major Incident. Specifically, the Major Incident Analyst will manage the IM processes during Major Incidents, which includes driving technical teams towards resolution, communicating status, and working to capture lessons learned for Post Incident Review. The Major Incident Analyst may conduct, facilitate or participate in Root Cause Analysis and Critical Process Reviews as part of a role in Problem Management (PM).

Additional responsibilities may include:

Complete change management assessments

Attend Change Advisory Board Meetings

Identify, analyze and prepare risk mitigation tactics

Identify and manage anticipated resistance to Change

Consult and coach Change Implementers

Coordinate efforts with other Subject Matter Experts

Help Project Managers Integrate change management activities into project plans

Evaluate and ensure end user readiness

Manage stakeholders

Track and report issues

Define and measure success metrics and monitor change progress

Support change management at the organizational level

Manage a change portfolio

Skills and qualifications

A solid understanding of the ITIL change process

Experience and knowledge of change management principles, methodologies and tools

Exceptional communication skills, both written and verbal

Excellent active listening skills

Ability to clearly articulate messages to a variety of audiences

Ability to establish and maintain strong relationships

Ability to influence others and move toward a common vision or goal

Flexible and adaptable to Business Needs; able to work in ambiguous situations

Resilient and tenacious with a propensity to persevere

Forward looking with a holistic approach

Organized with a natural inclination for planning strategy and tactics

Problem solving and root cause identification skills

Able to work effectively at all levels in an organization

Must be a team player and able to work collaboratively with and through others

Acute business acumen and understanding of organizational issues and challenges

Familiarity with project management approaches, tools and phases of the project lifecycle

Experience with large-scale organizational change efforts

Demonstrated handling pressure in critical/difficult circumstances

Desired Skills and qualifications

In-depth understanding of multiple Service Management disciplines (Incident, Problem, Change, Configuration, Knowledge, Request) with a focus on Change management.

Experience in developing, engineering and improving IT Service Management processes.

Experience in creating, managing and maintaining process diagrams and process definition documents.

Experience in gathering and analyzing requirements to improve existing processes.

Experience in defining process metrics and KPIs.

Service Management Reporting experience.

Creation of Dashboards and associated analytics.

Incident/Change/Problem analysis and trending experience.

ITIL Foundation Certification (or Higher)

Use of Service Management Platform. (ServiceNow, BMC/Remedy)

Strong business background (working in a company of similar scale)

Ability to work in dynamic environment with changing priorities

High energy, innovative individual who is motivated by challenging assignments

Excellent communication skills, interpersonal, oral, and written

Effective at managing multiple issues with conflicting priorities under tight deadlines

High attention to detail and accuracy

Strong analytical, organizational, and problem-solving skills

Ability to work well within a team to learn and share knowledge

Strong customer service orientation, with the ability to communicate technical issues to non-technical customer

Daily Responsibilities

Review Daily Change Records for Quality.

Coordinate discrepancies with implementers

Update the Change Log (CRQ#, Quality Failure, Remediation, Coordinated With…etc.)

Communicate and Collaborate with the Change Manager

Create Reports

Mitigate Sunday Change Window Contention

Answer Calls and Log Incidents to the Change Helpdesk

Assist the Situation Desk in Incident Recovery

Present findings and recommendations. May formally present recommendations, as appropriate

Document procedures in compliance with departmental standards – Where Applicable.

Coordinate with PTC Change Analyst, SAP Change Analyst, and Change Sponsors of Agile DevOps Teams – Where Applicable.

Performs other duties as assigned – Where Applicable.

Key Activities:

Responsible for the activities related to the management of high and critical priority incidents, ensuring processes and procedures are defined in detail and executed consistently. These incidents may impact multiple applications, lines of business, or infrastructure in multiple platforms (Mainframe, Mid-Tier, Cloud, Network, Physical Layer).

Performs work with a high level of autonomy in a high visibility capacity

Leads post incident review process, including, but not limited to, providing incident updates/debriefs, discussing IM process successes and opportunities for improvement, determining courses of action, and assigning/holding technical staff accountable to complete action items.

Responsible to creating Daily Performance Reports that contribute to Metrics and Analytics

Assists other technical staff involved in providing IM and PM statuses and root cause analysis (RCA) reporting.

Assists with and influences the implementation of IM and PM policies, procedures, and processes, ensuring the strategies and activities are consistent with the business objectives and are compliant with processes for review.

Qualifications:

Working knowledge of IT Infrastructure, Architecture, and/or DevOps

Strong expertise in oral and written communications, including training and presenting to small and large audience

Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops

Ability to facilitate constructive and professional debate, and gain compromise and consensus

High level understanding of various technologies

Working knowledge of ITSM tools, reporting and relational database systems

Strong influencing and relationship management skills.

Ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.

Self-driven and resourceful to achieve goals independently as well as work well in groups.

Ability to quickly adapt to new technologies and changing business requirements.

Preferred Qualifications

Bachelor’s degree in Business, Computer Science, Information Management Systems, or closely related field or an equivalent combination of education and/or directly related work experience.

Three years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware or server support).

Two years of experience coordinating major incidents, changes or problem management preferred.

General technical knowledge and related competencies of distributed information systems technologies (i.e., UNIX and Windows operating systems, WebSphere Application Server, Oracle Database, MQSeries, Web Application Infrastructure (WAI), Performance, Storage, etc.) and applications operating in the National IT environment.

General knowledge of IT and interdependencies in a large scale, enterprise-wide complex operation.

Preferred certifications include: ITIL Foundations Certification

High Level of Communication Skills to drive for results, navigate discussions, and acquire needed technical support information for our customers.

Effective interpersonal skills to build and maintain strong partnerships with technical managers and staff, application developers and strong working relationships with stakeholders.

Experience navigating ITSM (ServiceNow), and APM (Dynatrace).