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IT Change Manager

4 months ago

Lawrenceville, United States Synergy America Full time
Job Description
Our client is looking for a Change/Problem Manager for a contract role in Lawrenceville, GA. The Change/Problem Manager is responsible for the Change and Problem Management practices This role ensures that all changes are managed in a controlled manner, including standard changes and emergency maintenance relating to business processes, applications, and infrastructure. This includes creating change standards and procedures, impact assessments, prioritization and authorization, emergency changes, tracking, reporting, closure, and documentation. Additionally, this manager is responsible for tracking IT incidents and conducting trend analyses, conducting post-mortems after major incidents, and organizing the appropriate ITS teams to conduct root cause analysis.

Skills:
•College diploma or university degree in the field of computer science and/or systems administration or equivalent work experience managing change and problem management practices.
•ITIL v4 experience, with practitioner certification in change management preferable.
•Exceptional knowledge of computer hardware
•Significant experience with desktop and server operating systems
•Extensive application support experience
•Working knowledge of a range of diagnostic utilities
•Demonstrated experience with root cause analysis.
•Use of change, problem, and IT service management tools.
•Knowledge of deployment and implementation methodologies (Agile, EDM, infrastructure etc.) of related technical change management experience.
•Experience in project management and knowledge of approaches, tools, and phases of the project lifecycle.
•Solid understanding of the software development lifecycle.
•Understanding of configuration management principles.
•Familiar with controls and audit compliance.

Personal Attributes
•Able to exercise independent judgement and act on it.
•Excellent analytical and creative problem-solving skills.
•Excellent listening, writen, and oral communication skills.
•Highly self-motivated and directed.
•Experience working in a team-oriented, collaborative environment.
•Solid relationship management and performance management skills.
•Ability to motivate and direct staff members and subordinates.
•Exceptional interpersonal skills, with a focus on listening and questioning skills.
•Strong documentation skills.
•Inquisitive personality: desire to see the incident management process beyond the immediate resolution of the incident.
•Ability to conduct research on a wide range of computing issues as required.
•Ability to absorb and retain information quickly.
•Ability to present ideas in user-friendly language to non-technical staff and end users.
•Keen atention to detail.
•Proven analytical and problem-solving abilities.
•Exceptional customer service orientation.
•Experience working in a team-oriented, collaborative environment.

Work Conditions
•Additional working hours as required.
•Sitting for extended periods of time.
•Dexterity of hands and fingers to operate a computer keyboard, mouse, or power tools, and to handle other computer components.

Responsibilities
•Establishes the processes for change and problem management
•Ensures that each change follows the complete procedure to ensure minimum disruption to IT services. (The change management practice should be formalized through a management-approved policy.)
•Evaluates all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.
•Chairs the Change Advisory Board (CAB) and ensures the CAB has the information needed to evaluate changes. This
•includes:
•Tabling all RFCs for CAB meetings.
•Issuing meeting agendas and circulating them to all RFCs to CAB members in advance of meetings to allow prior consideration.
•Deciding which CAB members will come to which meetings and who gets specific RFCs depending on the nature of the RFC.
•Convening urgent CAB meetings as required.
•Authorizes acceptable changes, either alone or after a CAB meeting has taken place.
•Ensures that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.
•Liaises with all necessary parties to coordinate change building, testing, and implementation, in accordance with schedules.
•Carefully manages emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verifies that emergency changes are appropriately assessed and authorized after the change.
•Maintains a tracking and reporting system to document rejected changes, communicates the status of approved and in- process changes, and completes changes.
•Makes certain that approved changes are implemented as planned and ensures that they have met their objectives. Refers any changes that have been backed out of and have failed.
•Whenever changes are implemented, updates the solution and user documentation and the procedures affected by the change accordingly.
•Analyzes change records to determine any trends.
•Close RFCs.
•Produces regular management reports.
•Work with infrastructure and operations teams to ensure that configuration item (CI) changes are entered in the change management database (CMDB).
•Lead the problem management work to determine the root cause of IT incidents.
•Conduct root cause analysis meetings, including writing meeting agendas and facilitating the sessions.
•Creatively implement a variety of root cause analysis techniques.
•Track and analyze trends in incident reports and generate statistical reports to inform proactive problem management.
•Prepare budget proposals and statements of operational expenses as they relate to change and problem management
•practices.
•Keep abreast of developments in the world of ITSM, specifically new products, services, and standards that relate to the practice of effective change and problem management.
•Oversee and improve the change and problem management processes by seeking out and integrating best practices wherever possible.
•Regularly iterate on the problem management process using data gathered about the frequency and severity of incidents.