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Change Management Process Coordinator

2 months ago

Roanoke, Virginia, United States Experis Full time
Job Overview

We are seeking a skilled and experienced IT Service Management Specialist to join our dynamic IT team at Experis. The ideal candidate will have a strong background in ServiceNow and ITIL, with a proven track record of managing complex change management processes in an enterprise environment.

Key Responsibilities
  • Change Management
    • Manage and coordinate the end-to-end change management process, ensuring that all changes are thoroughly evaluated, communicated, and implemented with minimal disruption to services.
    • Review and assess change requests for impact, risk, and resource requirements, ensuring that all stakeholders are informed and involved in decision-making.
    • Ensure that changes are documented, approved, and communicated to relevant stakeholders, and that all change management activities are aligned with ITIL guidelines.
    • Schedule and prioritize changes to minimize service disruptions, and conduct post-implementation reviews to assess the success of changes and identify areas for improvement.
  • ServiceNow Administration
    • Utilize ServiceNow for tracking, reporting, and managing change requests, and customize and maintain ServiceNow modules related to change and incident management.
    • Generate and analyze reports to monitor change success rates and identify trends, and provide insights to stakeholders to inform decision-making.
  • Incident Management
    • Collaborate with the Incident Management team to ensure that changes are coordinated with incident response activities, and provide support during major incidents to ensure that changes are expedited and risks are managed.
  • Network Service Management
    • Oversee network service management, ensuring that changes to the network infrastructure are managed effectively, and work closely with network teams to ensure that network security is maintained during and after changes.
  • ITIL Best Practices
    • Apply ITIL best practices to the change management process, and ensure that all change management activities are aligned with ITIL guidelines.
  • Stakeholder Communication
    • Act as the primary point of contact for change management within the organization, and communicate change plans and schedules to relevant teams and stakeholders.
    • Facilitate change advisory board (CAB) meetings, ensuring that all stakeholders are informed and involved in decision-making.
  • Continuous Improvement
    • Identify and implement improvements to the change management process, and stay updated on industry trends and best practices in change management, network security, and service management.
Qualifications
  • Education
    • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Experience
    • 4+ years of experience in change management, network service management, and incident management in an enterprise environment.
    • Hands-on experience with ServiceNow and ITIL processes.
    • Strong understanding of network security principles and practices.
  • Certifications
    • ITIL Foundation Certification (required).
    • ServiceNow Certified System Administrator (preferred).
    • Additional certifications in network security (e.g., CompTIA Security+, CISSP) are a plus.
  • Skills
    • Strong organizational and coordination skills.
    • Excellent communication and interpersonal skills.
    • Ability to manage multiple priorities and work under pressure.
    • Proficient in using ServiceNow and other ITSM tools.
    • Strong analytical and problem-solving abilities.