Job Details

Administrator, IT Change Management

Responsible for providing a disciplined process for introducing required changes into the IT environment with minimal disruption to ongoing operations. Achieve the change management process goals by meeting defined objectives.

Duties & Responsibilities (Essential Job Functions)

• Ensures that all change requests follow the Change Management documentation and approval process.
• Ensures that change requests are properly recorded and that all necessary documents are available & submitted within the service desk tool.
• Validate impact analyses as well as risk assessments; evaluates and confirms associated risk for all low, medium, high and emergency change requests.
• Conducts analysis and prioritization of change requests by category (emergency, high, medium and low).
• Schedules changes (subject to approval by the CAB when required) and provides change notification to the initiator of the change as well as other affected parties.
• Monitors the successful completion of all change requests including change requests originated within the Infrastructure factory project process.
• Required to monitor changes made to the production environment post implementation to ensure that a change has been successfully implemented and meets the needs of the business requirements.
• Required to coordinate with Service Desk Management team in the event of a failed change implementation in order to coordinate a recovery effort.
• Identify potential risks and anticipated points of resistance, and develop specific plans to mitigate or address the concerns.
• Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
• Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.
• Work with project teams to integrate change management activities into the overall project plan.
• Provide monthly Change Metrics to ITLT and generation of daily, weekly and monthly reports. Experience with Crystal Reporting.

Qualifications

Education

• High School Diploma or GED required.
• BS or BA Degree preferred.
• ITIL Foundations certification (v2 or v3) is preferred.

Experience

• Five (5) years of experience in Change Management processes, policies, and procedures.
• Prior experience with HP Service Manager or HP Service Desk.

Knowledge/Skills/Abilities

• Expert knowledge in Problem and Incident Management processes.
• Understanding of SOX auditing methodology.
• Ability to work effectively and in a collaborative manner in a dynamic, team oriented environment and interact with a variety of associates (all levels), external customers and vendor community in supportive and positive manner.
• Strong verbal and written communication skills; solid relationship building skills for interpersonal communication with internal and external customers and vendors.
• Motivated self-starter who continually challenges the status quo.