Support Analyst – ITIL Change Management

This role is a combination of operational and strategic responsibilities for ITL Service Design and Transition processes. From an operational perspective, the primary responsibility is managing IT Change Management. This requires providing daily support to our Change Management Process, govern the process and define improvement opportunities within the Change Management space. Critical to this role is the understanding user/business impact in a complex environment. On the strategic side, the duties comprise of overseeing ITIL Service Design and Transition processes and striving to mature them through Kaizen or continuous improvement working practices.

Key Responsibilities (Essential Duties and Functions)

Change Management Process Lead

• Continuous improvement of overall Change Management process and communications.
• Collaborating with IT teams on improving our Change Management Processes.
• Act as point of escalation for customer for all IT changes, providing support teams with the tools they need to submit, update, approve and implement as quickly as possible
• Facilitate support teams’ execution of Change Management techniques
• Enhance Change Management functions across the enterprise
• Provide guidance and assistance in classifying changes & in identifying risks to the environment
• Lead weekly CAB meetings
• Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process
• Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure
• Document modifications to process
• Provide training and guidance
• Generate regularly scheduled reporting

Requirements:

Qualifications

• Strong ITIL process management experience, specifically focused on Change Management; ITIL Foundation certified
• Familiarity with all other ITIL processes
• Proficiency in MS Visio, Word, Excel
• SOP writing/creation
• Strong relationship building/interpersonal skills
• Experience in documenting processes for Technical/IT related functions
• Good research & analysis skills
• Good interpersonal, communication and presentation skills
• Good organizational skills plus the ability to motivate people across the organization to provide solutions
• Previous experience working in a large organization
• Experience with current Change Management methodologies
• Experience with ServiceNow
• Agile / Scrum development
• Business Requirements gathering
• Process mapping
• Reporting analytics
• Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only)
• Decision maker with an operationally-focused outlook

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.