Change Management Specialist

Change Management Specialist

03 Aug 2024
District of Columbia, Usdc 00000 Usdc USA

Change Management Specialist

Vacancy expired!

Job Description

We are seeking a Change Management (CM) Specialist to deliver services and value using ITIL 4 ITSM principles and processes. ITIL Change management is an important part of our service transition stage using a process flow to evaluate, plan and deploy change requests for an Enterprise IT organization. A primary objective of our ITIL Change management practice is to ensure that change execution does not interrupt ongoing IT operations. Our Change Management Specialist it the gatekeeper that validates and ensures the authorization every change record before it is moved to our Production release management stage. Our Change Management Specialist will also support the Project Manager (PM) and our operations, sustainment, and integration (Operations) teams in related duties as prescribed by the PM.

Duties and Responsibilities

Change Management

Our Change Management Specialist will manage the major steps in our change management process:

· Requests for Change (Change Requests (CR))

· Change assessment and planning

· Change approvals

· Change implementation

· Post implementation review

Specific Duties and Responsibilities include:

· Provide all change management support for the project’s Production system environment(s).

· Identify, advise, and manage change and the impacts on key initiatives.

· Evaluate and update the agency’s change management strategy; identify corrective actions and process improvements, advise the PM on the project’s operational readiness, and assist in managing risks.

· Coordinate change management between the agency’s operational units, technology partners and suppliers.

o Manage CRs in a timely and efficient manner through the CM process from creation to closeout.

o Manage the intake of CRs (either directly via email or through the Service Desk) using the ServiceNow tool.

o Conduct reviews of customer requests for accuracy and completeness.

o Submit CRs to System Owners and ISSOs for their feedback/approval.

o Coordinate with the Operations teams to schedule and review CRs.

o Transmit draft CRs to the System Owners and Security Officers for review/feedback and approval.

o Coordinate the project team’s activities with the Change Review Board (CRB) which involves mandatory daily meeting between the customer management, operations, security, and governance teams.

o Report the progress of all changes, including both monthly and quarterly reports listing all changes and the time between approval and deployment.

· Develop, update and maintain change management procedures and related policy documents.

· Ensure change management documentation is maintained and up to date.

Service Desk Team Member

· Provide Tier 1 service desk support when needed.

· Develop a Daily Report for the customers that outlines the current status of all service tickets that are under the responsibility of ACF OCIO.

· This includes the change requests as described above, as well as incidents that result in loss or degradation of service for ACF OCIO customers, and service requests from customers for updating ACF OCIO applications and projects.

· The Daily Report includes some basic metrics such as ticket intake and closeout, as well as tracking issues that are approaching or have exceeded SLAs or other target dates agreed on by the customer and the Service Desk.

· In addition, I organize both a "prep" meeting for the mandatory daily meeting to coordinate with the ACF OCIO Operations team, as well as providing the agenda and final Daily Report forthe daily meeting itself.

· Finally, I serve as the meeting facilitator to ensure that the federal leads and other ACF OCIO stakeholders are kept up to date on the status of the service tickets we are responsible for.

Assistant to Project Manager and Teams

· Advise the project teams on how to identify and manage stakeholders through change activities.

· Assist in completing the migration to ServiceNow tool and configure for ITIL guided change management.

· Write and review policy documents and Standard Operating Procedures (SOPs).

· Coordinate and collect information from the Service Desk to prepare and update daily reports.

o Review and provide feedback on draft project deliverables

· Represent Operations in daily standup meetings as required.

· Represent the Operations Team on the Technical Review Board (TRB).

o Develop and maintain documentation and artifacts in support of the Technical Review Board (TRB).

o Assist the Technical Writer with input or review of technical materials for customer review and approval Assist the TRB in all phases of the Systems Development Life Cycle (SDLC) from project initiation through requirements gathering and analysis, coordinate team members regarding the integration of development and security requirements, testing, training, and product deployment.

o Collaborate with the Operations Team in presenting findings and recommendations to the TRB.

o Testing (including prep) of system enhancements and reporting and coordination with the customer staff on testing and TRB stage gates.

Qualifications

· 7-9 years of change management experience working across a diverse range of projects in size and complexity.

· Experience working in ITIL-based quality control environments.

· Excellent writing and reporting skills and with the ability to evaluate and summarize information.

· Ability to multitask, to manage a high volume of workload and prioritize effectively with excellent level of attention to detail.

· Excellent written and verbal communication skills.

· Experience with the Service Now platform software.

· Experience working in a fast pace environment.

· Strong relationship-building skills; ability to work professionally and efficiently with internal and external stakeholders; experience in network building and driving change through collaboration with others.

· Proficient in PowerPoint, Excel, Word, SharePoint and Outlook.

Desired Skills and Experience

· Knowledge and experience of project tracking tool e.g. MS Project is desired.

Education and Certifications

· Bachelor’s degree in business, organizational development, or equivalent experience in leading change management programs/communications.

Additional Information

Synectics is an Equal Employment Opportunity employer.

Job Details

  • ID
    JC4470672
  • State
  • City
  • Job type
    Full-time
  • Salary
    N/A
  • Hiring Company
    Synectics for Management Decisions, Inc
  • Date
    2020-07-30
  • Deadline
    2020-09-28
  • Category

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