100% REMOTE
EST HOURS
SUMMARY OF DUTIES:
The Sr. Change Manager works in a lead technical capacity with our business partners and other IT organizations to align technology solutions and/or processes with Information Technology and business strategies. Demonstrates an informed knowledge within the function to resolve problems and assist with improvement of processes, on an ongoing basis. Supports several moderately complex business processes. May be allocated part time to one or more enterprise project initiatives of moderate to highly complexity.
The Manager may manage one or more IT processes within one functional area provided to one or more internal and external customer(s).
ESSENTIAL FUNCTIONS:
- Responsible for providing tactical (day-to-day) management of IT Change Management process and supervising a team of change analysts/technologists, which includes training, and delegating daily tasks and responsibilities to the team, and providing subject matter expert guidance on Information Technology Infrastructure Library (ITIL) principles, process and procedures
- Monitor the Change Management Process for opportunities for improvement and propose recommendations
- Collaborate with the process owners to ensure that all change management efforts across the organization are aligned with the strategic plan.
- Design change authority hierarchy and criteria for allocating Requests for Change (RFCs) to change authorities
- Design change models and workflows, ensuring that configuration data is available when needed to support other service management processes; define the structure of the configuration management system.
- Assist in the governance of critical Service Management disciplines, i.e. Change Management, Release Management, Configuration Management and Project Lifecycle Management
- Collect, analyze and document service management related activities
- Work with other process owners to ensure that there is an integrated approach to the design and implementation of change management, service asset and configuration management, release and deployment management, and service validation and testing.
- Draft and ensure Change Management process, policy, procedures and training documentation is annually reviewed and updated as needed.
- Monitor and analyze metrics to ensure customer satisfaction.
- Review risk information for potential issues and determine mitigation plans
- Verify the quality and completion of pre and post change implementation requirements, such as testing approvals, scheduling, risk and impact analysis, release and deployment plans and backout plans.
- Facilitate the Change Advisory Board, as needed, to assess change implementation activities; validate key implementation milestones within changes; analyze the relationship between incidents and implemented changes.
- Participate in planning sessions related to projects or new technologies, to implement process improvement within the Service Management area; document discussions and agreements; facilitate gate review, change advisor boards and IT operational meetings
- Establish liaison relationship with business partners and IT departments in order to provide process solutions to meet IT user needs; promote an understanding of IT Service Management roles, processes and activities to business units and IT departments.
- Assess process improvement needs utilizing a structured requirements process (i.e., gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advise on options.
- Work with the IT Service Management vendor(s) and other IT departments to create design criteria to be applied to new or existing service management and reporting tools, to improve the efficiency and effectiveness of the Change Management process.
- Helps lead planning sessions related to projects or new technologies to implement process improvement within the functional area. Documents discussions and agreements. Facilitates gate reviews, change advisory boards, and IT operational meetings.
- Establishes liaison relationships with business partners and IT departments in order to provide process solutions to meet user needs.
- Promotes an understanding of IT Service Management roles, processes and activities to business units and IT departments. Supports and participates in formal AMTRAK reporting.
- Perform timely updates of Configuration Items in the Configuration Management Database (CMDB).
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.