Full job description
Job Description –
- Responsible for the overall Infrastructure Change Management program and process.
- Drive Change Management process improvements from scratch or finetuning already existing processes.
- Partner with IT & Business Staff where needed on improving the Infrastructure CAB & Infrastructure Change Management process. IE: Agreed upon change windows.
- Document, communicate and train the IT teams on Infrastructure Change process.
- Define and gather KPI metrics to ensure proper usage of the Infrastructure Change Management process.
- Partner with our ServiceNow Team on ensuring all Infrastructure Change processes are present in the ServiceNow Change Management module.
- Collaborate with Infrastructure Change Manager on all processes to ensure smooth running of Infrastructure Change Management.
- Responsible for the overall Infrastructure Problem Management program and process.
- Drive Problem Management process improvements from scratch or finetuning already existing processes.
- Partner with IT & Business Staff where needed on improving the Infrastructure Problem Management process.
- Document, communicate and train the IT teams on Problem Management process.
- Define and gather KPI metrics to ensure proper usage of the Problem Management process.
- Partner with our ServiceNow Team on ensuring all Problem Management processes are present in the ServiceNow Problem Management module.
- Collaborate with Infrastructure Problem Manager on all processes to ensure smooth running of Infrastructure Problem Management.
- Engage, collaborate, and communicate effectively with variety of stakeholders on escalations and emergency situations for Change & Problem Management.
- Provide Change & Problem management process improvements with appropriately sized enhancements by taking into account clients current state and future growth path.
THIS IS WHAT YOU'LL NEED:
- 3+ years of leading change management process & problem management process in a global IT organization
- Firm understanding of ITIL, ideally version 4, certification preferred.
- Experience with developing/improving change management & problem management processes.
- Forward thinking of ways to grow the Infrastructure Change Management & Problem Management processes to all of IT and beyond.
- Experience with leading a change management process in a dynamic on-premise, cloud, and application environment
- Communicate effectively – Develop and deliver multi-mode communication that conveys a clear message to different audiences. Foster open communication with all stakeholders.
- Portfolio Management – Plans, prioritizes, sequences, and manages portfolio of work to maximize delivery of business value
- Technical Acumen – Pursues continuous learning and application of technologies to achieve desired business, architectural, and productivity outcomes
