ITIL Change Management Analyst

Senior Release Management Analyst
Contract : Long term
Location: Washington, DC Onsite

SUMMARY OF DUTIES
The ITIL Change Management Analyst works with business partner (IT) within the Service Management function to align technology solutions and/or processes with Information Technology and business strategies. Demonstrates an informed knowledge within the Service Management function to evaluate change requests and assist with improvement of processes, on an ongoing basis. Supports several moderately complex business processes. Serves as a project team member.

ESSENTIAL FUNCTIONS:
Responsible for assisting in the governance of critical Service Management disciplines, i.e. Change Management, Release Management and Configuration Management
Participates in planning sessions related to projects or new technologies, to implementing process improvement within the Service Management area. Documents discussions and agreements. Facilitate gate review, change advisor boards and IT operational meetings.
Establishes liaison relationship with business partners and IT departments in order to provide process solutions to meet user needs.
Assesses process improvements needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advises on options.
Reviews change requests, ensuring that all requests are complete, accurate and follow established processes, policies and procedures.
Facilitates daily operations meetings, weekly Change Advisory Board (CAB) meetings and Post Implementation Review (PIR) meetings.
Assists in the development of user manuals and knowledge databases and assist in user training.
Reviews impact of changes, investigates, resolves and escalates problems.
Monitors and analyzes metrics to ensure customer satisfaction.