ITSM Change Manager

Our client is seeking an ITSM Change Manager for their Scottsdale location. This is a full-time contract role with a hybrid schedule (2 days remote).

Contract Duration: 9 months

Required Skills & Experience

• This position requires a minimum of three years of technical experience in Information Technology.
• Three or more years supporting, leading, and/or adhering to Change Management.
• Minimum one year experience in Incident Management.
• Minimum one year experience in Release Management.
• Two or more years of knowledge and experience with ServiceNow.
• ITIL Foundations Certification required.
• Excellent written and verbal communication skills, including process documentation.
• Strong analytical skillset required.
• Ability to work independently and in a team is vital.
• Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
• This position requires a high school diploma or GED.

Desired Skills & Experience

• Bachelor's degree preferred

Daily Responsibilities

• Conduct change management review meeting twice weekly
• Chair daily Operational review of changes
• Publish communication for potential customer impacting changes
• Track past due change tasks
• Ensure changes comply to standards
• Develop and document procedures and training material for Change Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
• Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
• As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
• Participate in requirements gathering for enhancements to processes or new features/functionality through the use of the ITSM software product.
• Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively participate in UAT testing.
• Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes, ensuring their needs are met.
• Support, promote and ensure consistent alignment to IT standards, processes, and tools'
• Provide on-call support for change management and rotational for incident management.
• Provide backup support for Release Management.