Job Description:
The Incident, Problem & Change Analyst on the Change Management Team plays a crucial role in guiding the organization through IT transformation at CLIENT by managing the impact, risk, and communication of IT change activities. Additionally, they are considered the Process Owner for the Change Management, Operational Readiness, and AVS Administration workstreams at CLIENT.
Key Responsibilities:
Change Impact Assessment - evaluates how Changes affect CLIENT processes, systems, operations, and people
Change Management Planning - develops strategies for communication, training, and support of CLIENT I.T. Change Management (CM) process and guidelines (process/workstream/Standards owner of CM)
Risk and Issue Management - works with subject-matter-experts and stakeholders to identify and mitigate risks in Change initiatives
Stakeholder Engagement - engages stakeholders for feedback and ensures buy-in (includes all levels of management) during assessment of Change Requests
Communication Management - creates and disseminates communication materials such as meeting notifications/agenda, meeting notes/minutes and general organizational communications
Training Coordination - develops, plans, and conducts training sessions in support of Change Management process and tool usage (i.e., Service Management Center/ServiceNow)
Change Reporting - develops reports/dashboards, tracks and reports on Change progress using metrics
CAB Management - plans, coordinates, and facilitates Change Advisory Board (CAB) meetings to ensure planned Change Requests are following Change process and guidelines (provides final approval on moderate/high risk and emergency Change Requests)
Process Improvement - works closely with end-users and Incident/Problem Management Team to identify correctable trends and improves Change Management processes and end-user behavior (e.g. Incidents caused by Change)
Project Management - guides, facilitates, and tracks Operational Readiness (OR) requirement fulfillment as a pre-requisite for product/system implementation/deployment (process/workstream/Standards owner of OR)
Configuration Item Administration - manages Application Visibility System (AVS) process and tracks compliance of application-level configuration items [inventory of CLIENT applications/systems] (process/workstream/Standards owner of AVS/SMC)
Incident, Problem & Knowledge Management - process and workflow knowledge of I.T. Service Management (ITSM) workstreams
Skills & Qualifications:
- Strong analytical, communication, negotiation and problem-solving skills
- Proficiency in I.T. Change Management / ITIL and other ITSM methodologies (i.e., Incident, Problem & Knowledge Mgt)
- Experience in planning and conducting meetings
- Ability to adapt and manage multiple priorities (mix of routine and ad-hoc priority tasks)
- Ability to communicate with ITSM end-users including vendors and all levels of management
IPC Analyst Planned Hours Weekly [see below]
| | IPC Analyst #1 | IPC Analyst #2 | IPC Analyst #3 | IPC Analyst #4 | IPC Analyst #5 |
| | | | | | |
CAB Meeting Prep | 15 | 15 | 15 | | |
CAB Meeting Facilitation | 3 | 3 | 3 | | |
Daily Team Checkpoint Mtgs | 5 | 5 | 5 | 5 | 5 |
Daily Team Checkpoint Mtg Prep | 1 | 1 | 1 | 1 | 1 |
Emergency Change Assessment | 3 | 3 | 3 | 3 | 3 |
Hotline Calls / IM (business day) | 3 | 3 | 3 | 1 | 1 |
Change Compliance Follow-up | 4 | 4 | 4 | | |
SMC User Guidance | 2 | 2 | 2 | 3 | 5 |
AVS Administration | 2 | 2 | 2 | 2 | 2 |
OR Facilitation | 2 | 2 | 2 | 25 | 5 |
SMC Scrum & Planning Meetings | | | | | 4 |
SMC Project & UserStory Meetings | | | | | 4 |
SMC Development & Maintenance | | | | | 10 |
Planned Hours per Week | 40 | 40 | 40 | 40 | 40 |
The Incident, Problem & Change Analyst on the Change Management Team plays a crucial role in guiding the organization through IT transformation at CLIENT by managing the impact, risk, and communication of IT change activities. Additionally, they are considered the Process Owner for the Change Management, Operational Readiness, and AVS Administration workstreams at CLIENT.ThThe Incident, Problem & Change Analyst on the Change Management Team plays a crucial role in guiding the organization through IT transformation at CLIENT by managing the impact, risk, and communication of IT change activities. Additionally, they are considered the Process Owner for the Change Management, Operational Readiness, and AVS Administration workstreams at CLIENT.e Incident, Problem & Change Analyst on the Change Management Team plays a crucial role in guiding the organization through IT transformation at CLIENT by managing the impact, risk, and communication of IT change activities. Additionally, they are considered the Process Owner for the Change Management, Operational Readiness, and AVS Administration workstreams at CLIENT.
Skill/Experience/Education
Mandatory Skills- Strong analytical, communication, negotiation and problem-solving skills - Proficiency in I.T. Change Management / ITIL and other ITSM methodologies (i.e., Incident, Problem & Knowledge Mgt) - Experience in planning and conducting meetings - Ability to adapt and manage multiple priorities (mix of routine and ad-hoc priority tasks) - Ability to communicate with ITSM end-users including vendors and all levels of management
Desired Skills- Strong analytical, communication, negotiation and problem-solving skills
- Proficiency in I.T. Change Management / ITIL and other ITSM methodologies (i.e., Incident, Problem & Knowledge Mgt)
- Experience in planning and conducting meetings
- Ability to adapt and manage multiple priorities (mix of routine and ad-hoc priority tasks)
- Ability to communicate with ITSM end-users including vendors and all levels of management
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