Change/Configuration Management Consultant

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.
• Promotes an understanding of IT Service Management roles, processes and activities to business units and IT departments.
• Supports and participates in formal reporting related to IT Operations.
• Coordinate with SMEs to gain necessary approvals for requested changes.
• 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.
• Participate in the Change Advisory Board as needed to represent change implementation activities.
• Validate key implementation milestones within changes.
• Analyze the relationship between incidents and implemented changes.

WORK EXPERIENCE:

• Demonstrated years' experience in the IT Service Management field.
• ITILv3 or v4 Certification
• ITIL v3 or v4 Practitioner in Release and Control or Change, Configuration, Release Working knowledge within IT operations and/or Service Management functions.
• Experience with ServiceNow Platform, including creating reports/dashboards and building KPIs.
• Able to Communicate and train users on process changes.
• Providing metrics, KPIs, reports and data to management to assist in decision making.
• Ensure Change Management process, policy, procedures, and training documentation is annually reviewed and updated as needed.
• Ability to work in a high stress environment.

PREFERRED WORK EXPERIENCE:

• ITIL Practitioner or Intermediate Certification
• Experience working with other ITIL processes that interface with Change such as Request, Release, Incident & Problem Management ensuring the process is adhered to across all streams of Service
• Management but also understands how change influences these and other processes.
• Knowledge of Six Sigma/Lean and CoBiT
• Demonstrated of experience in Change/Release Management