Job Title: Process Improvement Manager 3
Job Location: Austin, TX (Hybrid)
Duration: 6+ Month Contract with possibility to extension
Job Description:
Worker will …
- Own the Enterprise Change Management process for Client ITD; defining goals and core requirements of the process; accountable for process adherence, process execution and continual process improvements
- Partner with other process owners to coordinate and facilitate effective processes that Change impacts such as the asset tracking tools, incident tickets, etc.
- Serve as the Client ITD oversight for Change Advisory Board (CAB) meetings
- Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt
- Escalate any Changes which are damaging the quality of the services
- Ensure all Changes comply with process controls
Key Responsibilities:
- Ensure quality of tickets (e.g. that they have agreed to elements)
- Ensure that Change implementation risks are understood in order to increase successful implementation at the first attempt.
- Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholders
- Ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduling
- Oversee and confirm process whereby CAB meeting agenda and notes are captured and issued to participants in a timely manner
- Track implementation progress and report back to all parties
- Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability
- Oversee that Configuration Items (CI) are linked to the Change
- Assist in arbitration of Change queries as needed in partnership with contracted vendor
- Oversee approvals process is working effectively and appropriate approvers are in the workflow
- Oversee change related documentation for quality and consistency
- Oversee the documentation on change tickets and perform quality assurance and assessments for effectiveness
- Ensure all impacted / interested parties are informed throughout the Change lifecycle
- Take personal control of Emergency and Expedited Changes
- Participate in Post Implementation Review meetings (as needed basis)
- Manage any follow-up actions identified from Post Implementation Reviews (as needed basis)
- Create and distribute daily, weekly and ad-hoc reports (as needed and appropriate)
- Conduct training related to this area as needed and appropriate, in partnership with contracted vendors
Minimum Yrs of Experience, Skills, and Qualifications:
- 8+ Must have an understanding of ServiceNow tool, processes, and reporting
- 8+ Acted in a change management capacity in an IT service delivery function
- 8+ Remain calm under pressure; be able to prioritize their work-load and multi-task.
- 8+ Is driven and personally invested in ensuring that participants in the Change
- Management process enable the processes value objectives are met
- 8+ Experience in the use of KPIs to track trends and drive behavior.
- 8+ Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SLA’s
- 8+ Experience with IT Service Management, ITIL practices
Preferred Skills and Qualifications:
- 3 Strong verbal and written communication skills.
- 3 Demonstrated analytical thinker
- 3 Ability to learn subject matter, processes, people and learn how to be effective quickly in a new environment
- 2 Have the ability to quickly establish credibility with the delivery teams (internal and external).
- 4+ Experience with IT Service Management, ITIL practices
- 3+ Acted in a change management capacity in an IT service delivery function
- 1 ITIL Foundations or ITIL Practitioners Certification
