Change Management Analyst

SUMMARY

Our client in Miami is looking to hire a Change Management Analyst who will be responsible for assessing change management processes as it pertains to ensuring the accuracy of the change requests following SDLC industry best practices, company practices and meeting regulatory compliances. This role works closely with Infrastructure, Desktop Support, Application, IT Security, IT validation and other IT Service Management process owners.

RESPONSIBILITIES

• Works with Change Manager to improve the change processes and update SOPs and training PPTs.
• Assists Change Manager in assessing change requests for CAB review.
• Escalates to Asset and Configuration Manager on unauthorized changes or alterations to environment not reflected in CMDB.
• Supports effective use of change management by support groups and other processes.
• Runs KPI reports for different change states.
• Closes change request tickets, verifying no open CTASKs.
• Creates CTASKs for CMDB updates.
• Works with other ITSM processes to understand new requirements and identify how Change Management can support them.

QUALIFICATIONS

• Knowledge of IT Change Management process.
• Knowledge of ServiceNow Change type workflows.
• Familiar with ServiceNow Change module and its impact to other ServiceNow modules including CMDB
• Familiar with the release or bug fix processes that lead to change requests.
• Familiar with the IT infrastructure and business technologies used to deliver services to the business.
• Knowledge and experience with managing and maintaining the data concerning all configuration items in applications and IT infrastructure through change requests.
• Ability to generate and analyze change data and generate reports to validate accuracy, completeness and answer the needs of consuming ITSM processes.
• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.

EDUCATION AND EXPERIENCE

• Associate degree from an accredited college or university in Computer Science, Information Systems, or related equivalent IT field preferred.
• ITIL Foundation certification preferred.
• 4 to 5 years of experience working with change management.
• 2 to 3 years of experience in regulatory environment
• Cross-functional experience working in multiple divisions that may be similarly regulated.