Change Management Analyst

Change Management Analyst

Summary

Csquare is a global data center leader in retail colocation and interconnection services. The company operates a footprint of 80 data centers in markets around the world, providing more than 500MW of power to industries across the globe. Csquare brings proven operational excellence, global scale, flexibility, and customer-focused innovation together to provide a comprehensive portfolio of data center and interconnection solutions.

The Change Management Analyst will have responsibility for the day-to-day processing of incoming changes and assist with problem management activities.  The Change Management Analyst should stay current on active problem management activities and maintain awareness of open problem tickets.

Primary Responsibilities  

• Manage the lifecycle of change tickets using IT Service Management (ITSM) systems, email and internal chat tools.
• Manage the Change Management queues, review incoming requests to ensure all aspects of the change management policy are met prior to approval.
• Weekly creation of change reports for leadership.
• Compile change management statics and reporting to identify trends.
• Follow-up on all out of process changes to ensure accurate closure or rescheduling.
• Conduct Post Implementation Reviews (PIR) on failed changes.
• Chair weekly Change Advisory Board (CAB) meetings for critical and high-risk changes.
• Ensure all change records and CAB meeting minutes are completely documented, maintained and available for review cycles and audit requests.
• Ensure strict change and problem management policy compliance and adherence to meet criteria and standards for all audit controls.
• Work with all areas of the business and employees at all levels to communicate and educate the business regarding the change and problem management processes.
• Work with internal development team to establish and improve on system workflows.
• Focus on Continuous Service Improvement (CSI) efforts to ensure that we are improving operational efficiency on repetitive tasks that can be automated through process and system improvements.
• Participate in the team on-call rotation for 24 x 7 escalations; be flexible with schedule to ensure equal coverage of holidays and time off for all team members.
• Keep team informed of changes in process.
• Other duties, as required by management.

Experience & Qualifications

• BA/BS or equivalent experience.
• 1- to 3-years of experience in ITIL Service Management required.
• Possess a highly confident and self-motivated mindset.
• Strong knowledge of enterprise-class data center operations.
• Strong knowledge IT Service Management ticketing and change systems.
• Ability to work in a global team environment; strong commitment to teamwork.
• Ability to understand technical environments.
• Experience in providing customer service solutions; customer focus is a must.
• Ability to deliver results on multiple projects while working against aggressive timelines.
• Outstanding communication (verbal and written) skills.
• Strong project management, troubleshooting, analytical and organizational skills.
• Excellent computer skills required with good working knowledge of Microsoft Office products.
• Ability to work closely within a team to share knowledge and document status of each change ticket during shift for awareness and visibility.
• Able to take ownership and responsibility for actions and behaviors.

This employer will not sponsor visas

Csquare is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.