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Position: IT Service Delivery Change Manager | Process Improvement Manager
Location: Austin, TX - Hybrid
Duration: 12 Months
Job Description:
Worker will do:
Years Skills/Experience:
Position: IT Service Delivery Change Manager | Process Improvement Manager
Location: Austin, TX - Hybrid
Duration: 12 Months
Job Description:
Worker will do:
- Own the Enterprise Change Management process for TxDOT 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 TxDOT 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.
- 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 vendor.
Years Skills/Experience:
- Must have an understanding of ServiceNow tool, processes, and reporting.
- Acted in a change management capacity in an IT service delivery function.
- Remain calm under pressure; be able to prioritize their work-load and multi-task.
- Is driven and personally invested in ensuring that participants in the Change Management process enable the processes value objectives are met.
- Experience in the use of KPIs to track trends and drive behavior.
- Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SLA’s.
- Experience with IT Service Management, ITIL practices.
- Strong verbal and written communication skills.
- Demonstrated analytical thinker.
- Ability to learn subject matter, processes, people and learn how to be effective quickly in a new environment.
- Have the ability to quickly establish credibility with the delivery teams (internal and external).
- Experience with IT Service Management, ITIL practices.
- Acted in a change management capacity in an IT service delivery function.
- ITIL Foundations or ITIL Practitioners Certification.