IT Change Manager

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 Organizations Worldwide Rely On SHI’s Concierge Approach To Help Them Solve What’s Next. But The Heartbeat Of SHI Is Our Employees – All 7,000 Of Them. If You Join Our Team, You’ll Enjoy

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.
  
  

Job Summary

We are seeking a detail oriented and proactive IT Change Manager to play a crucial role in supporting the organization's maturity of the change management processes. The ideal candidate will be responsible for coordinating and facilitating change requests, ensuring compliance with ITIL best practices, and promoting a smooth transition of changes into the production environment. This position reports to the SHI’s Somerset, NJ office location.

Role Description

• Change Request Coordination: Receive and review change requests, ensuring that the requisite information is provided and aligns with established guidelines.
• Assist the Change Manager with building out the core structure (strategy/model) of Change Management from process inception to governance, adoption, and reporting.
• Documentation Management: Leverage ServiceNow to manage and enforce accurate and up-to-date information related to change requests, approvals, and implementation plans. Ensure that all documentation adheres to ITIL standards and is accessible to relevant stakeholders.
• Change Advisory Board (CAB) Support: Assist in the preparation of Change Advisory Board meetings by collating information on proposed changes, presenting change details, and facilitating discussions. Document CAB decisions and ensure proper communication to stakeholders.
• Communication and Stakeholder Engagement: Communicate effectively with IT teams and relevant stakeholders to gather information on proposed changes, share updates, and address queries. Foster positive relationships and promote a collaborative change management culture.
• Risk Assessment and Impact Analysis: Collaborate with technical teams to conduct risk assessments and impact analyses for proposed changes. Assist in identifying potential risks and mitigation strategies to minimize disruptions.
• Change Implementation Support: Work closely with IT teams to coordinate the implementation of approved changes. Ensure that changes are executed according to approved plans and facilitate communication during the implementation process.
• Post-Implementation Review: Participate in post-implementation reviews to assess the success and impact of changes. Gather feedback from stakeholders and contribute to the continuous improvement of change management processes.
• Training and Awareness: Contribute to the development and delivery of training programs for IT staff and stakeholders on change management procedures, tools, and best practices. Promote awareness of the importance of following change management protocols.
• Reporting and Metrics: Utilize ServiceNow reporting capabilities to identify recurring issues related to inaccurate or missing information within change requests.
• Identify trends and implement targeted solutions, such as refining data validation rules or providing additional training to specific user groups.
• Provide insights for continuous improvement based on performance data.
  
  

Behaviors and Competencies

• Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.
• Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
• Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.
• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
• Business Acumen: Can develop and execute business plans to drive growth and profitability.
• Strategic Implementation: Can take ownership of complex strategic initiatives, coordinate cross-functional teams, and ensure successful implementation and outcome.
• Planning: Can take ownership of complex planning initiatives, collaborate with others, and drive efficient execution.
• Initiative: Can proactively seek out challenges, take ownership of complex initiatives, collaborate with others, and drive innovative ideas and results.
• Conflict Resolution: Can resolve complex conflicts and negotiate win-win outcomes.
• Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
• Organization: Can oversee complex projects with multiple moving parts, ensure team alignment with organizational systems, and adapt to changing priorities.
• Self-Motivation: Can take ownership of complex personal or professional initiatives, collaborate with others when necessary, and drive results through self-motivation.
• Time Management: Can manage time effectively, accurately estimate the time required for specific tasks, balance multiple tasks, and help others in improving their time management skills.
• Multi-Tasking: Can take ownership of complex multi-task initiatives, collaborate with others, and drive results.
• Detail-Oriented: Can oversee multiple projects, maintaining a high level of detail orientation, identifying errors or inconsistencies in work, and ensuring accuracy across all tasks.
• Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
  
  

Skill Level Requirements

• Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied - Expert
• Proficiency in overseeing and coordinating multiple related projects, ensuring they align with organizational goals and deliver intended benefits on time and within budget - Expert
• Skilled in providing guidance and mentorship to teams to enhance their performance and support their professional development - Expert
• Proficient in utilizing video conferencing platforms, hosting virtual meetings, managing participant interactions, and troubleshooting common technical issues - Expert
• Familiarity with the operational mechanisms, hierarchical setup, and the overall framework of SHI, enabling effective navigation and utilization of internal processes - Expert
  
  

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required
• 2 years of organization Change Management experience
• Hands-on experience with Change Management CAB process
• Strong understanding of IT service management principles and practices
  
  

Preferred

• ServiceNow certification (e.g., Certified System Administrator, Certified Implementation Specialist)
  
  

The estimated annual pay range for this position is $80,000 - $130,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status