Support Analyst – ITIL Change ManagementThis role is a combination of operational and strategic responsibilities for ITL Service Design and Transition processes. From an operational perspective, the primary responsibility is managing IT Change Management. This requires providing daily support to our Change Management Process, govern the process and define improvement opportunities within the Change Management space.
Critical to this role is the understanding user/business impact in a complex environment. On the strategic side, the duties comprise of overseeing ITIL Service Design and Transition processes and striving to mature them through Kaizen or continuous improvement working practices.Key Responsibilities (Essential Duties and Functions)Continuous improvement of overall Change Management process and communications.Collaborating with IT teams on improving our Change Management Processes.Act as point of escalation for customer for all IT changes, providing support teams with the tools they need to submit, update, approve and implement as quickly as possibleFacilitate support teams' execution of Change Management techniquesEnhance Change Management functions across the enterpriseProvide guidance and assistance in classifying changes & in identifying risks to the environmentLead weekly CAB meetingsManage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI processConduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposureDocument modifications to processProvide training and guidanceGenerate regularly scheduled reportingQualificationsStrong ITIL process management experience, specifically focused on Change Management; ITIL Foundation certifiedFamiliarity with all other ITIL processesProficiency in MS Visio, Word, ExcelSOP writing/creationStrong relationship building/interpersonal skillsExperience in documenting processes for Technical/IT related functionsGood research & analysis skillsGood interpersonal, communication and presentation skillsGood organizational skills plus the ability to motivate people across the organization to provide solutionsPrevious experience working in a large organizationExperience with current Change Management methodologiesExperience with ServiceNowAgile / Scrum developmentBusiness Requirements gatheringProcess mappingReporting analyticsFamiliarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only)Decision maker with an operationally-focused outlookAdditional InformationAll qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.