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- Continuous Improvement Experience (Lean, Agile), ITSM/ITIL Certified, Project Management Certified, Service Now Development experience, Proficient O365 SharePoint, Power Point, and Excel
- Summary (scope and purpose):
- The Change Control Manager contributes to the integrity of the Our Clients' IT Universe by providing a Change Control framework to be used across all of our clients' IT groups.
- They are responsible for the maintenance of the Change Control module in ServiceNow and the Change Control Process that under SOX compliance.
- This role reports improves Change maturity by defining metrics, reporting on a group’s performance, and making recommendations based on ITIL and ITSM discipline to the Change Advisory Board.
- The Change Control Manager collaborates with Leadership and Project Managers across all business groups and brands providing guidance for IT changes for major business initiatives, making sure the IT changes are in compliance.
- The CCM also manages the Change Control team’s tasks of reviewing change requests for accuracy and impacts, accessing change logs for SOX activities, and attending technical reviews to ensure change readiness and continuous improvement opportunities.
- Ensure the our clients' Change Control processes are used by our clients' IT Groups
- Maintain the Change Control process document for SOX compliance, keeping it up to date with the actual change practices executed across all our clients' branches, documenting any exceptions.
- Maintain Change Control repository documentation including processes, presentations, knowledge base articles, and supporting Change Control Documents.
- Ensure Change Owners, Change Approvers, and Leaders are trained on Change Processes as needed
- Guide Change Control Analysts within the department and company to ensure consistency in process and communication.
- Provide change control consulting services our client's IT groups, our client's PMO’s, and independent Project Teams.
- Coordinate and manage IT change control activities between non-IT business areas and IT Groups when necessary to achieve desired implementation
- Facilitate all CAB, eCAB, CCB board meetings
- Ensure weekly change schedule is reviewed and changes are approved before implementation
- Set annual goals and metrics for Change Control performance improvement.
- Manage Change Advisory Board (CAB), Emergency CAB (eCAB), and Change Control Board (CCB) members.
- Delegates change responsibilities to the Change Control Analyst as needed.
- Maintain job description of the Change Control Analyst.
- Keep the our client's Change Process updated on latest industry trends for change control best practices for process improvements.
- Offer performance improvement guidance to the our client's Change Control Process for approval from the Change Advisory Board.
- Report on trends from analyzed change performance data to various change owners, including guidance on change implementation improvements and recommendations for assessments of a group’s operational processes.
- Update Service Now workflows to reduce bottlenecks in the change control process.
- Ensure our client's Change Control processes and team management aligns with the our client's Core Values
- Manage and provide direction for Change Control Analysts
- Assess the change impact of large IT in initiatives: Conduct impact analyses for risk and scheduling, assess change readiness, and identify key stakeholders
- Support and engage senior leaders
- Ensure Change Control activities are included into major/large project plans
- Track and report Change Control performance issues
- Support IT Change Control at the organizational level
- Produces regular management reports
- Conduct and maintain stakeholder analysis artifacts
- Maintains change calendar
- Facilitate all CAB, eCAB, CCB board meetings
- Issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration
- Escalate change conversations when scheduling conflicts arise
- Provide guidance on change readiness to IT Group Change Owners
- Change Control Manager Job Description
- Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
- Review all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failed
- Analyze change records for trends