Change Management/ServiceNow

We are looking for a Change Management/ServiceNow based in Austin, Texas. This role requires on-site presence 4–5 days per week. The program will only accept LOCAL candidates for this position.

• Own the Enterprise Change Management process for the client, 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 impact, such as asset tracking tools and incident tickets.
• Serve as the client's oversight for Change Advisory Board (CAB) meetings
• Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation on the first attempt
• Escalate any changes that are damaging the quality of the services
• Ensure all Changes comply with process controls

Key responsibilities

• :Ensure quality of tickets (e.g. that they have agreed to elements
• )Ensure that Change implementation risks are understood 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 stakeholder
• sEnsure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate schedulin
• gOversee and confirm the process whereby the CAB meeting agenda and notes are captured and issued to participants in a timely manne
• rTrack implementation progress and report back to all partie
• sEnsure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availabilit
• yOversee that Configuration Items (CI) are linked to the Chang
• eAssist in the arbitration of Change queries as needed in partnership with the contracted vendo
• rOversee the approvals process is working effectively, and appropriate approvers are in the workflo
• wOversee change-related documentation for quality and consistenc
• yOversee the documentation on change tickets and perform quality assurance and assessments for effectivenes
• sEnsure all impacted / interested parties are informed throughout the Change lifecycl
• eTake personal control of Emergency and Expedited Change
• sParticipating in Post Implementation Review meetings (on a need-to basis
• )Manage any follow-up actions identified from Post Implementation Reviews (on a need-to 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 the contracted vendo

rWorker will

• :Own the Enterprise Change Management process; defining goals and core requirements of the process; accountable for process adherence, process execution, and continual process improvement
• sPartner with other process owners to coordinate and facilitate effective processes that change impact, such as the asset tracking tools, incident tickets, etc
• .Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attemp
• tEscalate any changes that are damaging the quality of the service
• sEnsure all Changes comply with process control

s

Key responsibilitie

• s:Ensure quality of tickets (e.g. that they have agreed to element
• s)Ensure that Change implementation risks are understood in order to increase successful implementation on the first attemp
• t.Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholde
• rsEnsure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduli
• ngOversee and confirm the process whereby the CAB meeting agenda and notes are captured and issued to participants in a timely mann
• erTrack implementation progress and report back to all parti
• esEnsure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availabili
• tyOversee that Configuration Items (CI) are linked to the Chan
• geAssist in the arbitration of Change queries as needed in partnership with the contracted vend
• orOversee the approvals process is working effectively and appropriate approvers are in the workfl
• owOversee change-related documentation for quality and consisten
• cyOversee the documentation on change tickets and perform quality assurance and assessments for effectivene
• ssEnsure all impacted / interested parties are informed throughout the Change lifecyc
• leTake personal control of Emergency and Expedited Chang
• esParticipate in Post Implementation Review meetings (on a need-to basi
• s)Manage any follow-up actions identified from Post Implementation Reviews (on a need-to basi
• s)Create and distribute daily, weekly, and ad-hoc reports (as needed and appropriat
• e)Conduct training related to this area as needed and appropriate, in partnership with the contracted vend

or

Minimum Yrs of Experience, Skills, and Qualificati

o

ns Years Skills/Experie

nc

e8+Must understand the ServiceNow tool, processes, and report

in

g8+Acted in a change management capacity in an IT service delivery funct

io

n8+Remain calm under pressure; prioritize their workload and multita

sk

.8+Is driven and personally invested in ensuring that participants in the Change Management process enable the processes to value the objectives that are

me

t8+Experience in the use of KPIs to track trends and drive behavi

or

.8+Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SL

A’

s8+Experience with IT Service Management, ITIL practi

ces

Preferred Skills and Qualificat

i

ons3Strong verbal and written communication ski

l

ls.3Demonstrated analytical thi

n

ker3Ability to learn subject matter, processes, and people, and learn how to be effective quickly in a new environ

m

ent2Can quickly establish credibility with the delivery teams (internal and extern

al

).4+Experience with IT Service Management, ITIL pract

ic

es3+Acted in a change management capacity in an IT service delivery func

t

ion1ITIL Foundations or ITIL Practitioners Certifica

tion