Organizational Area: Information Technology Services- Shared Technology Services
Location: Oakland, CA
Posting Salary: salary commensurate with experience
Position Summary: Technical leader with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues / problems without precedent and / or structure. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy.
Applies advanced business process and analysis concepts and organizational objectives to resolve highly complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Selects methods, techniques and evaluation criteria to obtain results.
Special Conditions of Employment: Successful completion of background check required
Other Special Conditions of Employment: Successful completion of background check required
Job Close Date: $CloseDate
Assess and analyze detailed information provided in a Request For Change (RFC) Evaluate the impact and risk to the client's infrastructure. Customer support to resolve customer Change Management issues Review RFCs to ensure CMDB CI is deployed in production environment Coordination in conjunction with Release management of roll-outs, approvals, task assignments, and communication Coordination in conjunction with Project Management Office for communications regarding major project implementations. Coordination in conjunction with Configuration Process Owner to maintain accuracy and quality of CMDB Data Support SACM analyst in regular housekeeping and audit reporting of the CMDB Maintenance of the Change Schedule including analysis to insure there are no conflicts with other changes in the IT environment. Education and clarification for process customers regarding policy, process and procedures Maintenance of process documentation including updates and modifications based on changes in the Technology Services organization, systems, policy, or complimenting processes (Incident, Configuration, Release, Problem management). Creation and maintenance of Change Management policy, process, and procedure documentation. Facilitate meetings between change requestors to assist in the resolution of conflicts. Undertake and assist with training of users of Change, Release, Problem and Configuration management processes and other communications in order to ensure that all stakeholders have a clear understanding of the processes and how these relate to their roles.
Assist Change Manager in facilitating Change Committee and Change Advisory Board meeting. Agenda preparation, issue follow up, communications and coordination as part of meeting cycle. Pre-meeting and post-meeting report creation and distribution
Change Committee / Change Advisory:
Responsible for quality control per change policies and procedures to meet documented Change Management control requirements Retrieval and generation of metrics for both management and audit response.
Provide expert level direction to change analysts in the course of Change Management process administration.
Controls and Compliance:
Education/Experience: Bachelor's degree in the field of computer science, information systems and/or equivalent combination of education and work experience.
At least 3-5 years of experience working in a Change Analyst or Manager capacity.
Knowledge/Skills: Advanced knowledge and experience working in a Change Analyst or Manager capacity.
Requires thorough knowledge of ITIL Change, Problem and Incident Management concepts.
Solid understanding of Configuration Management best practices and principles with hands on experience with a CMDB solution such as Service Now, BMC, etc.
Excellent communications skills; both written and verbal as demonstrated by the ability to communicate clearly and logically across the organization.
Ability to take detailed notes as well as disseminate them in a clear and concise manner to all participants that need to be kept informed.
Interpersonal skills and initiative demonstrated by ability to establish and maintain professional and effective working relationships with clients and ITS teams, responding positively and proactively as required.
Experience working with auditors to provide evidence of compliance with Change Management policies.
The ability to establish effective working relationships; to build collaborative partnerships with customers and cross-functional business partners.
Self-motivated with the ability to work independently and as part of a team.
Able to learn processes/procedures and meet deadlines.
Ability to write technical documentation in a clear and concise manner.
Previous experience with ServiceNow (Change, Problem, Configuration, and Incident) application preferred.
Previous experience with the Cloud-Hosted, Cloud-Managed Services such as Oracle Managed Cloud Service, Amazon Web Services, etc.
Project Management skills will be helpful to successfully handle quickly changing priorities.
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