IT Change Manager (ServiceNow, GRC)

Atlanta, GA 30328 | Direct Hire

Post Date: 06/28/2018 Job ID: 50394 Industry: Change Management

IT Change Manager (ServiceNow, GRC)


The Manager of IT Change Management Administrator is responsible for establishing and sustaining high level performance of analyzing, validating, and centrally controlling IT system changes across the enterprise in a manner that minimizes risk to business operations as well as the resulting integrity of company financial reporting and SOX requirements. This corporate lead role also oversees the replication and ongoing compliance of the corporate change management responsibilities and supporting tools across international company business units.

The Change Manger ensures that the appropriate stakeholders and IT leaders across the organization are engaged and productive in the change management process on a regular basis and fosters collaborative relationships and an environment conducive for reviewing and validating official requests for system changes, including business testing and approvals as required.

The focus of this role is to also conduct ongoing continuous improvement efforts to build upon the current methodology, business processes and supporting tools which provide the effectiveness and timely management of ongoing IT system change requests.

While the Change Management Specialist does not have direct supervisory responsibility, this person will work with many others in the organization to succeed. The Change Management Specialist will act as a coach for senior leaders and executives in helping them fulfill the role of change sponsor. The Change Management Specialist may also provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions. The Change Management Specialist will also support project teams in integrating change management activities into their project plans.

  • Collaborate closely with the IT leadership, and the IT Program Management Office to ensure that new projects and systems are identified, scoped, categorized, and setup for change control intake prior to production environment
  • Establish and monitor effective change management performance reporting to demonstrate success and minimize the potential for negative-impact to business systems and resulting business operations
  • Establish and maintain categorization methods for change request types to streamline and optimize the change management process while reducing risk (balance risk versus process/costs)
  • Directly assess, analyze, verify, and approve all system change requests for entire enterprise including infrastructure and application development environments
  • Report out on monthly, quarterly, and annual change management performance reporting to IT leadership and CIO
  • Assist change requestors in identifying business justification for system changes
  • Record and assess impact, benefit, and risk of requested changes
  • Facilitate multiple, weekly operational change request review meetings across teams of 30-50 stakeholders and IT leaders and record ultimate approval of each change request that meets policy and procedure criteria
  • Ensure that change requestors closely monitor propagated changes after implementation to quickly identify and report on any potential for negative impact, including contingency and back-out planning
  • Maintain and promote ongoing user training related to change management including the supporting Change Management Control Systems
  • Create and continuously improve and update key policies, procedures and work instructions and consistent with MS Operations Framework best practices to ensure a consistent operating environment
  • Facilitate post implementation review meetings with IT leads including effectiveness of changes
  • Discuss all Service Level Agreement items and Help/Service Desk process adherence with IT management personnel in infrastructure and support capacities
  • Make process recommendations to IT management personnel enterprise wide regarding operational efficiencies and business continuity concerns
  • Provide backup coverage to IT Service Delivery Manager as needed during their business or personal time out of office to review and respond timely to IT service requests and incidents and escalations, and supervision of staff
  • The IT Service Delivery Manager also provides cross-support for the IT Change Manager during their business or personal time out of office as required

  • 7 + years of experience in a change management position
  • 5 + years of experience as a technical department manager or project leader or manager
  • 5 + years of experience working in a public company, preferably a manufacturing company
  • 2 + years of experience either in a Service Delivery Manager or Service Delivery support role
  • Bachelor’ s degree in information systems or business related disciplines desired
  • Information Technology Infrastructure Library (ITIL) foundations or certification
  • Leadership, management training or certification

  • Configuration Management Database (CMDB) experience
  • Business Service Management (BSM) experience
  • Business Process Innovation (BPI) experience
  • Understanding of Service Level Agreements (SLA) and Operating Level Agreements (OLA)
  • Certified Information Systems Auditor (CISA)
  • Understanding of Sarbanes Oxley requirements
  • ERP experience (SAP preferred)
  • Superior verbal and written communication skills a must
  • “ Customer”-centric attitude important to position success
  • Group motivation and discipline
  • Understanding of computer, server, and network devices and relationships
  • Lean, Six Sigma experience and/or certification
  • System reporting solutions user experience a plus (SQL svcs, Crystal, BI/BW etc)

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