Change and Release Management Analyst

The Change & Release Management Analyst is a key individual on the ITSM Operations team. This position is responsible for the day to management of the Change Advisory Board (CAB). The position will also be responsible for managing the IT change request process and ensuring changes are made efficiently with accordance to ITIL/ITSM best practice. An effective change coordinator allows IT changes to be moved quickly to the production environment with minimal risk to the organization, and must be experienced in enforcing for change policy. The coordinator will also help recommend process efficiencies to improve the Change practice within Inspire’s Shared Services environment.

The role will report directly to the Manager of Incident and Problem Management.

RESPONSIBILITIES

• Enforce and ensure change requests are compliant with approved change policy and procedure.
• Manage the Day-to-Day operations of the Change Advisory Board (CAB) which includes, scheduling and meeting planning, venue reservation, setting agendas, and communicating approved changes.
• Provide individualized instruction for IT staff and contractors on the Change Management key process areas, associated templates and procedures.
• Ensure Change Request are updated and closed in a timely manner.
• Review Change progress, including any actions to correct problems and/or opportunities to improve service quality.
• Point of contact for IT staff and contactors on any process or tool questions and clarifications.
• Identify opportunities to (continuously) improve to ensure the process and tools are effective and efficient.
• Support the management of the Configuration Management Database (CMDB) and collaborate with the ITSM Operations Team on all CI exceptions and data discrepancies.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4 Year Degree in Computer Science, Information Systems, or related field
• ITIL Certification or relevant experience
• ServiceNow Certification or relevant tool experience
• A minimum of 6 years' experience in a medium to large-sized enterprise environment
• 3 years’ experience with running Change and Release management practice
• 3 years in-depth experience defining, implementing, and improving ITSM processes.
• 3 years of experience in administering change management in ServiceNow
• 3 years of experience in IT Service Management process design focused on Change and Release Management

KNOWLEDGE, SKILLS AND ABILITIES

• Thorough understanding of ITIL/ITSM Change and Release Lifecycle
• Experience with communicating professionally with customers and senior leadership, verbal and written
• Experience with service management software such as Service Now
• Experience with IT SOX / Audit in relations to IT Change Management
• Process design expertise and process excellence focused
• Understand of change and release management in an Agile development environment
• Ability to influence others at all levels of an organization with proven leadership skills
• Able to commit to working non-standard hours on occasion.
• Able to perform high-stress situations

 

Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.