Change Manager - Fort worth-TX ( HYBRID)

Hi,

Our client is looing for an Incident/ Change Manager.

Role: Incident/ Change Manager

Salary: Upto $120k

Location:Fort Worth, TX

Type: Hybrid

Analyzes data, produces metrics and provides results to leadership. This role manages Infrastructure (Server), Network (Telecom), and Application Change Requests, reviews requests for Quality, Impact and Risk, coordinates with implementers to review change requests and conduct impact analyses, assess change readiness and identify key stakeholders then gathers information to minimize System Unavailability. Day to day activities include reviewing records for data integrity and conducting quality reporting, coordinating release schedules for contention and performing quality checks and runs metrics for Key Performance Indicators. Assists the Change Manager in creating processes for change and release management. The ideal candidate will be self-motivated, customer service oriented and detail oriented with analytics.

The Major Incident Analyst is responsible for all aspects of the Incident Management (IM) process while working as part of a team to restore service as quickly as possible during a Major Incident. Specifically, the Major Incident Analyst will manage the IM processes during Major Incidents, which includes driving technical teams towards resolution, communicating status, and working to capture lessons learned for Post Incident Review. The Major Incident Analyst may conduct, facilitate or participate in Root Cause Analysis and Critical Process Reviews as part of a role in Problem Management (PM).

Skills and qualifications

• A solid understanding of the ITIL change process
• Experience and knowledge of change management principles, methodologies and tools
• Exceptional communication skills, both written and verbal
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable to Business Needs; able to work in ambiguous situations
• Resilient and tenacious with a propensity to persevere
• Forward looking with a holistic approach
• Organized with a natural inclination for planning strategy and tactics
• Problem solving and root cause identification skills
• Able to work effectively at all levels in an organization
• Must be a team player and able to work collaboratively with and through others
• Acute business acumen and understanding of organizational issues and challenges
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Experience with large-scale organizational change efforts
• Demonstrated handling pressure in critical/difficult circumstances

Desired Skills and qualifications

• In-depth understanding of multiple Service Management disciplines (Incident, Problem, Change, Configuration, Knowledge, Request) with a focus on Change management.
• Experience in developing, engineering and improving IT Service Management processes.
• Experience in creating, managing and maintaining process diagrams and process definition documents.
• Experience in gathering and analyzing requirements to improve existing processes.
• Experience in defining process metrics and KPIs.
• Service Management Reporting experience.
• Creation of Dashboards and associated analytics.
• Incident/Change/Problem analysis and trending experience.
• ITIL Foundation Certification (or Higher)
• Use of Service Management Platform. (ServiceNow, BMC/Remedy)
• Strong business background (working in a company of similar scale)
• Ability to work in dynamic environment with changing priorities
• High energy, innovative individual who is motivated by challenging assignments
• Excellent communication skills, interpersonal, oral, and written
• Effective at managing multiple issues with conflicting priorities under tight deadlines
• High attention to detail and accuracy
• Strong analytical, organizational, and problem-solving skills
• Ability to work well within a team to learn and share knowledge
• Strong customer service orientation, with the ability to communicate technical issues to non-technical customer

Qualifications:

• Working knowledge of IT Infrastructure, Architecture, and/or DevOps
• Strong expertise in oral and written communications, including training and presenting to small and large audience
• Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops
• Ability to facilitate constructive and professional debate, and gain compromise and consensus
• High level understanding of various technologies
• Working knowledge of ITSM tools, reporting and relational database systems
• Strong influencing and relationship management skills.
• Ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• Ability to quickly adapt to new technologies and changing business requirements.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.