ITIL Change Manager

Req ID: [[5066078]]

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a [[ITIL Change Manager]] to join our team in [[Lemont]], [[Illinois]], [[USA]].

Position Overview

The Change Operations Manager (COM) performs day-to-day operational management of the ITIL Change Management process, and Problem Management process. COM will coordinate maintenance weekends, perform reporting, and assist the Change and Release Management Process Owner in process and tool maturity and growth.

Change Operations Manager will be responsible for facilitating change management risk assessments and approval processes for internal changes as well as 3rd party, cloud, and vendor changes. This is inclusive of approval processes which occur online and leading the Change Advisory Board (CAB) Meetings. It will involve collaboration across all levels of IT technical staff and management as it relates to oversight, enforcement and improvements to the change management processes.

Job Duties

• Participates, Coordinates, Manages, and maintains change, and problem management efforts.
• Ensure Request for Change (RFCs) that require technical approval are filled out following the established process.
• The Change Coordinator shall enable approval for all changes, ensure that Configuration Items are related to the RFC and conflict detection has been initiated, Evaluate RFCs to ensure proper categorization and risk classifications.
• Play a pivotal role in building a problem management procedure for the support teams to follow. Responsibilities include, but not limited too, will clearly define the RACI, promote different root cause investigation methodologies, and train support teams on the problem management process & procedures.
• Change Coordinator shall coordinate Emergency changes and assist the change request owner in coordinating implementation and verification tasks, assist in gathering CAB or IT leadership approval for emergency changes, Provide status updates to key stakeholders throughout the emergency change process
• Provide oversite for Change Advisory Board (CAB) operations and leadership to provide weekly oversight of Change Advisory Board meetings, work with the Argonne Change Management process owner on proposed process improvements. Following established CSIP, document process improvements and work with the CAB and ITSM tool support team to implement improvements
• As the SME, provides recommendations and iterative Change and Problem process consulting that includes participation in monthly process meeting, update/create processes, procedures, and knowledge base articles.
• Monitor all change requests for categorization, accuracy, completeness, and required documentation.
• Perform audits to ensure that change implementers are updating change records accurately and in a timely way.
• Provide appropriate training periodically around the Change Management and Problem Management processes as it evolves and improves.
• Ability to understand, apply, and improve/update procedures on a continual basis using ITIL principles.
• Develop, document, maintain, and create standard changes and change templates for client.
• Report weekly, monthly, quarterly, and yearly metrics and change status.
• Conduct post implementation reviews/reports for all changes that are required per process.
• Maintain Dashboards and reports for client.
• Coordinate, plan, and communicate client's 3-5 lab wide maintenance weekend implementation each year.

Required Qualifications:

Argonne is a highly complex environment and as such a minimum level of experience for any position should be equal to or greater than the following:

• Bachelor's degree in computer science, Information Technology, or related field and a minimum of 5 years' experience of Change and Problem management
• Minimum 1-year documented IT Service experience in an enterprise environment
• Minimum 1 year experience with use of ServiceNow or similar ITSM ticketing system
• Minimum 1 year of ITIL Change Management and problem management processes,

Desired Qualification:

• Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
• Demonstrates understanding of change enablement and change states.
• PROSCII, CCMP, or other industry standard Change Management certification preferred
• PMP Certification
• ITIL v4 certification or ability to attain within 6 months of hire date

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.