IT Change Management Analyst

POSITION SUMMARY

The IT Change Management Analyst utilizes the ITIL Change Management framework to oversee the delivery of the IT Change Management services within AtlantiCare. The Analyst has the potential to interact with all AIT Staff, AtlantiCare customers and vendors. The IT Change Management analyst is responsible for ensuring that changes to the IT environment deliver a promised product or service with the least disruption to the end users.

The Analyst also recognizes that healthcare is a dynamic environment and demonstrates flexibility by willingly trying new approaches to problem solve, and views change as an opportunity to develop professionally. The Analyst maintains an understanding of ITTL change management and continuously increases knowledge of industry trends and best practices by utilizing journals, publications, textbooks, seminars and training programs as appropriate.

The analyst will also lead and support the Problem Management Process and team.

This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and by demonstrating a commitment to teamwork and cooperation.

QUALIFICATIONS

EDUCATION: High School Diploma required. Bachelor's degree preferred.

LICENSE/CERTIFICATION: Valid Driver's License required. ITIL Certification required within 1 Year from date of hire or transfer.

EXPERIENCE: Experience in the field of change management and Leadership experience in leading application implementations/upgrades within a healthcare environment preferred. Excellent communication (written and verbal), interpersonal and organizational skills required. Experience with Microsoft Office, including Word, Excel, Power Point and Footprints Systems preferred.

PERFORMANCE EXPECTATIONS

• Utilizes the ITIL Change Management framework to oversee the delivery of Change Management services within AtlantiCare.*
• Serves as the Change Management Process Owner, responsible for implementing and overseeing the cross functional performance of the business process.*
• Maintains the integrity of data by developing and reviewing Change Management process methodologies, policies and procedures and ensuring adherence.*
• Works with IT and Business leaders on the progress of Change implementations.*
• Provides Change leadership and guidance to influence adherence to AtlantiCare and IT-specific goals, objectives, and strategic plans.*
• Receives, assesses, and logs Requests for Change (RFC).*
• Prepares Change Advisory Board (CAB) Meeting agendas.*
• Chairs CAB Management meetings.*
• Authorizes Changes in conjunction with other members of the CAB.*
• Maintains the Forward Schedule of Changes (FSC).*
• Monitors progress on the resolution of Known Errors and ensures an RFC is raised, should a Change be needed.*
• Works closely with IT and business users to provide Change Management subject matter knowledge related to the integration, testing and deployment of applications.*
• Produces Management Reports as requested.*
• Provides Change Management orientation, training, and ongoing guidance to all AtlantiCare staff involved in system and application support.*
• Identify opportunities to incorporate cost and time savings when appropriate to the department and organization.
• Demonstrate ingenuity, self-reliance and resourcefulness.
• Able to take needed action with direct instruction.
• Exhibits good planning and organizational skills.*
• Achieves customer satisfaction by meeting change management goals.*
• Responds to requests for information about projects in a timely manner.*
• Provide exceptional quality service and support to customer groups. Follow through on commitments to customers. Tailor the solutions to meet the customers' unique needs. Openly accept customer feedback. Respond to customer request in a timely manner. Work to eliminate barriers that interfere with providing outstanding customer service.
• Manage time to maintain productivity, reorganize work activities when setbacks or changing priorities are encountered and take ownership of responsibilities and goals.
• Adheres to all patient care, departmental standards, policies, procedures, and meet regulatory requirements on a continual basis.
• Supports the delivery and availability of tools to facilitate the change management services that AtlantiCare provides through our community programs.
• Understands and practices the AIT values.*
• Adheres to AtlantiCare and AIT Policies and Procedures.*
• Position may require travel between various locations.*
• Position may require participating in meetings outside of normal business hours including occasional evenings and/or weekends.
• Performs other duties as assigned.*

WORKING CONDITIONS

This position requires balancing, climbing, fingering, grasping, hearing, and kneeling, reaching, reading, seeing, speaking, standing and stooping a majority of the time. The ability to carry, lift, push and pull up to 20 lbs. required. Occasional driving also required.

REPORTING RELATIONSHIP

This position reports to department leadership.

Essential functions for this position are identified by an asterisk *.

The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.