Change Operations Manager

Take2 has proven experience bridging the intersection of technology and people solutions. As a proven, trusted provider for our Federal and commercial clients, we provide the right solutions, at the right time through trusted partnerships, customized to solve our client’s unique business challenges. Take2 invests time, discipline, and rigor into our technology and people solutions, as well as utilizes our proprietary People Cloud. Whether we are bridging the gap between IT talent and our customer’s business challenges, Take2 will work as a partner to best resolve client needs.

Take2 is hiring a Change Operations Manager (COM) in Lemont, Il.  

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 enableapproval 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 5 years’ experience of Change and Problem management

• 5 years documented IT Service experience in an enterprise environment
• Experience with use of ServiceNow or similar ITSM ticketing system
• Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
• Demonstrates understanding of change enablement and change states.
• Demonstrates understanding of ITIL Change Management and problem management processes,

Desired Qualification:

• 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