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Role location: Hybrid (three days in-office, two days virtual)

What You Will Be Doing
The Change Management Analyst II is responsible for review and approval of change for applications, services, and infrastructure of medium complexity. This role may assist in establishment of simple quantitative measurements and metrics relating to change activity. Additionally, may be involved with establishing change management standards relating to product release and/or infrastructure maintenance. Works with little supervision or guidance on non-complex projects to learn through experience. Other duties may include:

• Works with infrastructure and application change owners to ensure all requests for change are executed according to defined policy and process so that change is introduced with minimal disruption to the business and meets internal, regulatory, and third-party audit requirements.

• Coordinates, convenes, and facilitates Change Advisory Boards and Emergency Change Advisory Boards (CABs and ECABs) containing both internal staff and customers.

• Maintains a calendar of approved and agreed upon product and infrastructure maintenance schedules.

• Reviews completeness and quality of change information entered into the change management system and works with change raisers to correct deficiencies.

• Reviews and follows up on non-compliant change as well as change that occurred outside the defined processes.

• Works with all parties to resolve change related scheduling conflicts according to established practices.

• Provides assistance in the coordination and control efforts of extremely large and complex global projects and initiatives.

• Employs multiple channels to effectively communicate change to the organization.

• Demonstrates an overall understanding and knowledge of the supported applications and production environment.

• Holds Post Implementation review meetings to identify lessons learnt with failed change and change with issues.

• Enforce, support, and maintain ITSM governance for Service and Incident Management as needed

• Act as point of contact in raising service requests, incident ticket and change requests for the organization.

• Helps prepare and track KPIs for the organization following defined SLAs.

• Act as secondary point person for the organization when Service Delivery Manager is engaged or unavailable.

What You Bring

• Considerable knowledge of change and release management principles, procedures and techniques.

• Knowledge of ITSM principles and experience applying service management practices in operational environments.

• Proficiency in Microsoft Office Suite and Power BI for data analysis and reporting.

• Hands-on experience with ServiceNow or other ITSM tools for ticketing and workflow management.

• Ability to prepare and manage data sets for reporting on service tickets and performance metrics.

• Strong communication skills for effective coordination and discussions with internal teams and external stakeholders.

• Ability to apply analysis and creative thinking when solving problems and conflict.

• Bachelor’s degree in information systems or computer science or the equivalent combination of education, training, or work experience.

What We Offer You

• A competitive salary and benefits.

• A variety of career development tools, resources, and opportunities.

• A fantastic range of benefits designed to help support your lifestyle and wellbeing.

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