ITIL Change Manager

Req ID: 309027 

NTT DATA 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 Chicago, Illinois (US-IL), United States (US).

Position Overview  

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

Change  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 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.
• 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 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 process 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.

• Job Location is On-Site, in Lemont, IL

Basic Qualifications:

• Minimum 5 years of experience of Change Management.
• Minimum 1 year of documented IT Service experience in an enterprise environment.
• Minimum 1 year of experience with use of ServiceNow or similar ITSM ticketing system.
• Minimum 1 year of ITIL Change Management and problem management processes.
• Bachelor’s degree in computer science, Information Technology, or related field.
• Must be a U.S. Citizen.
• Must be able to obtain a Public Trust clearance.

Preferred Qualifications:

• 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

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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