IT Change and Problem Manager

The IT Change and Problem Manager will lead the adoption and delivery of change and problem management practices based on ITIL service support principles. They will coordinate the implementation of changes to production services, identify bottlenecks, and lead the implementation of service improvement processes.

Requirements

• 5+ years of experience managing IT service management practices, including incident management, change enablement, and problem management
• 3+ years of experience with IT service management systems, including ServiceNow
• Experience reporting on key performance and quality indicators for change enablement and problem management
• Experience with in-depth investigations into IT problems and carrying out risk and impact assessments for IT infrastructure changes
• Experience with tracking problems and collaboration with cross functional teams to solve for root cause analysis
• Experience in developing training documentation and performance support
• Experience in facilitating and coordinating Change Advisory Boards and reporting out trends and analysis to upper management
• Ability to communicate necessary initiatives across IT departments
• HS diploma or GED

Benefits

• health, life, disability, financial, and retirement benefits
• paid leave, professional development, tuition assistance, work-life programs, and dependent care
• recognition awards program