ChangeProblem Manager

Our client is looking for a Change/Problem Manager for a contract role in Lawrenceville GA. The Change/Problem Manager is responsible for the Change and Problem Management practices This role ensures that all changes are managed in a controlled manner including standard changes and emergency maintenance relating to business processes applications and infrastructure. This includes creating change standards and procedures impact assessments prioritization and authorization emergency changes tracking reporting closure and documentation. Additionally this manager is responsible for tracking IT incidents and conducting trend analyses conducting postmortems after major incidents and organizing the appropriate ITS teams to conduct root cause analysis.

Skills:

College diploma or university degree in the field of computer science and/or systems administration or equivalent work experience managing change and problem management practices.

ITIL v4 experience with practitioner certification in change management preferable.

Exceptional knowledge of computer hardware

Significant experience with desktop and server operating systems

Extensive application support experience

Working knowledge of a range of diagnostic utilities

Demonstrated experience with root cause analysis.

Use of change problem and IT service management tools.

Knowledge of deployment and implementation methodologies (Agile EDM infrastructure etc.) of related technical change management experience.

Experience in project management and knowledge of approaches tools and phases of the project lifecycle.

Solid understanding of the software development lifecycle.

Understanding of configuration management principles.

Familiar with controls and audit compliance.

Personal Attributes

Able to exercise independent judgement and act on it.

Excellent analytical and creative problemsolving skills.

Excellent listening writen and oral communication skills.

Highly selfmotivated and directed.

Experience working in a teamoriented collaborative environment.

Solid relationship management and performance management skills.

Ability to motivate and direct sta members and subordinates.

Exceptional interpersonal skills with a focus on listening and questioning skills.

Strong documentation skills.

Inquisitive personality: desire to see the incident management process beyond the immediate resolution of the incident.

Ability to conduct research on a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in userfriendly language to nontechnical sta and end users.

Keen atention to detail.

Proven analytical and problemsolving abilities.

Exceptional customer service orientation.

Experience working in a teamoriented collaborative environment.

Work Conditions

Additional working hours as required.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard mouse or power tools and to handle other computer components.

Responsibilities

Establishes the processes for change and problem management

Ensures that each change follows the complete procedure to ensure minimum disruption to IT services. (The change management practice should be formalized through a managementapproved policy.)

Evaluates all requests for change (RFCs) to determine the impact on business processes and IT services and to assess whether change will adversely a ect the operational environment and introduce unacceptable risk.

Chairs the Change Advisory Board (CAB) and ensures the CAB has the information needed to evaluate changes. This

includes:

Tabling all RFCs for CAB meetings.

Issuing meeting agendas and circulating them to all RFCs to CAB members in advance of meetings to allow prior consideration.

Deciding which CAB members will come to which meetings and who gets specific RFCs depending on the nature of the RFC.

Convening urgent CAB meetings as required.

Authorizes acceptable changes either alone or after a CAB meeting has taken place.

Ensures that changes are logged prioritized categorized assessed authorized planned and scheduled and are introduced in a controlled and coordinated manner.

Liaises with all necessary parties to coordinate change building testing and implementation in accordance with schedules.

Carefully manages emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verifies that emergency changes are appropriately assessed and authorized after the change.

Maintains a tracking and reporting system to document rejected changes communicates the status of approved and in process changes and completes changes.

Makes certain that approved changes are implemented as planned and ensures that they have met their objectives. Refers any changes that have been backed out of and have failed.

Whenever changes are implemented updates the solution and user documentation and the procedures a ected by the change accordingly.

Analyzes change records to determine any trends.

Close RFCs.

Produces regular management reports.

Work with infrastructure and operations teams to ensure that configuration item (CI) changes are entered in the change management database (CMDB).

Lead the problem management work to determine the root cause of IT incidents.