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Sr. Analyst, IT Change

Chicago, IL
Salary Range : $0

Sr. Analyst, IT Change

As a Senior Analyst, IT Change, your responsibilities will include:

Strategic Planning (30%)

Design the Change Management process based on the ITIL framework, to align with the company’s maturity level, soliciting input from other Process Owners and IT Service Operations Process Managers

  • Design incident models and workflows
  • Identify, review and prioritize opportunities for process improvement, for inclusion in the Continual Service Improvement
  • Provide business requirements for the system/tools and interfaces that underpin the Change Management process.

Technical Functions (25%)

  • Act as a subject matter expert, providing customers with process & tool guidance when submitting changes
  • Define the appropriate policies and standards to be employed throughout the process
  • Quality-checking newly raised changes and conduct post-implementation reviews for failed, unauthorized & backed out change
  • Validating the eligibility of change, implementation steps, applicable risk mitigations, backout plans, and planned schedule
  • Ensure that all process activities are carried out as required through the change / process lifecycle Managing and distributing CAB agendas

Logistical Functions (25%)

  • Coordinate interfaces between Change Management and other ITSM processes (through the other Process Owners)
  • Provide individualized instruction for IT staff and contractors on the Change Management process, associated templates and procedures.
  • Periodic audits of the process to ensure compliance with policy and standards
  • Work with Service Owners and other Process Managers to ensure overall service quality
  • Monitor the efficiency and effectiveness of the Change Management process
  • Facilitating emergency change approval

Team & Leadership Functions (20%)

  • Chairing change advisory board (CAB) meetings for specific change / update projects
  • Accountable for the organization meeting the Change Management process Key Performance Indicators (KPIs) and metrics

Qualified Candidates Will Have

  • Bachelors degree OR Associate’s Degree with 4 years of Experience
  • Equivalent work experience of 8 years will be considered in lieu of degree
  • ITIL v3 or v4 certification preferred
  • 5 years proven experience in the area of Change Management
  • 3 years managing one or more enterprise level CABs
  • 2 years using ServiceNow or equivalent ITSM tool
  • Experience leading a team through transformation

Key Performance Indicators

  • Reduction in the number of incidents attributing to changes
  • Reduction in the number of unauthorized changes
  • Increase in overall change success rate
  • Reduction in the change requests backlog

Relocation Available? No

The Senior Analyst, IT Change position is well-suited for you if you possess:

  • Strong IT infrastructure background, proven root cause analysis skills
  • Fluent knowledge of ITIL v3 or 4
  • Organizational IT change management, including training
  • Business process design and documentation, including excellent Visio skills
  • Excellent stakeholder management skills

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