Job Title: Technical Change Analyst
Location: Toronto, ON (Remote for now)
Duration: 6+ months contract (Possible Extension and Conversion to FTE)
Schedule: Business schedule - 7 am 3 pm; 11 am 7 pm (Rotational)
SUMMARY OF DAY TO DAY RESPONSIBILITIES:
Reason for request: Experienced IT Change Manager with an ITIL background and relevant change management experience is required to create, review, assess and authorize change requests and run change advisory board meetings.
Client Group organization is looking for an IT Specialist Change Management (contract) to join the ITS Change Management team supporting the defined Enterprise Change Management process.
This position reports to the Global Change Management manager and is a key position within the ITS Change Management team which is responsible for the daily coordination of technology Changes across all Line of Business within the bank.
Multi-tasking is a key part of the job and a sense of urgency and customer focus are required to be successful in this environment.
This is an exciting opportunity for an ambitious, self-starter to join a fast-paced, dynamic environment offering a variety of career opportunities.
This role requires strong organizational skills, written and oral communication skills, an ability to multi-task, as well as attention to detail.
The incumbent will have working knowledge of the ITIL framework and familiarity with an ITIL aligned tool.
Duties include, but are not limited to:
Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
Serve as a subject matter expert on IT Service Management Change Management process and tool.
Chair / manage various Technology Change Management related meetings
Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes
Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements.
Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.
Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL
Facilitation of collision mitigation and conflict.
Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration)
Other Qualifications / Skills / Experience:
Mandatory qualifications include excellent communication (both written and oral) and interpersonal skills. Candidate must be organized, self-motivated, as well as a team player and be able to participate in the knowledge transfer of information with peers and management.
Required Skills Include:
College Degree or equivalent work experience (Computer Science Preferable).
3+ years of experience working in a large and dynamic Enterprise Operations environment.
Strong understanding of IT Service Management discipline as it relates Change, Incident, and Problem Management. With a strong working knowledge of IT Change Management methods and procedures.
Strong leadership skills and assertiveness, balanced with diplomacy, to guide and influence stakeholders to ensure process compliance.
Strong work ethics with focus on continuous service and process improvement, and a personal commitment to the success of the organizations goals and objectives.
Excellent verbal and written communication skills to both technical and non-technical audiences
Understanding of the inter-relationship of all technologies employed in a hybrid environment that includes both mainframes and distributed systems.
Proven ability to work well both independently and collaboratively as a member of a team
Self-motivated, self-directed with strong organizational and time-management skills.
Attention to detail is a must.
Strong process knowledge and systems thinking.
Strong facilitation skills to co-ordinate efforts of other team members
ITIL Foundations certified (ITIL v3, is an asset)
Proficient with MS Office Suite of products (Outlook, Word, Excel, PowerPoint, and Visio (asset))
Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset
1.) Change management experience * 3 yrs
2) Proficient with MS Office Suite of products (Outlook, Word, Excel, PowerPoint, and Visio (asset))
3.) 3+ years of experience working in a large and dynamic Enterprise Operations environment
4.) Strong understanding of IT Service Management discipline as it relates Change, Incident, and Problem Management. With a strong working knowledge of IT Change Management methods and procedures. * 3 yrs
5.) Service management experience; Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration) * 3 yrs
6.) Exp with Change management Tools (ServiceNow or other industry change management tools)
7) Experience running CAB (change advisory board) meeting and presentations
8) Executive level communication skill
9) Ability to create and run reports in Excel and Service Now
10) Experience reviewing and approving upto 300 changes per month
11) Experience with CMDB and asset management
NICE TO HAVE
1.) Experience as BA or BSA
2.) ITIL v3, is an asset: 3 YEARS
3.) Banking/Financial Industry experience
4.) Data center operations experience
5.) Senior Analyst on Helpdesk
6.) Previous TD experience
7) Experience working with defects and enhancements
8.) Candidate must be organized, self-motivated, as well as a team player and be able to participate in the knowledge transfer of information with peers and management.
ManpowerGroup is an Equal Opportunity Employer (EOE/AA)