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Responsibilities

The Change Management Coordinator, Information Technology Infrastructure Support with specialized abilities who handle the details of the change request. Change coordinators frequently exercise lead" responsibilities on monitoring the day-to-day requirements for Change Management based on factors such as location, skill set, troubleshooting skills, difficulty of the change request, and risk and approvals. For example, building and reviewing change plans, managing the change implementer, making sure that the change proceeds in a timely fashion.

 Essential Functions:

• Manages day to day operational aspects of Changes, that includes SLA monitoring, queue review, aging of tickets, trending review and ticket management. Responsible for the overall compliance to Change Management Process.
• Document and ensure that the justification for a desired change to the environment and pertinent information that is provided in the ticket.
• Provide all appropriate data related to the proposed change, ensuring that all changes are recorded, evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner. 
• Ensure proper communications related to the change have been provided to all necessary parties 
• Acquire the appropriate approval for the change as agreed
• Respond to the changing business requirements while maximizing value and reducing incidents, disruption, and rework.
• Analysis of Change Management trends, Unsuccessful Changes, Incident Caused by Change and propose for continuously improvement.
• Facilitates CAB meetings to get final approval on implementation of Changes.
• Updates Change Management Process documentation as may be needed
• Provides support to other ITIL processes that are related to Change Management.
• Provides input to Root Cause Analysis for any change tickets that would be initiated through the Problem Management Process.
• Responsible for reports that are necessary to support the Service Management operations.
• Proposes and implements continuous improvement initiatives based on operational reviews that will introduce better ways of managing the process.
• Monitors day to day change practices to ensure consistency with policies, compliance regulations and control requirements
• Participates in yearly audits and drives reporting to fulfill requirements
• Supports Projects that maybe implemented within the Service Assurance function.

• ITIL Foundation Certified, preferable ITIL Intermediate Certified, Release Control and Validation
• Able to lead effective meetings, negotiate deliverables and drive successful outcomes
• Results oriented, plans, and implements according to the plan within the deadline specified, with Project Management skills
• Good decision making, ability to understand and support well-reasoned recommendations and decisions to support the business and project teams.
• Excellent drive and initiative, and sense of personal accountability
• Effective in coordinating and facilitating requirements with different practice areas. With good customer relationship skills.
• Effective communication skills, both written and verbal English proficiency

Technical Requirements:

• Diverse and extensive working knowledge of IT enterprise technologies – Networking, OS, Database, Telecom, Middleware, Storage, Security, Cloud, ITSM tools, etc……
• Advanced knowledge of ITIL methodologies
•  Experience with ITSM tools and usage, preferably ServiceNow
• Report Design, Development and Analysis
• Excellent verbal and written communications skills
• Strong leadership of technical resources

Experience:

• Minimum of 5 years’ experience in an IT related field
• Minimum 3 years’ experience in ITIL Practice
   

Education:

• Associate’s or bachelor’s degree preferred
• ITIL certification certificates preferred