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Short Description:
The Change Manager will play a key role in ensuring IT projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage.
Complete Description:
PennDOT is looking for a Change Manager who is currently working in the Change Management environment doing day-to-day Change Management activities. Remedy is preferred; however, it's acceptable if an equivalent ITSM Tool is used.
Main roles and responsibilities of this position will be to:
- Develop change management strategies as required, incorporating change management approach, stakeholder management, communication, training and readiness assessments
- Manage daily change activities and provide guidance on the change management process.
- Facilitate Change Advisory Board Meetings. Responsibilities include:
- Planning, scheduling, managing and chairing CAB meetings. Includes creation of agenda’s and meeting minutes.
- Deciding appropriate stakeholders for the CAB meetings
- Selecting specific changes for review at CAB meetings, based on the change policy
- Circulating change details in advance of CAB meetings to allow prior consideration
- Conducting PIR’s (Post Implementation Review) for all failed and emergency changes at the CAB meetings.
- Manages and coordinates all activities necessary to control, track and audit Changes in the environment for compliance with the ISTO’s Change Management.
- Coordinating interfaces between change management and other processes – especially service asset & configuration management (SACM) and release & deployment management.
- Conduct impact analyses, assess change readiness and identify key stakeholders.
- Apply a structured methodology and lead change management activities.
- Develop and improve Key Performance Indicators and improve the metrics program by interpreting the data and recommending process improvements driving the appropriate organizational behaviors.
- Collate change records from multiple vendors and review for conflicts and collisions
- Create and implement training strategies.
- Play a vital role in helping the organization to identify gaps and develop remediation plans and documented procedures to elevate PennDOT’ s change management maturity
- Ensures change status, progress and issues are communicated to the appropriate groups.
- Audits and manages the process lifecycle and reports to upper management
- Attend third party CAB meetings and enter their changes on the remedy change calendar.
- Perform administrative duties as needed.
Work Experience/Skills:
- Must have a solid grasp of IT technology to be able to identify changes and detect collisions and scheduling issues.
- A solid understanding of how people go through a change and the change process
- Experience and knowledge of change management principles, methodologies and tools
- Exceptional communication skills, both written and verbal
- Excellent active listening skills
- Ability to clearly articulate messages to a variety of audiences
- Ability to establish and maintain strong relationships
- Ability to influence others and move toward a common vision or goal
- Flexible and adaptable; able to work in ambiguous situations
- Forward looking with a holistic approach
- Organized with a natural inclination for planning strategy and tactics
- Problem solving and root cause identification skills
- Able to work effectively at all levels in an organization
- Must be a team player and able to work collaboratively with and through others
- Acute business acumen and understanding of organizational issues and challenges
- Experience with large-scale organizational change efforts.
Skill | Required / Desired | Amount | of Experience |
ITIL v3 Foundation Certification | Required |
ITIL Expert Certification | Desired |
Experience with Remedy (version 7.6.04 or greater), including the Change Management Module, or equivalent ITSM tool. | Required | 2 | Years |
Excellent communication skills listening, verbal and written, including meeting management and facilitation. | Required | 5 | Years |
Understanding of IT Service Management (ITIL certifications, a plus). | Required | 5 | Years |
Working knowledge of Change and Release Management methods, tools, terminology and industry practices. | Required | 5 | Years |
Excellent organization skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality. | Required | 5 | Years |
Excellent customer service skills servicing and interfacing with individuals across IT (customers) in different roles. | Required | 5 | Years |
Strong understanding of IT Change Management, configuration management and service level management principles and practices. | Required | 5 | Years |
