Service Desk Change Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and coordinate Standard, Normal, and Emergency Changes within the IT infrastructure.

• Evaluate Change Requests for thoroughness, risk assessment, impact analysis, and implementation and rollback strategies.

• Organize Change Advisory Board meetings and secure necessary approvals.

• Schedule changes strategically to prevent business disruptions and conflicts.

• Supervise change implementation and ensure compliance with approved plans.

• Collaborate with the Service Desk, Infrastructure, Application, Network, Security, and other IT teams.

• Monitor and manage failed, rejected, unauthorized, and emergency changes, and initiate corrective measures.

• Keep precise change records and documentation within the ITSM system.

• Conduct Post Implementation Reviews for unsuccessful or high-risk changes.

• Track Change Management KPIs, such as change success rates, failure rates, emergency changes, and unauthorized changes.

• Identify areas for enhancement in Change Management and promote automation.

• Ensure adherence to ITIL processes, internal policies, and audit standards.

• Assist with major incidents necessitating emergency changes to swiftly restore services.

⛳️ Requirements

• Knowledge of ITIL / IT Service Management.

• Experience with ServiceNow Change Management.

• Familiarity with Incident, Problem, and Change Management processes.

• Skills in risk and impact assessment.

• Experience in CAB coordination.

• Proficiency in stakeholder management.

• Ability to analyze reporting and KPIs.

• Strong communication and coordination abilities.

• Applicants must be eligible for any necessary U.S. Government authorizations for accessing export-controlled commodities and technology.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Retirement savings plan with employer matching.