Support Change Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee and manage the Request for Change (RFC) process for software support operations, including bug fixes, updates, and significant feature rollouts.

• Lead the Change Advisory Board (CAB), ensuring effective risk assessments, reviews of deployment schedules, and checks on dependencies among development, QA, and support teams.

• Keep the master Software Change Schedule and release calendar up to date.

• Develop rollback strategies, conduct post-implementation reviews, and prepare incident contingency plans for each change ticket.

• Serve as the main point of contact between Software Engineering/Product teams and Tier 1–3 Customer Support.

• Perform Change Impact Assessments for software updates that influence support workflows, scripts, and customer-facing functionalities.

• Ensure that knowledge base articles, internal support documentation, and troubleshooting playbooks are current prior to changes going live.

• Organize training sessions and release briefings for support leads and helpdesk personnel.

• Track change success metrics such as Change Failure Rate, Emergency Changes, spikes in post-deployment ticket volumes, and Mean Time to Restore.

• Lead post-mortem evaluations for unsuccessful changes or support incidents related to releases.

• Enhance ITIL/ITSM change workflows to merge DevOps/Agile speed with operational safety.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent hands-on experience.

• 3–5+ years of experience in IT Change Management, Technical Support Lead roles, or Software Delivery Management.

• Extensive knowledge of ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.

• Familiarity with release management practices is essential.

• Strong grasp of ITIL v3/v4 frameworks, particularly Change Enablement / Service Transition.

• Outstanding cross-functional communication, conflict resolution, and stakeholder management abilities, especially under tight deployment deadlines.

• Willingness to travel less than 10% of the time.

• ITIL 4 Foundation / Managing Professional, Prosci Certified Change Practitioner, or Certified Change Management Professional (CCMP) is preferred.

• Experience with CI/CD pipelines, DevOps environments, and SaaS software deployment processes is a plus.

🏝️ Benefits

• Incentive Bonus Plans

• Medical, Dental, and Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave