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, bug fixes, updates, and significant feature releases.

• Lead the Change Advisory Board (CAB), conducting risk assessments, reviewing deployment schedules, and checking dependencies among development, QA, and support teams.

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

• Develop rollback plans, conduct post-implementation reviews, and create incident contingency strategies 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 features.

• Ensure that knowledge base articles, internal support documentation, and troubleshooting playbooks are revised prior to go-live.

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

• Track change success metrics, including Change Failure Rate, Emergency Changes, post-deployment ticket volume spikes, and Mean Time to Restore.

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

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

⛳️ Requirements

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

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

• In-depth knowledge of ITSM tools such as ServiceNow, Jira Service Management, and Freshservice.

• Familiarity with release management practices.

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

• Outstanding cross-functional communication, conflict resolution, and stakeholder management abilities under high-pressure deployment timelines.

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

• Preferred: Experience with CI/CD pipelines, DevOps environments, and SaaS software deployment cycles.

• Willingness to travel under 10%.

🏝️ 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.

• Travel under 10%.

• No relocation provided.