What you’ll be doing...

The Change Manager will ensure that standardized methods and procedures are used for efficient and prompt handling of all changes in order to minimize the impact of change upon service quality and consequently identify opportunities to improve the day-to-day operations of the organization. This role will also be responsible for proactively measuring and analyzing the current state of our change management practices to improve performance and quality for service support, delivery, and customer satisfaction.

  • Manage, maintain and enforce change control policies across the enterprise.

  • Ensure that all changes are documented so that changes do not introduce outages into our Production environments.

  • Review Change Requests and Approve or Reject them based on their adherence to documented Change Management policies.

  • Work with the Development teams to ensure tool and user requirements are captured and clearly defined for all planned changes so that they are properly represented with informative and detailed Change Request tickets.

  • Document and report status of change plans to appropriate technical and business teams to ensure that proper documentation and audit trails exist for all activities performed related to changes.

  • Update, maintain and publish Change Calendar; and organize and manage the Emergency Change process.

  • Coordinate customer announcements for upcoming scheduled changes.

  • Assist with risk and impact assessments prior to the implementation of changes to ensure that the business is not affected by inadequately planned changes.

  • Communicate high risk/high impact changes to the Change Advisory Board (CAB) on a daily basis for their review and approval.

  • Conduct periodic Post Implementation Reviews (PIR) on closed changes to gauge quality.

  • Manage daily Change Management operations, i.e. publication of the change schedule and other operational reports.

  • Capture, track and publish process efficacy using established Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) through a measurement system that tracks adoption, utilization and proficiency of individual changes.

  • Maintain and improve process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security) through providing knowledge, expertise and training on the use of the Change Management process and tools.

  • Collaborate with team members to improve the change management and release management processes, and establish new KPIs as needed.

  • Assist the ITSM Command Center in identifying and planning for process improvement projects in Change Management and other ITIL process areas such as Incident Management, Problem Management, Release Management, Configuration Management, Service Level Management, etc.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Four or more years of relevant work experience.

  • Four or more years of experience supporting Change/Problem/Incident Management role.

  • Four or more years of experience working with and improving processes within a standard ITSM framework such as ITIL and good knowledge of general IT concepts, e.g. applications, servers, network, database, etc.

  • Experience with enterprise-level helpdesk software.

  • Advanced planning and organizational experience within fast-paced/dynamic business environments.

Even better if you have:

  • Strong analytical, organizational, and problem-solving skills.

  • Excellent communication skills with the ability to communicate clearly and effectively.

  • Ability to direct and manage Incident responders and Incident response processes.

  • Ability to effectively manage client & staff relationships, promptly respond to queries, ensure promises are kept, and manage expectations.

  • Willingness to work in a 24x7, high-availability service delivery environment.

  • Effective at driving short-term results that are consistent with long-term goals.

  • Skilled at operating in a matrix environment.

  • ITIL Foundation Certification or higher.

VZConnect, #LI-JA1

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.