IT Project manager

AmerisourceBergen; Honolulu (HI); On-site; USD 110,000 - 140,000; Full time

Job summary

AmerisourceBergen is seeking an experienced leader to drive Infrastructure Change and Problem Management. You will own end-to-end programs, drive improvements, and collaborate with IT and business teams to optimize change windows and incident responses.

You will document and train IT staff, define KPI metrics, and partner with our ServiceNow team to embed processes in Change and Problem modules, ensuring smooth operations across on-prem, cloud, and applications.

Qualifications

• 3+ years leading change management & problem management in a global IT organization.
• Strong ITIL v4 knowledge and preferably certification.
• Experience developing/improving change and problem management in mixed on-prem, cloud, and app environments.
• Clear, multi-mode communication with diverse stakeholders.
• Ability to define and track KPI metrics for process usage.

Responsibilities

• Own Infrastructure Change Management program and process end-to-end.
• Drive improvements from scratch or by finetuning existing processes.
• Collaborate with IT & business staff to optimize change windows.
• Document, communicate and train IT teams on change processes.
• Define and collect KPI metrics to ensure proper usage.
• Partner with ServiceNow team to ensure processes exist in Change Management module.
• Collaborate with Infrastructure Change Manager to ensure smooth operations.
• Own Infrastructure Problem Management program and process.
• Drive Problem Management improvements from scratch or via refinements.
• Collaborate with IT & business staff to optimize problem processes.
• Document, communicate and train IT teams on problem processes.
• Define and collect KPI metrics for problem management usage.
• Partner with ServiceNow team to ensure problem processes exist in the module.
• Engage with stakeholders on escalations and emergencies for Change & Problem Management.
• Provide improvements with appropriately sized enhancements aligned to client growth.

Skills

ITIL v4

Change management

Problem management

Stakeholder communication

ServiceNow

KPI metrics

Portfolio management

Cloud/on-prem experience

Education

ITIL v4 Certification

Tools

ServiceNow

Job description

Responsibilities

• Responsible for the overall Infrastructure Change Management program and process.
• Drive Change Management process improvements from scratch or finetuning already existing processes.
• Partner with IT & Business Staff where needed on improving the Infrastructure CAB & Infrastructure Change Management process (Agreed upon change windows).
• Document, communicate and train the IT teams on Infrastructure Change process.
• Define and gather KPI metrics to ensure proper usage of the Infrastructure Change Management process.
• Partner with our ServiceNow Team on ensuring all Infrastructure Change processes are present in the ServiceNow Change Management module.
• Collaborate with Infrastructure Change Manager on all processes to ensure smooth running of Infrastructure Change Management.
• Responsible for the overall Infrastructure Problem Management program and process.
• Drive Problem Management process improvements from scratch or finetuning already existing processes.
• Partner with IT & Business Staff where needed on improving the Infrastructure Problem Management process.
• Document, communicate and train the IT teams on Problem Management process.
• Define and gather KPI metrics to ensure proper usage of the Problem Management process.
• Partner with our ServiceNow Team on ensuring all Problem Management processes are present in the ServiceNow Problem Management module.
• Collaborate with Infrastructure Problem Manager on all processes to ensure smooth running of Infrastructure Problem Management.li>
• Engage, collaborate, and communicate effectively with variety of stakeholders on escalations and emergency situations for Change & Problem Management.
• Provide Change & Problem management process improvements with appropriately sized enhancements, taking into account client's current state and future growth path.

Qualifications

• 3+ years of leading change management process & problem management process in a global IT organization.
• Firm understanding of ITIL, ideally version 4, certification preferred.
• Experience with developing/improving change management & problem management processes.
• Forward thinking of ways to grow the Infrastructure Change Management & Problem Management processes to all of IT and beyond.
• Experience with leading a change management process in a dynamic on-premise, cloud, and application environment.
• Communicate effectively – develop and deliver multi-mode communication that conveys a clear message to different audiences; foster open communication with all stakeholders.
• Portfolio Management – plans, prioritizes, sequences, and manages portfolio of work to maximize delivery of business value.
• Technical Acumen – pursue continuous learning and application of technologies to achieve desired business, architectural, and productivity outcomes.