Support Analyst ITIL Change Management

Sonoma Consulting Inc.; Plano (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

A national IT consulting firm based in the United States is seeking a Support Analyst specializing in ITIL Change Management. The role involves managing the Change Management process, collaborating with IT teams, and leading initiatives for continuous improvement. Key qualifications include strong ITIL process management experience and proficiency in MS Office tools. Ideal candidates will possess strong interpersonal skills and expertise in ServiceNow. This position offers the opportunity to work in a dynamic IT environment with a focus on operational excellence.

Qualifications

• Strong ITIL process management experience focused on Change Management.
• ITIL Foundation certification is essential.
• Familiarity with all other ITIL processes.

Responsibilities

• Manage IT Change Management process.
• Facilitate execution of Change Management techniques.
• Lead weekly CAB meetings.

Skills

Strong ITIL process management experience

Proficiency in MS Visio, Word, Excel

Strong relationship building/interpersonal skills

Good organizational skills

Experience with ServiceNow

Good communication and presentation skills

Education

ITIL Foundation certified

Experience in documenting processes

Tools

ServiceNow

MS Visio

MS Excel

Job description

Support Analyst – ITIL Change Management

• Contract

Sonoma Consulting is one of the fastest growing national IT Consulting and Executive Search company in the United States, which was founded in 2011 by Mark McGee, the President and CEO. Sonoma Consulting has two business divisions - IT Consulting Services & Executive Search to serve its 150 national clients which range from entrepreneurial start-ups to Global Fortune 500.

This role is a combination of operational and strategic responsibilities for ITIL Service Design and Transition processes. From an operational perspective, the primary responsibility is managing IT Change Management. This requires providing daily support to our Change Management Process, govern the process and define improvement opportunities within the Change Management space. Critical to this role is the understanding user/business impact in a complex environment. On the strategic side, the duties comprise of overseeing ITIL Service Design and Transition processes and striving to mature them through Kaizen or continuous improvement working practices.

Key Responsibilities (Essential Duties and Functions)

Change Management Process Lead

• Continuous improvement of overall Change Management process and communications.
• Collaborating with IT teams on improving our Change Management Processes.
• Act as point of escalation for customer for all IT changes, providing support teams with the tools they need to submit, update, approve and implement as quickly as possible
• Facilitate support teams’ execution of Change Management techniques
• Enhance Change Management functions across the enterprise
• Provide guidance and assistance in classifying changes & in identifying risks to the environment
• Lead weekly CAB meetings
• Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process
• Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure
• Document modifications to process
• Provide training and guidance
• Generate regularly scheduled reporting

Requirements

• Qualifications
• Strong ITIL process management experience, specifically focused on Change Management; ITIL Foundation certified
• Familiarity with all other ITIL processes
• Proficiency in MS Visio, Word, Excel
• SOP writing/creation
• Strong relationship building/interpersonal skills
• Experience in documenting processes for Technical/IT related functions
• Good research & analysis skills
• Good interpersonal, communication and presentation skills
• Good organizational skills plus the ability to motivate people across the organization to provide solutions
• Previous experience working in a large organization
• Experience with current Change Management methodologies
• Experience with ServiceNow
• Business Requirements gathering
• Process mapping
• Reporting analyticsFamiliarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only)
• Decision maker with an operationally-focused outlook

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.