US: Service Desk Change Manager

101 Unisys Corporation; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Unisys is seeking a Change Management Lead to oversee IT changes across the organization, ensuring proper assessment, approval, scheduling, implementation and review with minimal business impact. You will coordinate CAB meetings, review CRs, and work with Service Desk, Infrastructure, Applications, Network and Security teams to keep changes aligned with ITIL standards.

Strong communication and risk assessment skills are essential.

Qualifications

• ITIL/ITSM knowledge and practices.
• CAB coordination and change governance.
• Incident, Problem and Change Management processes.
• Risk and impact assessment for changes.
• Stakeholder management and communication.
• Reporting and KPI analysis for change activities.

Responsibilities

• Manage and coordinate Standard, Normal, and Emergency Changes.
• Review CRs for completeness, risk, impact, and rollback plans.
• Coordinate CAB meetings and obtain approvals.
• Ensure changes are scheduled to minimize disruption.
• Monitor change implementation and adherence to plans.
• Collaborate with Service Desk, Infrastructure, Applications, Network and Security.
• Track failed or unauthorized changes and drive corrective actions.
• Maintain change records and documentation in ITSM.
• Perform PIRs for failed or high-risk changes.
• Monitor Change Management KPIs and identify process improvements.
• Ensure compliance with ITIL, policies and audits.

Skills

ITIL / ITSM knowledge

CAB coordination

Stakeholder management

Reporting & KPI analysis

Strong communication

Risk & impact assessment

Tools

ServiceNow Change Management

Job description

What success looks like in this role: Responsible for managing and coordinating IT changes through the organization's Change Management process, ensuring changes are properly assessed, approved, scheduled, implemented, and reviewed with minimal impact to business operations.

Key Responsibilities

• Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment.
• Review Change Requests (CRs) for completeness, risk, impact, implementation and rollback plans.
• Coordinate Change Advisory Board (CAB) meetings and obtain required approvals.
• Ensure changes are scheduled appropriately to avoid business disruption and conflicts.
• Monitor change implementation and ensure adherence to approved plans.
• Coordinate with Service Desk, Infrastructure, Application, Network, Security and other IT teams.
• Track failed, rejected, unauthorized and emergency changes and drive corrective actions.
• Maintain accurate change records and documentation in ITSM system.
• Perform Post Implementation Reviews (PIR) for failed or high-risk changes.
• Monitor Change Management KPIs such as change success rate, change failure rate, emergency changes and unauthorized changes.
• Identify opportunities to improve the Change Management process and increase automation.
• Ensure compliance with ITIL processes, internal policies and audit requirements.
• Support major incidents where emergency changes are required to restore services quickly.

You will be successful in this role if you have:

• ITIL / IT Service Management knowledge
• ServiceNow Change Management
• Incident, Problem and Change Management processes
• Risk and impact assessment
• CAB coordination
• Stakeholder management
• Reporting and KPI analysis
• Strong communication and coordination skills

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4).

US job seekers can find more information about Unisys' EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world's leading organizations. Our solutions - cloud, AI, digital workplace, logistics and enterprise computing - help our clients challenge the status quo and unlock their full potential.

To learn how we have been helping clients push what's possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity