US: Service Desk Change Manager

Unisys; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Unisys is seeking an IT Change Manager to oversee standard, normal and emergency changes within the IT environment. You will coordinate Change Advisory Board activities, assess risks, schedule changes to minimize business disruption, and monitor implementation for adherence to approved plans.

Responsibilities include maintaining change records, performing PIRs on high-risk changes, and driving process improvements and automation across IT teams.

Qualifications

• ITIL/ITSM knowledge required.
• Experience with ServiceNow Change Management.
• Understanding of Incident, Problem and Change processes.

Responsibilities

• Manage Standard, Normal and Emergency Changes in the IT environment.
• Review Change Requests for completeness, risk, impact, and rollback plans.
• Coordinate CAB meetings and obtain approvals.
• Schedule changes to avoid business disruption and conflicts.
• Monitor change implementation and adherence to plans.
• Coordinate with Service Desk, Infrastructure, Applications, Network, Security 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 for high-risk changes.
• Monitor Change Management KPIs: success rate, failure rate, emergency changes, unauthorized changes.
• Identify opportunities to improve Change Management and increase automation.
• Ensure ITIL processes and audit requirements compliance.
• Support major incidents requiring emergency changes.

Skills

ITIL knowledge

ServiceNow Change Management

Incident Management

Problem Management

Change Management

CAB coordination

Stakeholder management

KPI reporting

Communication skills

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.