Change Manager

Company: Local Government Federal Credit Union
Location: Raleigh
Posted on: January 26, 2023

Job Description:

Facilitate the IT Service Management process by coordinating, scheduling, communicating, tracking and controlling changes to production and test systems. Build processes around Incident, Major Incident, Problem, Change, Request, and Release Management. Review performance metrics against activity to ensure SLA, and KPI requirements are met. Research, evaluate, and recommend new and emerging technologies to meet business needs. Create and maintain detailed process documentation. Lead change advisory board (CAB) meetings and apply change management policies, procedures, best practices to perform controlled tasks and preventative measures to limit incidents. Collaborate with other IT teams to ensure technology capabilities and functionality align with our customer demands. Engage and work closely with various teams and departments to help socialize and communicate IT Service Management principles, processes, and tools.Normal Day-to-Day Work

• Build analytics and reports to measure effectiveness of ITIL change processes.
• Manage the change process, communicate with change owners, technology team, stakeholders, and end users.
• Respond to changing business requirements while maximizing value and reducing incidents, disruption, and re-work.
• Respond to requests for change that will align the services with the business needs.
• Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner.
• Ensure that failed changes are analyzed, and Root Cause Analysis's (RCAs) are done to reduce the reoccurrence of such instances. Establish checkpoints and ensure they are enforced to understand the progress of changes and understanding of the failures.
• Ensure that all changes to configuration items are recorded in the IT Service Management (ITSM) tool.
• Ensure that systems, processes, and methodologies as specified are followed to enable effective monitoring, control, and support of service delivery.
• Define and document IT policies, procedures, and standards related to change management.
• Utilize effective written and verbal communication skills to present complex technical information in a clear and concise manner to a variety of audiences.
• Track and report on all team key metrics.
• Work with key vendors to support IT and business solutions.
• Ensure compliance to IT standards, policies, and software licensing.Job QualificationsHere are a few skills you MUST have to be considered for this position.
• Bachelors in Computer Science or Information Technology.
• 5-7 years of experience in an enterprise technology environment.
• Experience supporting existing and designing new ITIL support processes.
• Experience with an IT Service Management tool.
• Strong familiarity with ITIL v3/v4 as demonstrated through formal training, certification or practical experience.
• Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
• Ability to lift a minimum of 25 lbs. (file boxes, computer printer)
• Travel required sometimesHere are a few qualifications we'd LIKE you to have to make you more suited for this position.
• Advanced experience with IT process and change management as well increasing maturity levels in IT processes.
• Advanced writing skills in documenting procedures and configurations that are clear and concise.
• Professional experience in credit union industry a plus.
• Strong experience in managing infrastructure solutions across storage, disaster recovery, BCP, virtualization, networking, systems administration.
• Familiarity with core banking systems and ancillary applications.
• Familiarity in industry frameworks such as NIST and ITIL as well regulatory areas such as NCUA, FDIC and PCI.About the LGFCU CultureIf you are working here, or considering working here, you should know a little something about the LGFCU culture. We are a workplace that highly values the contributions of a diverse group of people. We believe if we put our heads and hands together, we can accomplish amazing feats for our members. To this end, we recruit bright, energetic and talented people to be members of our team. In return, we offer a dynamic work place that presents opportunities for advancement and learning new skills. We really believe that when our employees succeed, members win.If you have questions about this position description, please feel welcome to ask. You can reach our HR at:LGFCU Human Resources 3600 Wake Forest Rd.Raleigh, NC 27600 careers@lgfcu.org PI202091712

Keywords: Local Government Federal Credit Union, Raleigh , Change Manager, Executive , Raleigh, North Carolina