Operating in the space between the project team and the support organization, this role is key to redesigning the change management processes using ITIL methodology to ensure the smooth delivery of new, changed or retired IT systems/services by ensuring through the appropriate level of engagement, planning, communications and due diligence has been undertaken. The first 30 of this 90-day engagement will be to assess the current state of change and transition management through observing the formal documentation, formal and informal processes, the change management meetings and the use of our CMDB tool, Microsoft's Service Manager. After the observation period is complete, the next 2-4 weeks are to be used to put together recommendations for processes improvements and related Change/Transition Management road map. After approval from members of our IT management team, this person will be crucial to the implementation of the recommended changes.
* Embed in change management discussions * Provide input to projects such as hardware analysis, hardware requirements & deployment plans * Perform Service Impact Analysis for projects & significant changes * Design/integrate impact mitigation plans within the project Lifecycle * Create/coordinate appropriate Knowledge articles for End Users and Support technicians * Prepare and/or approve training materials for Support Technicians and/or End Users * Plan & lead deployment activities providing regular reports to the project team & leadership * Coordinate/manage warranty support provided by the Project Delivery team * Measure post implementation impact and bench mark against expected impact * Maintain and improve support documentation/knowledge through utilization and accuracy analysis * Continuous process improvement of the processes, documentation & principles of Service Transition * Project tasks and other duties as assigned
* ITIL Foundation Certification is required * Proven and demonstrable knowledge of ITIL Service Transition principles & methodologies * ITIL Service Transition certification is a significant plus * Strong communication skills, both verbal and written * Ability to effectively present information to a diverse audience in a concise and direct manner * Demonstrated ability for critical thinking * Proven ability to influence change and transition processes without formal authority * Strong quality "right first time" approach and to question the status quo * Solid operational understanding of Microsoft tool sets * Experience and competence in chairing large meetings * Logical thinker, able to define issues, collect appropriate data/facts and draw appropriate conclusions * Ability to interpret a variety of technical instructions & apply solutions based on info obtained * Bachelor's degree in computer science/information systems and/or equivalent work experience
* Experience in supporting financial institutions, and credit unions specifically is strongly preferred
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