Information Technology Service Management (ITSM) Change Management Process Analyst

CACI International•Chantilly, VA

1d•$103,800 - $218,100

About The Position

The Information Technology Service Management (ITSM) Change Management Process Analyst is responsible for managing the successful integration of IT services in the customer environment. These services interface with core IT Infrastructure processes, such as Problem, Change, Incident, Event, Service Level or Knowledge Management and the analyst will work with teams to ensure they are incorporated into each new IT service integration. The ITSM Change Management Process Analyst will work in a fast-paced environment, responsible for multiple projects from inception to closure.

Requirements

TS/SCI with Poly Required
Bachelor’s Degree OR 5+ years of related work experience
Good working knowledge of the Service Management workflows and ITSM processes
ITIL V4 or 5 certification and training
Experience with IT Change Management processes and practices
Experience developing and managing IT implementation projects
Experience managing teams to meet project schedules and milestones
Experience building and maintaining schedules in Microsoft Project
Strong technical leadership abilities
Strong written and communications skills, with the ability to clearly document and explain ITSM processes
Strong verbal communication skills with the ability to present technical details to a non-technical audience

Nice To Haves

Advanced ITIL certifications or training
Project Management Professional (PMP) certification
Working knowledge with ServiceNow
Experience in leading large process improvement projects
Experience with Agile methodologies
Good understanding of product release methodologies

Responsibilities

Manage and maintain Change Enablement system
Coordinate membership for each CAB
Identifies and tracks program risks and action items to closure, and assess risk and cost of changes
Establishes and maintains a close working relationship with other areas, service providers, customers, and technical staff
May deliver briefings and training as required to individuals or teams across the customer environment to ensure common understanding to meet objectives
Ensures senior management are always informed of appropriate activities and issues (early and frequently)
Ensures compliance with process-specific standards and policies, and stays abreast of process changes
Conduct post implementation reviews and chair the Post Implementation Review Board (PIRB)
Ensure proactive communication regarding schedule and impact, and cost of changes to relevant stakeholders
Ensure proper assessment of impact of change on other changes and vice a versa
Ensure Impact of change on other services and Configuration Items (CIs) are effectively assessed
Utilize ServiceNow dashboards, tools, and techniques to report the status of the process as needed
Provides input for technology requirements relating to or impacting Change Management
Closely work with Change Evaluation team for evaluation of change during approval and after deployment
Support measurement and reporting for weekly and monthly meetings
Manages end-to-end projects that follow procedures, work instructions, and templates to support process execution
Develops and maintains relevant and appropriate project management documentation and artifacts (i.e. project schedules, briefings, reports, etc.)