IT Change Management Coordinator

Parkland Health

About The Position

Responsible for enforcing the IT Change Management processes and procedures to ensure change requests are submitted and managed in accordance with the IT Change Management Life Cycle. Validates that all proposed change requests are compliant with the IT Change Management Procedure and takes corrective actions for non-compliant change requests. Assists manager with coaching and guiding employees through Change Management processes including issues identification/resolution. Acts as the IT Change Management point of escalation while the team manager is unavailable.

Requirements

Bachelor’s degree in Business Administration, Information Technologies (IT), or related field is preferred.
Must have 2 plus years of experience in a large, enterprise IT operations environment.
Must have 2 plus years of experience managing process and procedures.
Must have 2 plus years of experience in managing technology implementations.
May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.
ITILv3 or ITIL Foundations certification is preferred.
Must be able to demonstrate knowledge of the ITIL Change Management concepts and processes.
Must be able to develop and maintain operational processes and standards.
Must be able to identify root cause for issues and incorporate findings into process improvement.
Must be able to collaborate effectively with other Parkland departments that are jointly responsible for requesting and implementing change requests (e.g. Application Teams, Infrastructure Teams, Quality Assurance, and other stakeholders) as well as vendors.
Must have effective communications skills to interact with Change Analysts and other Change Management participants and stakeholders.
Must be customer service oriented and capable of conveying ideas to all levels of IT staff.

Responsibilities

Acts as the focal point for Change Management process execution to the IT organization and other stakeholders and builds upon the IT Change Management Procedure framework to provide process lifecycle management.
Provides input for process improvement and facilitates process improvement implementation as needed as well as performs and coordinates the daily change management process.
Ensures IT Change Management procedures are communicated to practitioners (answering questions, education, resolving issues, etc.).
Maintains and publishes the IT Change Management Pre-CAB Report and IT Change Management CAB Final Report and monitors status of change requests and tracking progress through administrative closure.
Notifies stakeholders when corrective action is needed and tracking action upon completion and follows the escalation paths as defined in the IT Change Management Procedure.
Hosts the PreCAB meeting to identify change requests that have issues (incomplete information, missing Change Plans, missing approvals, etc.) and escalating to the Change Analyst and/or stakeholders for corrective action.
Hosts the IT Integrated Committee meeting, including inviting participants, creating the agenda, including the IT Change Management CAB Final Report and other change management reports as applicable and maintains the ITIC Calendar on SharePoint.
Ensures all applicable changes on the IT Change Management CAB Final Report are reviewed during ITIC meeting and ensures authorized change requests are communicated in a timely manner.
Identifies and submits process exceptions and deviations for review and approval.
Takes corrective action or escalates cases of issues with the interfaced processes (Release Management and Deployment Management) when the performance of the Change Management process is impacted or related SLAs are at risk.
Generates and distributes change management process-related reports to subscribed stakeholders and provides change management reports to provide process performance reports, trending, and analysis.
Takes appropriate action in case of negative process performance trends and provides support for root cause analysis (RCA) processes and tools.
Assists with arranging, running, documenting and all follow-up activities relating to RCA’s for major incident reviews.
Assigns RCAs to Change Analysts for unsuccessful changes and major incident management and tracks and reports the delivery of the RCA, and the completion of RCA related activities.
Assists with the establishment and maintenance of the Known Error Database(KEDB) and maintains knowledge of operational procedures and standards to ensure that protocols are followed and consistency is used throughout Parkland’s Information Technology department.
Develops effective internal controls designed to promote the said rules and regulations.
Attends and participates in team meetings and discussions.
Contribute to discussions and provide feedback on processes, operational issues, etc.
Be engaged in one-on-one and group discussions.
Participates in Technology project initiatives as required.
Performs all activities in compliance with the internal and external requirements/standards for Health & Safety, Quality, Regulatory and Finance.
Identifies ways to improve work processes and improve customer satisfaction.
Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure.
Integrates knowledge gained into current work practices.
Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area.
Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans.
Seeks advice and guidance as needed to ensure proper understanding.