IT Problem and Change Management Manager

Randolph Brooks Federal Credit Union • San Antonio, TX

9d • Hybrid

About The Position

Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Problem and Change Management Manager to join our amazing Project Management Office team! The IT Problem and Change Management Manager will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas. To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. • Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided). • Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment The IT Problem and Change Management Manager ensures stability, reliability, and continuous improvement of IT services and business operations, while minimizing disruptions and risks. This is a servant leadership role responsible for managing the change and problem management team and ensuring accuracy, timeliness and visibility of changes and their results as well as the thoroughness, promptness and transparent resolutions of problems.

Requirements

• High School diploma or GED
• Minimum five years of job-related work experience
• Minimum 5 years’ financial institution experience
• Minimum 5 years data analysis experience
• Minimum 4 years of IT Service Management (ITSM) tools experience
• ITIL Strategic Leader certification required
• Required Project Management Professional (PMP) certification within 3 years of attaining position
• Intermediate team leadership experience
• Expert data analysis skills, including collecting and analyzing operational data, identifying trends and inefficiencies, and preparing reports and documentation
• Ability to implement change management methodologies (ITIL, ADKAR, etc.) for an enterprise
• Demonstrable proficiency in tools like Excel, Power BI, or similar for data visualization
• Expert interpersonal, organization, and presentation skills
• Intermediate analytics training skills
• Professional verbal and written communication skills
• Strong adaptability to change

Nice To Haves

• Graduation from accredited college/university with associate’s degree in computer science, information technology, or related field.
• In lieu of associate’s degree, two years of related experience will equal to associate’s degree

Responsibilities

• Provide managerial leadership and direction to the analyst team, including personal development plans, on-boarding training plan for new team members, and skills and quality assessment templates and reviews.
• Develop, implement, and maintain department procedures for Problem and Change Management efficiency, in alignment with departmental objectives.
• Review enterprise technology groups problem root cause analysis and reporting metrics for accuracy and completeness.
• Facilitate IT Major Incident and IT Change Control Board meetings.
• With senior leadership, track department Key Performance metrics.
• Serve as project manager for designated regulatory or compliance efforts.
• Assist the team with coverage as needed.
• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).

Benefits

• 401(k) with matching incentives — up to 10 percent
• Competitive pay
• Medical, vision and dental benefits available to employees and their families from the first day of employment
• Tuition reimbursement plans
• Life insurance
• Pharmacy discount programs
• Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
• Paid time off
• Parental leave
• Long-term disability
• Basic life insurance
• Wellness program
• Credit-monitoring service
• Employee assistance program
• Training and volunteer opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees