Change Management Analyst

The Change Management Analyst will provide Enterprise Support Services (ESS) to The Office of the Chief Information Officer (OCIO), for our government customer. The analyst is responsible for managing the change lifecycle. The analyst will provide support to the ESS (Enterprise Support Services) teams and Technical Task Leads in vetting and introducing changes to the test and production environments and provide trending reports on the service and project execution for the ESS project. The Change Manager is charged with maintaining control of the ITOSS Change Management process and lifecycle, ensuring it is managed at the desired level of support that is acceptable to the government customer. The Change Manager will work with all concerned parties to ensure the correct information is provided to the change management boards and maintain the CMDB change data.

Responsibilities:

• Responsible for hosting the Change Control Board.
  
• Assist requestor and implementation managers with change requests (CRs) and (EBFs) as needed.
  
• Support the training processes for CM policy and procedure, including CRs (all types) and EBFs.
  
• Provide continuous customer support and regular training for CR submitters and stakeholder communities.
  
• Monitor compliance to the Change process.
  
• Develop and integrate change processes as necessary, both with internal and external support groups.
  
• Collaborating with ticket system development teams to provide requirements and recommend opportunities for process automation.
  
• Responsible for configuration change control, regulates the change process so that only approved and validated changes are incorporated into product documents and related software.
  
• Tracks all problems and changes in product documents and reports changes and current configuration.
  
• Responsible for configuration audits. Supports audits to verify that requirements of all baselines have been met and supports the quality assurance process audits.
  
• Coordinate routine change audits and reviews.
  
• Work with Leadership to recommend program improvements or adjustments to service/project processes to improve change process.
  
• Conducts and/or participates in formal and informal reviews at pre-determined points throughout the development lifecycle.
  
• Execute and maintain automated methods for monitoring identified Key Performance Indicators (KPIs), if required.
  
• Deliver presentations related to performance metrics goals and results.
  
• Participating in meetings with Leadership/Team Leads to share metrics results.
  

Required Skills/Experience:

• Five years of experience or an Associates Degree with 3 years of experience.
  
• ITILv4 certified.
  
• Experience in utilizing Microsoft office products.
  
• Experience in Change and Configuration Management process in a large IT organization.
  
• Regulates the change process so that only approved and validated changes are incorporated into product documents and related software.
  
• Familiarity with the ServiceNow ITSM functionality.
  
• Collaboration experience at an enterprise level.
  
• Excellent written and verbal communication skills in both formal and informal formats.
  
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification program.
  
• Must be able to obtain up to a Top-Secret security clearance if needed.
  

Preferred Skills/Experience:

• Conduct trend analysis, including correlating spikes in tickets volume to IT events, such as Windows Upgrade, software patches, or Infrastructure upgrades.
  
• Develops and implements change/configuration control methodologies to ensure compliance.
  

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.
  

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.