Change Management Analyst
Change Management AnalystOpelika, AL
Summary:
Effective change management is key to avoiding post-deployment production incidents by identifying risks and issues up front, ensuring appropriate mitigation is put in place, evaluating the risk/benefit of proposed changes, and ensuring business owners sign-off on the risk.
The successful candidate will be responsible for processing complex planned maintenances received from internal, third-party vendors, and contractors that will be service affecting to the Point Broadband Network.
In addition to supporting the responsibilities below, this position is also responsible for:
Duties and
Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:
Responsible for fully validating the situation, the impact, assigning the relevant urgency of all incidents and executing the correct level Incident Management process with a sense of urgency The Change Management Engineer ensures due diligence is followed to obtain customer approval, that appropriate MOPS and backout procedures are in place, the necessary resources to deploy the change are available, and any requirements are in place to support releases post-deployment This role is also responsible for continuous improvement of the Change Management process itself Ongoing maintenance of the Change Management Policy, Procedure, and Process across multiple divisions of the organization and vendors Enforce and supporting the Change Management Policy, Procedure, and Process with user Create/RUN the Change Advisory Board (CAB) agenda weekly Create reports and KPIs and define enhancements for the Change Management Process when discovered Provide Change Management Training as needed to users Work hand in hand with CAB to ensure there are no competing maintenances between groups Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives Technical Skills/Competencies:
Bachelor's Degree relevant work experience and/or military experience 6
years previous experience in Network Operations 3
years' experience in a Change Management role Leadership skills with the ability to exercise sound judgment and be decisive under pressure An understanding of how to tailor the process to particular circumstances It is vital this person knows when a paired down process can be used and when the downside risk demands a more comprehensive risk/benefit evaluation is needed An understanding of the 7 Rs of change management, along with common sense questions to pull out the important information Calm, methodical, proactive, great attention to detail, strong integrity Must be comfortable and be capable of declining a change request when appropriate, regardless of the requestors title Strong facilitation, teamwork, influencing, interpersonal skills, written and oral communication skills Customer focused, passionate about the customer experience Proactive, positive, can do, collaborative attitude Candidates need to successfully complete a pre-employment screen, which may include a drug test Behavioral Skills/Competencies:
Demonstrate strong leadership skills driving a virtual resolution team with confidence and authority.
An ability to gain trust and build relations at all levels with aptitude to influence, empower, guide and lead groups up to and including director level Ability to influence and lead technical conversations with various technical support groups Work independently with limited supervision, and collaborate synchronously and asynchronously on tasks as part of a distributed team Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization Communicate clearly, transparently, candidly, and respectfully under pressure Operate with focused calm and efficiency during critical and sensitive circumstances Keen attention to detail, and strong organizational, customer service, and decision-making skills Organize, prioritize, and manage time effectively in a fast-paced environment Adapt to shifting priorities, demands, and timelines Take accountability for your actions and own tasks through to completion
Benefits:
Point Broadband offers a competitive salary, cash bonus, and equity in a stable and fast-growing business.
Medical, Dental and Vision Flexible Spending Accounts Where Applicable Company Paid Life as well as Voluntary policies 401(k) Paid Time Off Share the Care Paid Time Off Paid Holidays Uniform/Boot allowance Applicable by Position Cell Phone Allowance Applicable by Position Career Progression Opportunities Discounted Broadband Services Where Applicable Point Broadband is an equal opportunity employer.
For further information, please visit:
EEO is the Law Poster U.
S.
Equal Employment Opportunity Commission Recommended Skills Attention To Detail Business Process Improvement Change Advisory Change Management Coaching And Mentoring Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Effective change management is key to avoiding post-deployment production incidents by identifying risks and issues up front, ensuring appropriate mitigation is put in place, evaluating the risk/benefit of proposed changes, and ensuring business owners sign-off on the risk.
The successful candidate will be responsible for processing complex planned maintenances received from internal, third-party vendors, and contractors that will be service affecting to the Point Broadband Network.
In addition to supporting the responsibilities below, this position is also responsible for:
Duties and
Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:
Responsible for fully validating the situation, the impact, assigning the relevant urgency of all incidents and executing the correct level Incident Management process with a sense of urgency The Change Management Engineer ensures due diligence is followed to obtain customer approval, that appropriate MOPS and backout procedures are in place, the necessary resources to deploy the change are available, and any requirements are in place to support releases post-deployment This role is also responsible for continuous improvement of the Change Management process itself Ongoing maintenance of the Change Management Policy, Procedure, and Process across multiple divisions of the organization and vendors Enforce and supporting the Change Management Policy, Procedure, and Process with user Create/RUN the Change Advisory Board (CAB) agenda weekly Create reports and KPIs and define enhancements for the Change Management Process when discovered Provide Change Management Training as needed to users Work hand in hand with CAB to ensure there are no competing maintenances between groups Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives Technical Skills/Competencies:
Bachelor's Degree relevant work experience and/or military experience 6
years previous experience in Network Operations 3
years' experience in a Change Management role Leadership skills with the ability to exercise sound judgment and be decisive under pressure An understanding of how to tailor the process to particular circumstances It is vital this person knows when a paired down process can be used and when the downside risk demands a more comprehensive risk/benefit evaluation is needed An understanding of the 7 Rs of change management, along with common sense questions to pull out the important information Calm, methodical, proactive, great attention to detail, strong integrity Must be comfortable and be capable of declining a change request when appropriate, regardless of the requestors title Strong facilitation, teamwork, influencing, interpersonal skills, written and oral communication skills Customer focused, passionate about the customer experience Proactive, positive, can do, collaborative attitude Candidates need to successfully complete a pre-employment screen, which may include a drug test Behavioral Skills/Competencies:
Demonstrate strong leadership skills driving a virtual resolution team with confidence and authority.
An ability to gain trust and build relations at all levels with aptitude to influence, empower, guide and lead groups up to and including director level Ability to influence and lead technical conversations with various technical support groups Work independently with limited supervision, and collaborate synchronously and asynchronously on tasks as part of a distributed team Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization Communicate clearly, transparently, candidly, and respectfully under pressure Operate with focused calm and efficiency during critical and sensitive circumstances Keen attention to detail, and strong organizational, customer service, and decision-making skills Organize, prioritize, and manage time effectively in a fast-paced environment Adapt to shifting priorities, demands, and timelines Take accountability for your actions and own tasks through to completion
Benefits:
Point Broadband offers a competitive salary, cash bonus, and equity in a stable and fast-growing business.
Medical, Dental and Vision Flexible Spending Accounts Where Applicable Company Paid Life as well as Voluntary policies 401(k) Paid Time Off Share the Care Paid Time Off Paid Holidays Uniform/Boot allowance Applicable by Position Cell Phone Allowance Applicable by Position Career Progression Opportunities Discounted Broadband Services Where Applicable Point Broadband is an equal opportunity employer.
For further information, please visit:
EEO is the Law Poster U.
S.
Equal Employment Opportunity Commission Recommended Skills Attention To Detail Business Process Improvement Change Advisory Change Management Coaching And Mentoring Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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