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ITSM Change Manager

Date: Oct 14, 2021

Location: Dublin, OH, US, 43017-7565

Company: Gainwell Technologies LLC

Job Description

  • Assume responsibility for ITSM Change Management process for new or in-flight initiatives
  • Create, deliver and manage ITSM Change Management process communications and documentation
  • Present and explain proposals, reports, and findings to stakeholders
  • Creation, processing, and implementation of Change Management RFC’s and plans for individual change events, including:
    • Change Impact assessment and recommendations by stakeholders
    • Establishing success metrics, communication strategy, and training plan
    • Assessing business readiness and defining ongoing governance
  • Work with project sponsors or program managers to create roadmap and strategy
  • Lead/facilitate weekly Change Advisory Board (CAB) meetings
  • Lead/facilitate the individual teleconference bridges for required change events scheduled during weekend maintenance windows
  • Maintain and administer the Forward Schedule of Change (FSC)
  • Lead and implement change initiatives related to business processes and technologies
  • Drive adoption and proficiency of ITSM Change Management process across various departments or groups using industry-standard change management ITIL methodologies and the company’s change management practices and policies
  • Work within the account and cross-functional team teams within the company to develop project strategies and plans, including stakeholder assessment, communications, leadership alignment, change readiness, capability transfer, and end-user training
  • Oversee team execution in accordance with project plans, tools, and methods, and support resource planning and acquisition
  • Develop short and long-term goals, KPIs, and objectives, and develop and execute against an annual operational plan
  • Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure the adoption of the change


Required Education/Experience

Expected education and experience levels for change management managers and leads are as follows:

  • Bachelor’s degree required: IT or related field
  • 5-7 years of experience required, 7-10 years of experience preferred
  • Experience with industry-accepted Change Management ITIL methodology required
  • ITIL Change Management certification is a plus
  • Operational knowledge of ServiceNow ITSM package, especially Change Mgmt. module
  • ARCI supervision and leadership in a cross functional matrixed environment
  • Knowledge of Agile, and Product/Project Management frameworks preferred
  • Excellent writing, communications, and presentation skills
  • Strong organizational skills with proven ability to support multiple projects and work within a larger leveraged team
  • Ability to present concepts and communicate with clarity and impact to all levels of audiences from senior executives down to frontline employees
  • Demonstrated ability to create content; strong storytelling abilities and clear ability to turn complex ideas into simple messages
  • Technology savvy with a keen understanding of all types of communication channels