IT Change Management Coordinator

Basic Information

Country:

United States

State:

Texas

City:

USA Houston

Date published:

25-Feb-2021

Job ID:

29115

Travel Amount:

None

Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

The Service Management Office provides a business-centric view of BMC's IT services delivery and automation. We are committed to IT value realization with an accent on best practices, performance measurement, and continuous improvement of IT services management processes.


Primary Roles and Responsibilities:

The Service Management Office Analyst will be responsible for managing the intake process focused on projects impacting the SaaS Infrastructure environment.  The analyst will be responsible for facilitating the project intake meetings as well as ensuring all required resources are identified and available.  

The analyst will also be responsible for the coordination of changes.  The analyst will assist with administering all SaaS Infrastructure changes, ensuring that established methods and procedures are used for efficient and prompt handling of all changes in order to minimize the impact upon service delivery to customers and to improve the day-to-day operations of the organization. The position will occasionally run the Change Management meetings; ensuring change information is effectively communicated, and for coordinating changes with all affected parties. Under general supervision, coordinates, monitors, and facilitates the change process.

The analyst will be responsible for developing executive-level reports and dashboards displaying practice metrics and key performance indicators.


Responsibilities:

  • Facilitate project intake meetings and manage the workflow for each project.
  • Develop project intake dashboards displaying the status of each project.
  • Work with application and infrastructure teams to ensure changes are properly resourced, scheduled and documented.
  • Conducts initial review of request for change documentation; facilitate proper prioritization, approvals, compliance with standards, and completeness.
  • Monitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes; follows up non-compliant changes made outside the change management process
  • Updates and ensures the on-going data integrity of the change management database; processes and maintains change process documentation.
  • Coordinates, convenes, and facilitates change review meetings; records decisions made during change review meetings; maintains a schedule of approved and tentative system changes
  • Acts as the primary point of reference for questions, problems, suggestions, and complaints about the change management system; Assembles and maintains change and problem history records; prepares statistics and trend reports for use in review of the change management process.
  • Resolves change management scheduling conflicts and deviations according to established practices, and obtains advice when precedents are unclear or unavailable.
  • Ensures Change Management conforms to ITIL methodologies and best practices.
  • Analyze change records to determine any trends or apparent problems that occur and suggesting improvements
  • Develop change management dashboards in Smart Reporting or MicroStrategy.

Experience/ Qualifications:

  • Prior experience in Project Intake Management, Change Management, and analytics is essential; 5+ years of experience in this role is highly desirable.
  • Prior experience in working with both internal and external business units is critical to success.  Must have demonstrated experience in this area.
  • Basic understanding of IT functions, services and responsibilities within a Fortune 500 sized company with global business operations, typically developed through 10+ years of practical IT experience.  
  • Proven ability to work collaboratively across the engineering, operations and development operations groups that exist in most IT organizations.  Sufficiently mature and self confident to address organizational issues/conflicts in a proactive but professional manner.  The incumbent must be able to establish organizational discipline around Change Management practices that yields clear and obvious benefits without imposing undue bureaucracy upon IT managers and staff members.
  • Familiarity with ITIL v3 or v4 as demonstrated through formal training and/or certification or through practical experience in developing and/or implementing ITIL v3 or v4 compliant processes.
  • Demonstrates awareness of the business priorities, objectives and business drivers 
  • Demonstrates awareness of the role IT plays in enabling the business objectives to be met
  • Has advanced customer service skills
  • Has an awareness of what a SaaS operation can deliver to our customers, including the latest capabilities
  • Demonstrates competence, knowledge and information that is necessary to complete their role effectively
  • Uses, understands, and interprets the best practice, policies and procedures to ensure adherence
  • Demonstrates management skills, both from a person management perspective and from the overall control of process
  • Has exceptional organizational and communications skills

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, protected veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.