Job Title: IT Change Management Analyst
Location: Jackson/One Energy Plaza
Functional Area: Information Systems / Technology
Requisition #: 50871935
Employment Level: Professional (Non-Supervisor)
Apply By: 12/20/2015
Department Summary
The Information Technology Service Management (ITSM) team leads the IT strategy for delivering well defined ITIL V3
based processes focused on achieving operational excellence across the IT Organization at Consumers Energy. The
team drives direction through continuous service improvement, while simultaneously integrating with other key processes
for creating efficiencies and speed to delivery. Overall, the team is responsible for conceptualizing and designing detailed
processes; providing technical leadership through development and implementation of ITIL V3 based processes;
coordinating with management across multiple portfolios; enforcing IT governance, risk and compliance, and ITIL V3 best
practices; maintaining awareness for continual process improvement; and meeting company and department-level
business strategies.
Job Description/Responsibilities
The Change Management Analyst will focus on process-related changes necessary to achieve the desired benefits from
investments made in technology solutions. The Change Management Analyst will apply ITIL V3 best practices and ITSM
methodology in a structured approach to increase adoption and adherence of the Change Management process.
The Change Management Analyst will consult and support various IT portfolios and project teams to promote the
appropriate handling of all IT changes in accordance with defined Change Management policies. The goal is to mitigate
the impact of IT changes on the business and identify opportunities to improve the day-to-day operations.
Key responsibilities include:
Lead change management activities by applying ITIL best practices
Drives implementation of standard execution of the Change Management process
Assist with defining measureable metrics based on KPI's and SLA's
Produce and analyze change management reports to determine trends and drive action to improve IT services
Ensures all reporting and data is delivered in a timely manner
Escalates risks and issues to the Change Management Process Owner
Assists the Change Management Process Owner in:
> Driving Service management best-practice and ITIL process standardization
> Ensuring consistent end-to-end application of the Change Management process
> Identifying and planning for Change Management process improvement efforts and training
Defining new standards and improvements to the Change Management process that delivers efficiency
Maintains and improves process:
> Effectiveness (quality)
> Efficiency (cost)
> Performance (throughput)
> Compliance (reduce risk)
Initiates follow-up actions to correct any problems or inefficiencies arising during execution of the Change Management
Process and highlights any issues or ideas of improvement to the Change Management Process Owner
Review, authorize or deny changes in conjunction with business and IT needs
Issue and revise Change calendars and schedules
Liaison with all necessary parties to coordinate changes and maintain relationships
Manage the end-to-end process in conjunction with team members and partners.
Requirements/Qualifications
A bachelor's degree is required; technical field of study is preferred
Proficient knowledge of IT Change Management Platforms and Technologies
Proficient with Microsoft Office (Word, Excel, Visio, etc..)
Knowledge of ITIL and key ITSM concepts
Strong written and verbal communication skills
The following skills and experience will set you apart from others:
A solid understanding of Incident, Problem, and Release Management process
Experience with ServiceNow (Change and Release Management modules)
Experience with defining and generating reports based on KPIs
Excellent active listening skills
Problem solving and root cause identification skills
Strong analytic and decision making abilities
Must be a team player and able to work with others
Ability to influence others and move toward a common vision or goal
Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected
candidate
Essential Functions
Works closely with department managers and users to define and analyze business and operational problems, process
improvement opportunities and requirements; analyzes operational and business mandates and legal requirements;
identifies and analyzes complex, ambiguous and/or conflicting business process issues; advises department managers on
applicat... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.