Technology Service Change And Communications Specialist

Summary Description: This position is responsible for ensuring the suitability of the Change Management and Communications processes. This includes developing and operating the process, ensuring it interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, and managing the process improvement cycle.

Responsibilities:

• Manages and coordinates all activities necessary to control, track and audit Changes in the environment.
• Monitors and reviews the execution of the process at a high-level and ensures it remains consistent with the organization’s strategy.
• Reviews Change Schedule for conflicts.
• Ensures education of the Change Management process.
• Conducts post implementation reviews after the implementation of changes to include Root Cause Analysis where required.
• Ensures changes are implemented in a controlled and efficient manner, minimizing the risk of service disruptions and outages.
• Ensures Change status, progress and issues are communicated to the appropriate stakeholders. This includes the development, review and updating of communications plans to ensure relevance.
• Ensures communication strategies for all ITIL practices to align with the Change and incident management processes.
• Participates in the Incident Management Process
• Maintains all change documentation (Policies, procedures, templates, etc.)
• Develops relationships with the Business to ensure the IT Change and Communications strategies are meeting expectations
• Assumes additional responsibilities, as assigned.

Education:

• Bachelor’s degree in Business, Computer Science or related field, or equivalent work experience required

Experience:

• Experience in four or more of the following:

  ITIL 4.0 Framework

  Change Management concepts

  Development of Communications plans and strategies

  Knowledge of organizational development concepts

  Work with stakeholders in a fast-paced environment

  Work collaboratively with cross-functional teams

• 3+ years of experience with Cloud Services
• Knowledge of CMDB

Knowledge, SKILLS, AND ABILITIES:

• Experience with and knowledge of change management principles, methodologies, and tools
• Demonstrated ability to influence others and move toward a common vision or goal
• Demonstrated ability to be flexible and adaptable; able to work in ambiguous situations
• Demonstrated ability to be forward looking with a holistic approach
• Demonstrated organizational skills with a natural inclination for planning strategy and tactics
• Demonstrated problem solving and root-cause identification skills
• Demonstrated acute business acumen and understanding of organizational issues and challenges
• Demonstrated familiarity with project management approaches, tools, and phases of the project lifecycle
• Ability to communicate well with the general public and experience in establishing and maintaining an effective working relationship with management, vendors, and co-workers
• Ability to work in a team environment

Professional Certification:

• Change management certification or designation preferred

Working Conditions/Travel Requirements:

• Expected to work the necessary time to satisfactorily fulfill job responsibilities
• Must be able to report to work timely and as required by operational/business needs
• Must be able to work a full-time schedule and work outside of normal business hours when necessary
• Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary

300 Concord Plaza Dr San Antonio TX 78216-6903