SeniorAdministrator - Change Management, ServiceNow

Job Summary

Change Manager

Key Responsibilities

 Take the ownership to oversee the day to day operations relating to Change Management  Ensure Change Requests are assessed properly and effective impact assessment of Changes across Service Providers  Ensure Change Process compliance, audit process, provide necessary feedback to Service Providers for improvement  Ensure Changes are implemented within scheduled time and evaluated post implementation  Chair the CAB; (as may be agreed with the customer) ; Convene the emergency CAB as required  Approve low-risk/ non-commercial Requests for Change (as may be agreed with the customer)  Develop & maintain e Change & Release Calendar across Suppliers  Evaluate impact, risk assessments , potential conflicts with other Requests for Change, submission of implementation, test, backout plans from Service Providers before approving Changes and in preparation for the Change Advisory Board  Coordinate implementation of Changes that have require multiple Service Providers  Develop the standard change catalogue to be implemented in the ITSM platform and associated approvals, workflows as agreed by the Customer  Provide guidance to internal and external Service Providers in fulfilling their Change Management roles and responsibilities.  Identify and implement process improvements and ITSM platform/integration enhancements relating to same  Ensure Change Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement  Regular monitoring to avoid schedule implementation time, reduced backlog/ageing, change effectiveness  Consolidate reports related to Change Management from all Service Providers  Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Change Management Process workflows  Conduct regular trainings for process awareness and improve process compliance

Skill Requirements

 Take the ownership to oversee the day to day operations relating to Change Management  Ensure Change Requests are assessed properly and effective impact assessment of Changes across Service Providers  Ensure Change Process compliance, audit process, provide necessary feedback to Service Providers for improvement  Ensure Changes are implemented within scheduled time and evaluated post implementation  Chair the CAB; (as may be agreed with the customer) ; Convene the emergency CAB as required  Approve low-risk/ non-commercial Requests for Change (as may be agreed with the customer)  Develop & maintain e Change & Release Calendar across Suppliers  Evaluate impact, risk assessments , potential conflicts with other Requests for Change, submission of implementation, test, backout plans from Service Providers before approving Changes and in preparation for the Change Advisory Board  Coordinate implementation of Changes that have require multiple Service Providers  Develop the standard change catalogue to be implemented in the ITSM platform and associated approvals, workflows as agreed by the Customer  Provide guidance to internal and external Service Providers in fulfilling their Change Management roles and responsibilities.  Identify and implement process improvements and ITSM platform/integration enhancements relating to same  Ensure Change Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement  Regular monitoring to avoid schedule implementation time, reduced backlog/ageing, change effectiveness  Consolidate reports related to Change Management from all Service Providers  Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Change Management Process workflows  Conduct regular trainings for process awareness and improve process compliance

Other Requirements