Process Improvement Manager 3

Location: Austin, TexasThis role requires onsite presence 4–5 days per week. Worker WillOwn the Enterprise Change Management process for ITD; defining goals and core requirements of the process; accountable for process adherence, process execution and continual process improvementsPartner with other process owners to coordinate and facilitate effective processes that Change impacts such as the asset tracking tools, incident tickets, etc.Serve as the ITD oversight for Change Advisory Board (CAB) meetingsEnsure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attemptEscalate any Changes which are damaging the quality of the servicesEnsure all Changes comply with process controlsKey ResponsibilitiesEnsure quality of tickets (e.g. that they have agreed to elements)Ensure that Change implementation risks are understood in order to increase successful implementation at the first attempt.Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholdersEnsure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate schedulingOversee and confirm process whereby CAB meeting agenda and notes are captured and issued to participants in a timely mannerTrack implementation progress and report back to all partiesEnsure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availabilityOversee that Configuration Items (CI) are linked to the ChangeAssist in arbitration of Change queries as needed in partnership with contracted vendorOversee approvals process is working effectively and appropriate approvers are in the workflowOversee change related documentation for quality and consistencyOversee the documentation on change tickets and perform quality assurance and assessments for effectivenessEnsure all impacted / interested parties are informed throughout the Change lifecycleTake personal control of Emergency and Expedited ChangesParticipate in Post Implementation Review meetings (as needed basis)Manage any follow-up actions identified from Post Implementation Reviews (as needed basis)Create and distribute daily, weekly and ad-hoc reports (as needed and appropriate)Conduct training related to this area as needed and appropriate, in partnership with contracted vendorYears Skills/ExperienceMinimum Yrs of Experience, Skills, and Qualifications8+Must have an understanding of ServiceNow tool, processes, and reporting8+Acted in a change management capacity in an IT service delivery function8+Remain calm under pressure; be able to prioritize their work-load and multi-task.8+Is driven and personally invested in ensuring that participants in the Change Management process enable the processes value objectives are met8+Experience in the use of KPIs to track trends and drive behavior.8+Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SLA’s8+Experience with IT Service Management, ITIL practicesPreferred Skills And Qualifications3Strong verbal and written communication skills.3Demonstrated analytical thinker3Ability to learn subject matter, processes, people and learn how to be effective quickly in a new environment2Have the ability to quickly establish credibility with the delivery teams (internal and external).4+Experience with IT Service Management, ITIL practices3+Acted in a change management capacity in an IT service delivery function1ITIL Foundations or ITIL Practitioners Certification