OneIT - Change Manager

2 weeks ago

Sydney, New South Wales, Australia WSP Full time

The Opportunity

The ITSM (Enterprise) Change Manager is responsible for providing a controlled process that enables optimal efficiency, prompt handling and prioritization of Change activities and minimizes the risk of impacting the quality of IT Services delivered to the business, always with the end-user experience in mind.

What you'll do:

The role of the Change Manager includes but is not limited to:

  • Manage the lifecycle of all Changes:
  • Ensure that all Changes are captured and documented properly with risk and impact clearly outlined.
  • Ensure the correct approvals are in place with important consideration being given to risk and impact.
  • Ensure that Changes are implemented on time with minimal disruption to the Business.
  • Promote forward thinking in planning to minimize the number of urgent Changes and to avoid Change conflicts.
  • Ensure the appropriate communications are in place.
  • Ensure reviews of failed Changes are completed and lessons learned are captured & actioned.
  • Review RFC to ensure business benefit is evaluated and justified.
  • Review RFC to ensure compliance with the Change Management process and procedures.
  • Review RFC to ensure appropriate assessment of risk and impact.
  • Ensure RFC includes appropriate implementation and back-out/restoration plans.
  • Ensure RFC includes an appropriate test plan.
  • Ensure the Change Assignee is notified if RFC must be updated before approval.
  • Deny/reject RFC if it does not comply with the Change Management process and procedures.
  • Approve RFC if it complies with the Change Management process and procedures.
  • Maximize the number of successful IT changes by ensuring that risks have been properly categorized, and assessed and the appropriate approvals to proceed are in place.
  • Make sure the CMDB has been referenced to understand and minimize business impact and risk. Maintain the integrity of the CMDB by making sure that changes are not closed out without the CMDB being updated to reference changes to CIs.
  • Maintain the forward schedule of change and coordinate across all hubs to address potential conflicting priorities that could introduce operational risk.
  • Chair and manage Change Review meetings as defined by the Change Management Process.
  • Maintain agendas and minutes for Change Review Meetings.
  • Support process and procedure transitional activity to enable our future state operating model.
  • Contribute to Change Enablement processes and metrics to measure effectiveness.
  • Contribute to the promotion and communication of Change Enablement policies processes and procedures.
  • Support transitional activities as required as operations are internalized.

About You

  • A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
  • Solid knowledge and experience of ServiceNow.
  • Proven supervision skills.
  • Enthusiasm and dedication to drive continual improvement and, or change.
  • Excellent analytical and communication (both verbal and written) skills.
  • Experience of working to (and exceeding) Service Level Agreements.
  • Process and detail-orientated with a methodical and planned approach to achieving goals.
  • Ability to quickly gain the confidence of the business and the trust of colleagues through building efficient working relationships and by exhibiting excellent communication, negotiation and influencing skills.
  • Achieve desired outcomes and engender a collaborative approach with project delivery teams and IT partners/suppliers through effective engagement and communication.
  • Be comfortable with challenging (for the right reasons) and where necessary pushing back.
  • Act as an advocate for the IT Organization both externally and internally.

About WSP

WSP is one of the world's leading engineering professional services firms, bringing together approximately 6,000 talented people across 15 offices in Australia. We are technical experts who design and provide strategic advice on sustainable solutions and engineer Future ReadyTM projects that will help societies grow for lifetimes to come.

At WSP, we want you to embrace your curiosity and work in a culture that celebrates different perspectives. With access to global scale and reach, you'll connect with the brightest minds in the field to make the best work of your life.

We want here to be a place where you'll always find new ways to grow – where you'll design your path and do what truly matters to you.

We believe that in imagining a better future for us all, you'll imagine a better future for you.

To find out more about our commitment to the health and well-being of our people, and the programs we've designed to help you thrive click here: WSP Benefits.

Think this could be the opportunity for you? Apply now to begin your journey with WSP.

Imagine a better future for us all – and a better future for you.

WSP. With us, you can.

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