Change Manager I

1-3 years
16 days ago 1 Applied
Job Description

Job Description


Details:

IT Support model coordinator

Full-time Resource to coordinate IT initiatives, projects, changes implementations into production.

  • Familiar with the Rockwell Automation Standard IT Support model
  • Familiar with the Rockwell Automation IT processes and procedures
  • Knowledgeable with Change Management
  • Expert with the Service Now Knowledge Base
  • Expert with the incident and Service Request Management process
  • Expert with Service Desk
  • Customer Services skills
  • Communication skills

ITSR team member must be available to support a flexible work schedule to support meetings before or after standard business hours.

  • In addition to the technical skills listed above, the candidate must have the following:
  • IT technical skills
  • Quick and out of the box thinking
  • Being assertive
  • Knowledge of IT processes and procedures
  • Understanding of Business needs
  • Communication skills
  • Data analysis skills
  • Focus on the customer experience and strong customer service skills
  • Presentation skills with the ability to demonstrate and work with all levels of management
  • Process improvement/continuous improvement experience
  • The ability to identify and document repeatable procedures and processes

Specific areas for support include, but are not limited to, the following:

Request for Changes (RFC):

  1. Review daily all L1 Communications and CAB agenda to understand RFCs that will be presented
  2. L1 Communications:
    1. Insure the information provided follow the Service Desk requirements
    2. Insure the KB provided is up to date
    3. If one of the above does not comply, work with the Change coordinator and Change Management Office and put the RFC on hold until all the requirements have been completed
  3. Attend the daily CAB meetings and intervene when required

IT initiatives:

  1. Coordinate with the Capability teams to insure all the Service Desk and Field Services/IT Zone requirements have been completed prior implementation:
    1. Communication
      1. Review Service Desk Communication - RAGITSCNotification
      2. Review and provide feedbacks on End-Users Communication
      3. Review and provide feedbacks on Callscript (Service Desk Knowledge Base article) content
    2. Review Information provided by the Capability/Scrum teams for high impact initiatives, projects, changes are sufficient
    3. Being Service Desk representative during the high impact projects, initiatives pre-implementation meetings
    4. Monitor Service Desk volume and type of incidents created by initiatives, projects and/or changes:
      1. Run reports from Service Now and/or Power BI,
      2. Analyze those data
      3. Identify gaps,
      4. Suggest mitigation plans
    5. Attend Hypercare meetings for high impact projects to provide data and suggest mitigation plan when required
    6. Coordinate Training
      1. Training content
      2. Training method
    7. Coordinate Shift Left
      1. Identify Shift Left candidate
      2. Work with capability to identify gaps prior shifting tasks
      3. Coordinate shift implementation ( requirements)
    8. Being the first point of contact to apply Formal Threshold for minimizing High impact to the Service Desk
      1. When and how to start this process
      2. Suggestions on required actions

Candidate must be available to support a flexible work schedule to support meetings before or after standard business hours.

Job Requirements

Details:

. Skills in Project Management, Training, Major Incident Management and Data Analysis.

  • 1-2 years experience in the IT field preferred.
  • 3+ years experience in the IT business field.
  • ITIL Foundations knowledge a plus but not required.
  • PMP certification a plus but not required.
  • Global business experience preferred.
  • Experience and knowledge of change/project management principles, methodologies and tools.
  • Ability to present and communicate in small and large group settings.

Pay Range:

Based on Experience


JOB TYPE

Function

IT

Skills

Process improvement/continuous improvement experience
The ability to identify and document repeatable procedures and processes
Quick and out of the box thinking
Understanding of Business needs
Being assertive
Rockwell Automation

We are a global company with 30 years of experience in the market, offering a robust selection of services such as automation, cloud, Internet of Things (IoT) and user experience (UX).Today, we provide a broad portfolio of solutions, combining innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services with traditional solutions such as service desk, field service, and outsourcing (BPO). We maintain our excellence by investing in technological innovations, the best partnerships, acquisitions of companies worldwide, and the hiring of highly trained professionals.

Career Advice to Find Better