Manager, Applications Support - Change Management

Manager, Applications Support - Change Management 

Location: Bothell

Telecommunications Services

Exp 3-5 years

Deg Bachelors

Relo

Bonus

Job Description

 Qualifications Minimum Required

Total experience with increasing responsibility – 3 - 5 years experience with Change Management processes

Total experience with increasing responsibility – 3 - 5 years management experience within an IT capacity

Knowledge of software development and delivery principles and methodologies

Oral communications: Proven ability to express ideas verbally, including good presentation skills

Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation

Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint

Intermediate to advanced skills working with Remedy and/or ServiceNow

Intermediate to advanced skills working with BI reporting tools

Education

Minimum Required 

Bachelor’s Degree. Business, MIS, or equivalent

ITIL v3 Foundations Certification required

ITIL v3 Operational Support and Analysis preferred

Responsibilities Primary Duties and Responsibilities

Responsibility for the Enterprise Change Management policy and process.

Work across one or more shifts in a 24x7x365 operational team.

Manage a team of Change Analysts. Management of activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities

Manage day-to-day delivery of the Change Management process. This includes driving and coordinating resolution, escalation (both technical and hierarchic), as well as coordinating Change Advisory Board activities.

Manage and ensure delivery of processes to ensure knowledge in area of expertise is trained and made available (i.e. – Operation Support Teams [Care, Retail, Partners, etc]).

Manage and ensure that change records are fully documented both during and after the change.

Drive continuous development and daily management of Service Quality. This includes driving continually measurable KPI improvements.

Lead implementation, delivery and enforcement of IT Service Management (ITSM) processes.

Lead process integration efforts with other ITSM processes.

Represent the enterprise Change Management process to proactively identify opportunities and implement solutions for Change Management process improvements; directly address and eradicate unacceptable levels of service.

Lead a staff to drive teams to maintain industry best practice framework, process, and tool knowledge

Grow technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines.

Responsible for Change Management process re-engineering

Opportunity to exert tremendous direct influence over Service Quality & Availability

Grow breadth and depth of knowledge of T-Mobile businesses, processes, and technologies.

Secondary Duties and Responsibilities

Provide a portfolio of reports and data to key stakeholders to illustrate Change Management Generate reports and presentations as needed; leveraging Remedy, Crystal Reports and MS Office products.

Lead integration of processes to identify problems and known errors.

Articulate and represent changes with a focus on business impact in community forums such as regular meetings and conference calls.

Grow breadth and depth of knowledge of T-Mobile businesses, processes, and technologies.