ITSM Specialist

Job Description:

• ITSM Specialist - Change, Problem and Release manager with 10+ years of experience. Looking for someone who can handle the ITSM functions and who is independent, a proactive thinker, and preferably a local/reliable person specializing in Configuration Management, Business Service Mapping, CMDB, asset/software mgmt., and obviously Service Now.

Technical Skills:

• Leading the change management activities within a structured process framework, ensuring all changes are properly documented, managed, and communicated.
• Designing the strategic approach to managing change and support operations that fall within the domain of change management.
• Ensuring all changes are properly documented, managed, and communicated
• Collaborating with change owners and subject matter experts (SMEs) to understand any associated downtime, risks, and potential impacts
• Establishing effective governance and change control leveraging ITIL best practices
• Organizing and chairing Change Advisory Board (CAB) meetings
• Providing oversight of expedited and emergency changes, ensuring the correct escalation path is followed
• Coordinating Post Change reviews with the change owners as necessary, feeding any follow up actions into the Problem Management / Root Cause Analysis (RCA) processes
• Performing trend and performance analysis on Change Management, providing and tracking recommended improvements
• Work with Engineering and Operations teams to plan and coordinate software releases
• Own the release calendar including details on code freezes, deployments, and patch windows
• Define deployment readiness criteria for each release and track adherence
• Communicate release schedules, artifacts, and status to all stakeholders
• Coordinate with development managers to ensure timely and accurate release notes
• Conduct monthly release readiness review meetings and track progress across multiple teams
• Identify and remediate complex deployment and scheduling conflicts across Engineering and Operations
• Proactively identifies training opportunities to execute on the organization’s overall goals
• Meets or exceeds all Goals and Objectives and Service Level Targets
• Work on-call hours that would include 24/7 coverage per the SOPs

Process Skills:

• Capable of analyzing requirements and test software as per project defined software process
• Experience working in an Agile / Scrum environment preferred.