Randstad Change Manager in New Hyde Park, New York

Change Manager

job details:

  • location:New Hyde Park, NY

  • salary:$35 - $45 per hour

  • date posted:Thursday, May 17, 2018

  • job type:Temp to Perm

  • industry:Manufacturing

  • reference:621649

job description

The Change Manager plays a role in process management, setting service strategy, designing services, transitioning services to production, operating services and continually improving services.

Process Management

  • Defines the policies, processes and procedures for their service management domain with a specialization on Change Management.

  • Ensures that changes to service management policies, processes and procedures for their domain are approved and communicated before being implemented.

  • Trains stakeholders in service management policies, processes and procedures for their domain.

Service Strategy

Produces and maintains plans which prioritizes and plans technology activities and targets for their service management domain.

Service Design

  • Approves service management requirements and costs for their domain from users for new or enhanced technology services.

  • Creates design criteria for their service management domain to be applied to new or enhanced technology services.

  • Defines service management targets for their domain as a basis for SLAs for new or enhanced technology services.

Service Transition

Approves the implementation of service management requirements for their domain.

Service Operations

  • Monitors resources and performance and that information recorded is kept up-to-date and used to support service management activities for their domain.

  • Provides reports to ensure that services are measured and monitored for their service management domain.

  • Addresses shortfalls to agreed service levels for their service management domain.

Continual Service Improvement

  • Analyzes data, predicting trends and themes for their service management domain.

  • Coordinates all continuous improvement activities for their service management domain.

  • Assesses new technologies for use by their service management domain that might improve the efficiency and effectiveness of the process.

  • Audits the completeness and accuracy of information documented for their service management domain.

Knowledge, Experience & Qualifications:

  • Bachelor's degree in Computer Science degree or related field or equivalent combination of industry related professional experience and education

  • 5 -8 years of working experience of performing service management activities; Working experience in specific service management domain

Nice to Have :

ITIL Foundations Certification

Skill Required :

Service Strategy

Ability to: (Advise)

  • Provide appropriate status and other reports to specialists, users and managers.

  • Ensure that operational procedures and tools are fit for purpose and current.

Service Design:

Ability to: (Apply)

  • Ensure that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.

  • Review service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service.

Service Operations:

Ability to: (Advise)

Analyze patterns and trends

Service Transition:

Ability to: (Follow and Advise)

  • Analyze impacts and risks and report to specialists, users and managers.

  • Maintain focus on the whole life of service delivery - designs, develops, delivers and operates.


Incident: Key Responsibilities

  • Quickly assessing the severity of service impacts in regards to enterprise business impact.

  • Ensure all appropriate groups are working on restoring service in a timely manner.

  • Notify, escalate and communicate to senior management and impacted stakeholders the existence of service impacts, as necessary.

  • Rotating on-call requirement to maintain 24x7x365 coverage.

  • Timely and accurate completion of problem & outage records; including timeline of events and other required data fields.

Professional Technology Skills - Ability to:

Draft and maintain policy, standards and procedures for the service desk and incident management

Problem: Key Responsibilities

  • Provides communications for problem cases to stakeholders.

Professional Technology Skills - Ability to:

  • Conduct RCAs.

  • Anticipate, investigate and resolve problems in systems and services.

  • Document problems within the relevant reporting system(s).

  • Coordinate the implementation of agreed remedies and preventative measures.

Capacity & Availability: Key Responsibilities

  • Assists in the sizing of proposed new systems to determine the resources required, to determine hardware utilization, performance service levels and cost implications.

  • Carries out performance testing of new systems.

  • Maintains knowledge of future demand for technology services and predicts the effects of demand on performance service levels and capacity requirements.

  • Recommends tuning of systems and makes recommendations on the design and use of systems to help ensure optimum use of all technology.

  • Ensures requirements for reliability, performance and availability are taken into account.

Continuity: Key Responsibilities

  • Maintains a comprehensive testing schedule to meet recovery objectives.

  • Ensures all IT service areas are prepared and able to respond to an invocation of the Business Continuity Plan.

  • Undertakes regular reviews of the Business Continuity Plan with the business areas to ensure that they accurately reflect their requirements.

  • Negotiates and manages contracts with providers of 3rd party recovery services in coordination with Supplier Management and Procurement functions.

  • In the event of an invocation of the BCP, manages appropriate teams to restore technology services

Change: Key Responsibilities

  • Chairs the Change Advisory Board and obtains Requests for Change (RFC) approval.

  • Owns the change schedule.

  • Prioritizes and categorizes RFCs.

  • Validates the risk/impact associated with RFCs.

  • Responsble for the change lifecycle of RFCs.

Professional Technology Skills - Ability to

  • Set the organization's policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.

  • Provides analytical expertise in identifying, evaluating, designing and developing systems and procedures for change management .

  • Develops user requirements, functional requirements and/or technical specifications, process flow diagrams for change management.

  • Provide advanced principles, theories, and concepts related to requirements, data, usability and process analysis for change management.

Service Asset & Configuration: Key Responsibilities

  • Receives technology equipment and records in asset management system.

  • Assists with the retirement and recycling of technology assets.

  • Manages the inventory of technology assets (hardware, software, and network) held within the organization.

  • Defines and maintains the underlying structure of the Configuration Management System so that it is able to hold all information on Configuration Items (CIs).

Professional Technology Skills - Ability to

  • Manage the organization's asset and configuration management systems and champions the business value and company policies for the asset and configuration management systems.

  • Define processes for consistent classification and management of CIs, and for verification and audit of configuration records.

  • Contribute to the service knowledge management system.

  • Provide information and advice on issues such as maintenance of hardware assets, licensing of software, protection of intellectual property, and legal obligations.

Knowledge: Key Responsibilities

  • Manages the inventory of knowledge assets held within the organization.