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ITIL Change Management Program Manager at Arthrex, Inc. in Bonita Springs, Florida

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time

Job Description:

Requisition ID: 42476 
Title: ITIL Change Management Program Manager
Division: Arthrex, Inc. (US01) 
Location: Bonita Springs, FL

Main Objective:

Ensure application and infrastructure changes are appropriately and accurately logged, reviewed and approved, while maintaining and enforcing the processes and procedures that govern IT Change Management.


Essential Duties and Responsibilities:

  • Process Owner for Change Management, to promote best practice and champion compliance, frequent reviews to drive improvement globally

  • Responsible for full Change Management lifecycle, process design, and compliance to ITIL v3 standards

  • Responsible for ensuring correct approvals for changes, ensure change freeze periods are adhered to and uses judgment to assess risk and impact for exceptions

  • Performs monthly, quarterly audit checks and reports on offenders (non-compliance)

  • Responsible for running and management of the weekly CAB, review & approve changes, communication, reporting and metrics, process improvement

  • Monitor and take appropriate actions on expedited and emergency changes out of working hours

  • Drive the reduction on the number of Emergency Changes due to lack of planning

  • Develop and distribute monthly dashboards related to all Change activities. Establish KPIs and measure the effectiveness of all Changes implemented.

  • Work closely with cross functional team and Release Management teams to coordinate and manage Change Requests through all phases of their lifecycle

  • Provide Change Management procedure, tool training, and ongoing education as necessary

  • Drive adoption of IT Change Management process across the organization

  • Manage stakeholder expectations with respect to change and management activities. Act as a liaison between technical and non-technical staff; Communicate planned change and release activities with all stakeholders and senior management

  • Responsible for ensuring correct approvals for changes, ensure change freeze periods are adhered to and uses judgment to assess risk and impact for exceptions

  • Standardize and enforce Change Management process flow.

  • Serve as an escalation point for all issues and questions associated with the Change Management Process



Incidental Duties:

The above statements describe the general nature and level of work being performed in this job.  They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.


Education and Experience:

  • Bachelor’s Degree required; preferably in Computer Science or related field.

  • 5+ years of experience in ITIL based service delivery processes; Change Management, Release management, configuration management required

  • ITIL v3 Foundations (or higher) certification required

  • 3+ years experience in ServiceNow required, Change Management module preferred

  • Experience in leveraging CMDB into the Change Management Procedures

  • Experience in an FDA validated environment is preferred

  • Experience in IT Operations, Infrastructure and/or Software Development

  • Experience in building Change Control workflows in a Service Management tool; ServiceNow (a plus)


Knowledge and Skill Requirements/Specialized Courses and/or Training:

  • Excellent communication skills and customer service orientation

  • ServiceNow, PMP, SAP, Microsoft certifications a plus

  • Experience with SAP Support Stack Update Releases or SAP technical knowledge (preferred)

  • Ability to work flexible hours (nights and weekends if need be) in support of Application and Infrastructure related changes.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.