Sonoma Consulting
Support Analyst ITIL Change Management
Contract Sonoma Consulting
is one of the fastest growing national IT Consulting and Executive Search companies in the United States, which was founded in 2011 by Mark McGee, the President and CEO. Sonoma Consulting has two business divisions - IT Consulting Services & Executive Search to serve its 150 national clients which range from entrepreneurial start-ups to Global Fortune 500. This role is a combination of operational and strategic responsibilities for ITIL Service Design and Transition processes. From an operational perspective, the primary responsibility is managing IT Change Management. This requires providing daily support to our Change Management Process, governing the process, and defining improvement opportunities within the Change Management space. Critical to this role is the understanding of user/business impact in a complex environment. On the strategic side, the duties comprise overseeing ITIL Service Design and Transition processes and striving to mature them through Kaizen or continuous improvement working practices. Key Responsibilities (Essential Duties and Functions) Continuous improvement of overall Change Management process and communications. Collaborating with IT teams on improving our Change Management Processes. Act as point of escalation for customers for all IT changes, providing support teams with the tools they need to submit, update, approve, and implement as quickly as possible. Facilitate support teams execution of Change Management techniques. Enhance Change Management functions across the enterprise. Provide guidance and assistance in classifying changes & in identifying risks to the environment. Lead weekly CAB meetings. Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process. Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure. Document modifications to the process. Provide training and guidance. Generate regularly scheduled reporting. Requirements: Qualifications Strong ITIL process management experience, specifically focused on Change Management; ITIL Foundation certified. Familiarity with all other ITIL processes. Proficiency in MS Visio, Word, and Excel. SOP writing/creation. Strong relationship building/interpersonal skills. Experience in documenting processes for Technical/IT related functions. Good research & analysis skills. Good interpersonal, communication, and presentation skills. Good organizational skills plus the ability to motivate people across the organization to provide solutions. Previous experience working in a large organization. Experience with current Change Management methodologies. Experience with ServiceNow. Business Requirements gathering. Process mapping. Reporting analytics. Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only). Decision maker with an operationally-focused outlook. All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law. #J-18808-Ljbffr
Contract Sonoma Consulting
is one of the fastest growing national IT Consulting and Executive Search companies in the United States, which was founded in 2011 by Mark McGee, the President and CEO. Sonoma Consulting has two business divisions - IT Consulting Services & Executive Search to serve its 150 national clients which range from entrepreneurial start-ups to Global Fortune 500. This role is a combination of operational and strategic responsibilities for ITIL Service Design and Transition processes. From an operational perspective, the primary responsibility is managing IT Change Management. This requires providing daily support to our Change Management Process, governing the process, and defining improvement opportunities within the Change Management space. Critical to this role is the understanding of user/business impact in a complex environment. On the strategic side, the duties comprise overseeing ITIL Service Design and Transition processes and striving to mature them through Kaizen or continuous improvement working practices. Key Responsibilities (Essential Duties and Functions) Continuous improvement of overall Change Management process and communications. Collaborating with IT teams on improving our Change Management Processes. Act as point of escalation for customers for all IT changes, providing support teams with the tools they need to submit, update, approve, and implement as quickly as possible. Facilitate support teams execution of Change Management techniques. Enhance Change Management functions across the enterprise. Provide guidance and assistance in classifying changes & in identifying risks to the environment. Lead weekly CAB meetings. Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process. Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure. Document modifications to the process. Provide training and guidance. Generate regularly scheduled reporting. Requirements: Qualifications Strong ITIL process management experience, specifically focused on Change Management; ITIL Foundation certified. Familiarity with all other ITIL processes. Proficiency in MS Visio, Word, and Excel. SOP writing/creation. Strong relationship building/interpersonal skills. Experience in documenting processes for Technical/IT related functions. Good research & analysis skills. Good interpersonal, communication, and presentation skills. Good organizational skills plus the ability to motivate people across the organization to provide solutions. Previous experience working in a large organization. Experience with current Change Management methodologies. Experience with ServiceNow. Business Requirements gathering. Process mapping. Reporting analytics. Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only). Decision maker with an operationally-focused outlook. All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law. #J-18808-Ljbffr