Analyst – Documentation & Change Control

Analyst – Documentation & Change Control

Requirements

• Bachelor’s degree in computer science, Information Systems or other related field or equivalent work experience.
• 2+ years of broad-based experience in technology.
• 2+ years of change management experience.
• 2+ years of Service Now experience.
• 1+ years of experience with cloud change management.
• Understanding of infrastructure technologies – server, database, network, storage, security, cloud and management technologies.
• Ability to organize, prioritize, and coordinate multiple work activities and meet target deadlines.
• Strong commitment to IT security.

Responsibilities

• Adheres to Change Management policies, procedures and guidelines.
• Provides continuous improvement efforts and ensures new change, incident and problem related processes are documented and communicated.
• Provides assessments and improvement suggestions to TPO processes related to change, incident and problem management.
• Facilitates Change Advisory Board (CAB) meetings. Create agendas and shares CAB meeting minutes as related to services.
• Participate and Vote on changes in all Global CRB meetings held on Wednesdays at 9:00am ET.
• Responsible for performing Change Management daily, weekly, and ad hoc operational checks, and for managing Requests for Change (RFC) through the lifecycle.
• Works with various clients and analyzes and assesses RFCs to ensure readiness for implementation and completion.
• Monitor, track and report changes to include report distribution and development of change management dashboards.
• Utilizes the change management system to create a consolidated change schedule to include the identification and resolution of scheduling conflicts.
• Ensures that changes are communicated in a timely manner across the enterprise.
• Supports the implementation of new initiatives, projects or operational changes sponsored by business units (internal and external facing).
• Supports other processes such as Incident, Problem and Configuration with respect to Change Management during projects and service disruptions, etc.
• Responsible for managing the overall implementation and integrity of Change Control functions, tests, policy, standards and procedures in compliance with AVANAGRID operating companies’ requirements.
• Represents AVANGRID to all local change advisory boards (CABs) through the RFC process life cycle.
• Maintains and Updates major event calendar.
• Participates in all company CAB meetings and responsible to review and express risk assessment on behalf of local operating companies.
• Audits to ensure that change requestors and implementers are updating change records accurately and in a timely manner and takes necessary actions to ensure compliance and minimize risk.
• Provides evidence and supporting documentation related to audit activities.
• Provides training as necessary regarding change management policies, procedures and guidelines.
• Updates policies and procedures.
• Supports the change management process for hybrid cloud service consisting of IaaS and PaaS services.
• Reviews change requests for completeness, from documentation to post-implementation review and takes necessary actions to ensure compliance and minimize risk.
• Produces the change schedule reports related to local and company activities, while focusing on describing the impact to AVANGRID services.
• Partners with the appropriate IT liaisons to ensure an improved and clear communication of services and applications impacted by IT change activities.
• Negotiates scheduling conflicts based on business priorities and storm instances.
• Assists with identifying trends and reports on change management process metrics.
• Collaborates in defining and the success metrics in relation to value added and monitor change progress.
• Collaborates with company peers to ensure consistency in change management processes where applicable, while taking in consideration AVANGRID based regulatory requirements.
• Manages standard or preapproved change policies that support business objectives while ensuring the integrity and availability of vital IT Systems and Services that support the business and meet local compliance requirements.
• Provides all IT Governance documentation related to change management.
• Supports the change manager to provide necessary training to the internal IT organization regarding the change and management process.
• Works with all IT Governance teams to ensure proper reporting and metrics are obtained.
• The change analyst will also support project teams in integrating change management activities into their project plans.
• ServiceNow management regarding add/remove/changes to change models (templates).
• Regular reporting on and analysis of changes.

Preferred Qualifications

• IT Infrastructure Library (ITIL) certification (Foundation-level v3 or v4).
• Experience with Governance, Risk, and Compliance (GRC) concepts.
• Experience with Microsoft O365 Tool Suite.
• Experience with Microsoft Power BI.
• Experience with ServiceNow building filters and reports.