Change Management Analyst II

Summary

Bexar County Information Technology supports the County’s mission through the successful delivery of IT services. The Change Management Analyst II develops and improves the IT Change Management Framework, coordinates change and release activities, facilitates Change Advisory Board meetings, monitors performance, and ensures effective stakeholder communication and documentation.

Responsibilities

• Serves as subject matter expert, individually motivated and operating with a sense of urgency and personal accountability
• Develops and implements an IT Change Management Framework, to include identifying and executing improvements to current change management policies and processes
• Fosters a common understanding of the IT Change Management Framework’s scope, applicability, and key sub-processes including configuration and requirements management
• Continually work towards making improvements in the change management processes
• Develops process flow diagrams and standard operating procedures
• Provides coaching and advisory services in the planning, development and execution of an IT Change Management Framework
• Establishes and reports on key performance metrics related to IT change management
• Ensures appropriate documentation and artifacts related to proposed changes are collected, organized and stored
• Facilitates the weekly IT Change Advisory Board (CAB) meetings
• Maintains the release schedule for all core services and ensure alignment across key partners and vendors
• Conducts release readiness reviews, milestone reviews, and business go/no-go reviews
• Measures and monitors progress to ensure application releases are delivered on time
• Coordinates recurring maintenance windows for system patching and communication of tasks Continuously develops knowledge of business processes, in order to assist in identifying when changes in software applications and systems should be initiated
• Monitors the implementation of change management efforts to ensure that the disruption of normal business operations is minimized
• Responsible for oversight of the root cause analysis and corrective action planning for change management efforts that require such action
• Documents all changes and outcomes that fall under the change management processed
• Ensures the critical stakeholders are aware of changes and clearly communicates the anticipated impact to the appropriate stakeholders
• Performs other related technology duties and projects as assigned

Skills

• Graduation from an accredited college or university with a relevant degree, 3-5 years of experience, or an equivalent combination of education and experience
• Experience in enterprise IT change management and release management
• Experience creating performance metrics and continual improvement models for process control
• Experience with change control, root cause analysis, and corrective action methods
• Experience working with stakeholders at all levels of an information technology department, as well as information technology department customers
• Advanced level knowledge of IT Service Management principles, best practices and frameworks such as ITIL and COBIT; good knowledge of project management principles and software development lifecycle (SDLC)
• Advanced planning skills to risk analysis, contingency, and mitigation planning; critical thinking and problem solving skills
• Ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing; ability to establish and maintain effective working relationships with co-workers, stakeholders, County employees, Elected/Appointed Officials, outside organizations and agencies, vendors and the general public
• Demonstrates technological intuitiveness
• Must have available transportation during entire workday
• Required to travel to remote sites within Bexar County
• Must have valid driver's license, motor vehicle liability insurance and personal injury insurance
• Required to be on call 24 hours
• May be required to work more than 40 hours during the workweek
• May be required to work weekends

Qualifications

Must Haves

• Graduation from an accredited college or university with a relevant degree, 3-5 years of experience, or an equivalent combination of education and experience
• Experience in enterprise IT change management and release management
• Experience creating performance metrics and continual improvement models for process control
• Experience with change control, root cause analysis, and corrective action methods
• Experience working with stakeholders at all levels of an information technology department, as well as information technology department customers
• Advanced level knowledge of IT Service Management principles, best practices and frameworks such as ITIL and COBIT; good knowledge of project management principles and software development lifecycle (SDLC)
• Advanced planning skills to risk analysis, contingency, and mitigation planning; critical thinking and problem solving skills
• Ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing; ability to establish and maintain effective working relationships with co-workers, stakeholders, County employees, Elected/Appointed Officials, outside organizations and agencies, vendors and the general public
• Demonstrates technological intuitiveness
• Must have available transportation during entire workday
• Required to travel to remote sites within Bexar County
• Must have valid driver's license, motor vehicle liability insurance and personal injury insurance
• Required to be on call 24 hours
• May be required to work more than 40 hours during the workweek
• May be required to work weekends

Benefits

• Flexibility to achieve performance excellence in a telework arrangement.
• Competitive salary, retirement, and benefits.
• Many employee benefits are available to an employee’s spouse/plus one qualifying adult and dependent child(ren).
• Employee benefits are strategically designed to support an employee and family, work/life balance.