Change Manager, IT Collaboration Systems (WebEx)

Cisco - Milpitas, CA

Full-time - Mid Level

Hybrid - Milpitas, CA

Computer and Electronic Product Manufacturing

About the position

The Change Manager for IT Collaboration Systems will lead change initiatives within the Webex Cloud Infrastructure Platform, focusing on the Webex Contact Center Enterprise product suite. This role is crucial for ensuring operational excellence by managing change processes, engaging with internal and external partners, and developing strategies that drive value and desired business outcomes. The Change Manager will assess impacts, coordinate changes, and facilitate communication across teams to ensure seamless service delivery.

Responsibilities

• Conduct change assessments to understand the scope and scale of changes, and impacts to various teams, and develop mitigation plans to address potential challenges.
• Coordinate and deconflict thousands of changes.
• Understand changes running in parallel and identify potential dependencies, gaps, and opportunities to streamline.
• Detail action-by-action planning of major complex changes.
• Build and deliver actionable engagement, communications, knowledge management, and learning plans to enable the adoption of Change Management industry standards.
• Measure and monitor change success metrics and implement reinforcement strategies.
• Build strong cross-functional partnerships with key various teams and leaders.
• Work with cross-functional teams to identify, capture, and analyze operational information.
• Lead CAB/CCB through the daily workflow of changes and releases, gathering comments, and notes for the CAB/CCB.
• Manage communication between engineering change requests to all teams affected.
• Participate in annual audits for multiple industry standards (ISO/SOC2/FedRAMP/ISMAP etc.).
• Conduct Change Management training for various teams.

Requirements

• At least 2 years experience in an IT role such as Change Manager, Systems Administrator, or similar role leading large-scale system change initiatives.
• Experience with Change Management principles, methodologies, and tools, such as Service Now, Remedy, Jira, etc.
• Experience working in Cloud Native/SaaS operations, such as AWS.
• Bachelor or higher degree in a related technical field or equivalent experience in software engineering.

Nice-to-haves

• Superb communication skills with an effective ability to articulate messages to various audiences.
• Strong problem-solving and root-cause identification skills with the ability to handle complex changes and navigate difficult situations.
• Understanding of project management approaches, tools, and phases of the project lifecycle.
• Ability to influence and build credibility with team members at all levels and move toward a common vision or goal.
• ITIL Foundation Certification.

Benefits

• Medical, dental, and vision insurance
• 401(k) plan with Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year
• Floating holiday and a day off for birthday
• Accrual of up to 20 days of Paid Time Off (PTO) each year
• Paid time away for critical or emergency issues
• Additional paid time to volunteer
• Employee Stock Purchase Program