Public Service Enterprise Group - Bethpage, NY
posted 2 months ago
A Change Manager in IT Service Management (ITSM) plays a crucial role in ensuring the successful planning, execution, and control of changes to IT systems and services. This role is a strategic leader who possesses a strong background in IT service management (ITSM) and change management. This requires problem-solving skills gained from experience and applying expertise to improve current ITSM and change management processes through strategic design. The Change Manager enforces standardized processes for requesting, evaluating, and implementing changes, ensuring that changes are thoroughly evaluated, tested, and fully assessed for risk before approvals are attained and a change is implemented. The rigor of this position reduces the likelihood of change failures that could disrupt services. Responsibilities include maintaining and improving process effectiveness (quality), process efficiency (cost), and process performance (throughput) through providing knowledge, expertise, and training on the use of the Change Management process and tools. The Change Manager builds confidence and trust through effective communication among stakeholders, including IT teams, business units, and management. They review change requests to ensure appropriate rigor, discipline, consistency, and predictability is applied across the entire organization with respect to how changes are submitted, reviewed, approved, and deployed. Additionally, they validate change requests to identify potential issues, minimizing impact to users and operations, and ensure compliance with regulatory standards and requirements. The Change Manager assesses risks that may disrupt services or compromise security, ensuring that changes are thoroughly evaluated, tested, and approved before implementation. They prioritize, schedule, and coordinate changes to minimize service disruptions during critical business hours, improving service availability and reliability. The role also involves challenging, educating, and pushing back on proposed change deployments that do not meet requirements, conducting Post Implementation Reviews on closed changes to assess quality, and gathering, tracking, and publishing Process Metrics, Key Performance Indicators (KPIs), and Insights. Analyzing the outcomes of changes to identify areas for improvement and maintaining detailed records of all changes provides an audit trail of decisions made and actions taken.