Enterprise Change Manager (Remote)

$115,000 - $185,000/Yr

CrowdStrike

Full-time - Mid Level

Remote

Professional, Scientific, and Technical Services

About the position

The Change Manager at CrowdStrike is responsible for overseeing and managing the Change Management processes within the organization. This role ensures compliance with organizational requirements and supports transition efforts, working closely with cross-functional teams to implement process improvements and effective change control. The Change Manager will facilitate change adoption for newly acquired entities, optimize service delivery, and drive continual service improvements (CSI).

Responsibilities

• Serve as the point of contact for ensuring that Change processes align with organizational compliance efforts.
• Review and ensure that high-risk Changes from across multiple teams meet appropriate levels of scrutiny and communication before approval.
• Generate regular compliance reporting and monthly Change Management metrics to track adherence and performance.
• Responsible for the Change Approval Board process, chairing the CAB directly or via trained Change Sponsors.
• Lead the development and execution of transition plans for newly acquired companies to integrate them into the organization's Change Management processes.
• Implement process improvements to ensure best practices are followed across teams and lead continual service improvement initiatives.
• Identify and train Change Sponsors to assist in reviewing Change Requests, ensuring adherence to established Change Control standards.
• Develop and refine auditing practices and key performance indicators (KPIs) to assess the effectiveness of Change processes.
• Provide training and support to teams on Change Management best practices.
• Look for opportunities to automate elements of the Change process on the ServiceNow platform.
• Ensure that customer maintenance notifications and communications adhere to Service Level Agreements (SLAs).
• Advocate for and assist maintenance teams in coordinating with Technical Account Teams and Support to minimize customer impact during planned maintenance or changes.
• Conduct daily reviews of submitted Change Requests, verifying that risk and customer impact are properly documented, vetted, and scheduled to minimize disruption.
• Utilize reporting and analytics to identify areas where process improvements are required, driving corrective actions.
• Facilitate root cause analysis (RCA) for service disruptions, ensuring any change-related issues are thoroughly addressed.
• Deliver RCA reports and artifacts to senior leadership, highlighting trends and opportunities for future improvements.
• Identify Changes that cause Incidents and implement preventative measures to ensure issues are not repeated.
• Identify Unauthorized Changes through interaction with the Configuration Management Practice Lead in the Service Management Office.
• Contribute to the creation and enforcement of standards for product acceptance, leading to significant improvements in product supportability and overall customer experience.
• Align Change and Problem Management processes with ITSM toolset.

Requirements

• Bachelor's degree in business, IT, or related field (preferred) with a minimum of 8 years of experience in Change Management or a similar role.
• ITIL Certification - minimum of V3 or V4 Foundation.
• Demonstrable knowledge of Change and Problem modules in ServiceNow (or comparative ITSM toolset).
• Experience with compliance processes and Change Management frameworks.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with IT Service Management (ITSM) frameworks.
• Good understanding of CMDB and how it interacts with Change, Incident and Problem Management, and with the assessment of risk.

Nice-to-haves

• Leadership and team collaboration.
• Detail-oriented with strong organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Skilled in facilitating root cause analysis and generating actionable insights.
• Proven experience in driving continual process improvements.

Benefits

• Remote-first culture
• Market leader in compensation and equity awards
• Competitive vacation and flexible working arrangements
• Comprehensive and inclusive health benefits
• Physical and mental wellness programs
• Paid parental leave, including adoption
• A variety of professional development and mentorship opportunities
• Offices with stocked kitchens when you need to fuel innovation and collaboration