Enterprise Change Manager (Remote)

CrowdStrike - Sunnyvale, CA

Full-time - Mid Level

Remote - Sunnyvale, CA

Professional, Scientific, and Technical Services

About the position

The Change Manager will oversee and manage Change Management processes within CrowdStrike, ensuring compliance and supporting organizational transitions. This role involves collaboration with cross-functional teams to enhance process improvements, maintain compliance, and facilitate effective change control, particularly for newly acquired entities. The Change Manager will play a crucial role in optimizing service delivery and driving 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 either 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 (CSI) 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 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 and drive corrective actions.
• Facilitate root cause analysis (RCA) for service disruptions and deliver RCA reports to senior leadership, highlighting trends and opportunities for 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 and address them accordingly.
• Contribute to the creation and enforcement of standards for product acceptance, improving product supportability and customer experience.
• Align Change and Problem Management processes with ITSM toolset, ensuring best practices are followed.

Requirements

• Bachelor's degree in business, IT, or related field (preferred).
• 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 its interaction with Change, Incident, and Problem Management.

Nice-to-haves

• Leadership and team collaboration skills.
• 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

• Equal opportunity employer
• Diversity, equity, and inclusion initiatives
• Support for employee accommodations