The Change Manager is an individual contributor role reporting to the Director of Release Management/Engineering and Change Control. Working in support of multiple systems and platforms across a variety of business units and customers, they for responsible for developing, managing and improving the change management process for Macys.com. This process involves requests for change, change communication, scheduling and coordination, impact assessment, approvals and post implementation reviews. Focuses on continually improving the change management processes in order to ensure high quality change control standards are met and that unplanned incidents or unexpected issues resulting from the process of change are minimized. This candidate will also be responsible for combining several distinct change control processes into a single process across the enterprise while meeting the varied customer needs.
Maintaining visibility on all production changes, their impact and the interdependencies between changes
Provide leadership, guidance and oversight for to ensure existing defined processes are being followed and continual education on Change Management best practices is being met.
Facilitate morning stand-up meeting with onshore and offshore teams ensuring proper hand-off of work in the pipeline.
Ensure all changes are properly documented, categorized, planned, tested, communicated, the appropriate back-out plans are in place as well as all approvals are provided within the required time frame
Management of Change Control system with respect to continual improvement to enable an agile change control process for all groups in line with business requirements
Make determinations during the change process regarding the change owner, scope of impact, risk factor associated with each change, scheduling conflicts and the set of actions needed to complete the change with minimal impact to customer productivity.
Responsible for consolidating several diverse change control process to create a single cohesive process. Consolidated process will govern both infrastructure, and software changes.
Review changes relating to projects and system maintenance to determine impact on services and ability to maintain service levels.
Define, implement, and constantly monitor/improve change management processes, standards, compliance, tools, methodologies, and metrics; providing recommendations on automation of existing processes where viable.
Provide leadership, consulting, training and support in the implementation and ongoing use of change control tools and procedures.
Provide management with defined metrics and change management statistical information, including trending, service availability, planned vs. unplanned changes, backlog, downtime, relationship between problems and changes, etc.
Conduct periodic configuration audits to ensure all change activity is properly run through Change Control procedures. Work with internal and external auditors to ensure practices adhere to their requirements when appropriate.
Work closely with managers to ensure that appropriate scope, estimation and resources are being assigned to implementation processes.
Collaborate with the Release Management/Engineering Teams in support of required activities within the Release LifeCycle ensuring milestones are being met.
Promote the development of Configuration Management best practices. Includes partnering with other parts of the enterprise to develop Configuration Management tools and processes as it relates to the process of Change Management.
Solid understanding and practical experience of software development life cycles, with particular emphasis on scheduling and coordination functions.
Solid understanding and experience working with agile software development methodologies
Excellent customer service attitude, communication skills (written and verbal), and interpersonal skills
Experience working in cross-functional, multi-location teams
Excellent analytical and problem-solving skills
Strong Excel/Visio experience
Attention to detail a must
Patience and perseverance in following what you know to be right in regards to process improvements
Ability to think and plan long-term, but execute to these goals in short-term as incremental change will work best in this organization
Ability to be flexible and adapt to any given situation
Ability to work under pressure and in high stress situations with a calm demeanor
Ability to manage without direct authority
Strong relationship building skills ideally developed in a matrixed work environment.
A four-year degree in computer science or related field
3+ years in production support or change management role
Experience working with diverse stakeholders such as development, project management, IT and release teams.
Proficient in the implementation of production change management techniques and service delivery disciplines
3+ years working in a multi-faceted eCommerce environment
2+ Years solid project management experience/background including the use of industry standard tools such as MS-Project
Outstanding written and verbal communication skills
Solid understanding of industry change management processes as defined by the ITIL framework
Solid understanding of IT process management, process definition and improvement
Internet / E-Commerce application development experience
Experience in infrastructure configuration management tools and processes.
Willingness to work evenings and weekends in support of changes
As the fastest growing part of Macy's Inc. business, macys.com is achieving record sales and broadening our workforce. With offices in New York and San Francisco, macys.com is the best of all worlds. The entrepreneurial thinking of a Web business complements the stability and support of a national brand. Creativity and ingenuity partner with business acumen and tech savvy to build a unique business poised for continued growth. Employees at macys.com have long term opportunities and are encouraged to utilize their Supervisors and Human Resources for cross-functional movement to further their careers. At macys.com we are committed to giving back to the community by partnering with local charitable organizations. By skillfully combining the power of the Internet with the best in retailing, macys.com is reaching new heights.
Macy's is an Equal Opportunity Employer committed to a diverse and inclusive work environment.
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