ITIL Change Management Consultant - Wayne, PA

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Title: ITIL Change Management Consultant

Location: Wayne, PA

Manage the change management process in accordance with the process of record and apply a structured change management approach and methodology for change submissions caused by incidents, projects and any other change efforts

Work with CCB members in process improvements

Assess Request for Changes (RFC) for Infrastructure and application changes.

Receive, log and allocate a priority, in collaboration with the Submitter, to all Change Requests (CRs);

Validate content for all Change Requests (CRs) and work with Submitter to address gaps for CRs that are incomplete. Collaborate with Claims Business Liaisons to assess business and technical impact of changes to the Claims infrastructure

Coordinate with infrastructure and application teams to create ticket in ITSM to ensure code release or installation is moved to production

Collaborate with representatives from other Claims Service Management disciplines (Configuration, Problem, Release, Service Desk, etc.) to assess change impacts

Utilize the system of record to document all changes submitted regardless of status

Circulate all CRs to Change Advisory Board (CAB) members in advance of meetings to allow prior consideration

Ensure required resources for CAB are invited and understand expectation of attendance and any materials required to ensure the disposition of the CRs

Convene approvals for Emergency Change (EC) meetings for all urgent CRs

Represent and document all IT interactions in minutes at all CAB meetings

Execute the change management process based on the responses of the CAB

Coordinate with all necessary parties to perform scope, testing and implementation, in accordance with schedules

Work with Submitter and Implementer to ensure the update of the CR in system of record reflects all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality

Review (Post Implementation Review) all implemented CRs to ensure that they have met their objectives

Refer back any that have been backed out or have failed and assist Change and Submitter on analysis of root cause

Review all outstanding CRs awaiting consideration or awaiting action and work with Requester and Implementer to address disposition

Ensure all CRs are closed in a timely manner manage the aging of the CR queue

Produce regular and accurate management reports on CRs

Escalate identified potential risks, provide guidance on solutions to address the risks and anticipated points of resistance, and develop specific plans with the change requester, submitter, and implementer of the CR to mitigate or address the concerns

Provide support if required on the execution of change plans by assigned resources and verify successful completion

Perform change process reinforcement mechanisms to ensure that Service Level Agreement (SLA) is met

Mentor and train others on the effective use of the Enterprise Change Management practices and tools

Perform reporting activities for daily, weekly and monthly communication meeting with internal team and / or customer

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