Required Skills
Change Management , Pac 2000 or Service Now or remedy or ticketing , ITIL , Sharepoint.
Job Title: Change Management Analyst
Duration: 18 months
Location: Charlotte, NC
Job Description:
• Communicates change management queue processing issues to and works with submitters to correct documentation and deployment submissions so that they can be successfully processed and deployed into the production environment.
• Responsible for applying controls and change governance to improve stabilization within the organization
• Assist in preparing content for publication via SharePoint; including, lists, libraries and pages.
• Ownership of the High Impact Change Management and Change Advisory Board process including escalation, coordination, resolution, and reporting
• Proactive problem management to identify incident trends, work across IT to resolve and reduce overall support call volume
• Closely interact with application and infrastructure teams as well as other business units to establish and maintain business service levels.
• Implementation experience required, with focus on ITSM services/modules including Incident, Problem, Change, Configuration, Asset, Release, and Service Catalog
• Two years of ITIL Change, Problem and Incident Analyst experience required with familiarity with common support tools and processes, including ticketing systems (PAC2000, Service Now) and reporting tools (Excel, SharePoint, and SQL)
• Experience managing ITIL processes and framework within Change, Problem and Incident Management, ITIL v3 Foundations Certification.
• Must be available for on call duties that will require being available on a cell phone.