Job/Position Summary

Role: Change Control - The Change Control role within Customer Service Management team is a critical and strategic function responsible for managing and governing the lifecycle of software solution delivery across the organization. This role ensures that all change requests, enhancements, and large-scale transformation initiatives are handled in a structured, controlled, and efficient manner. The role operates at the intersection of business and technology, ensuring alignment between organizational objectives and technical execution.

Change Control is not limited to operational execution but also involves portfolio leadership, governance, stakeholder alignment, and continuous improvement of delivery processes. The role requires a balance of leadership capability, technical knowledge, and strong interpersonal skills to ensure that software solutions are delivered with high quality and minimal disruption to services.

Description - Leadership in software solution delivery lifecycle is a core responsibility of this role, covering activities from change requests to large-scale projects. This includes conducting discovery sessions to understand the diversity of business needs and translating those needs into actionable requirements. The role ensures that requirements are clearly defined, documented, and aligned with both business objectives and technical feasibility.

Solution design is a crucial phase where the role contributes to defining architecture, identifying dependencies, and ensuring scalability and sustainability of solutions. The process continues through development and testing phases, where quality standards are maintained, and solutions are validated against requirements. Finally, the role ensures that releases are deployed into service with minimal disruption and maximum efficiency.

Portfolio leadership discipline with operation governance is an essential aspect of this role. It ensures that software solution delivery is aligned with multi-project planning considerations. This involves overseeing multiple projects simultaneously, understanding dependencies, and ensuring that resources are optimally allocated. Governance frameworks are applied to maintain consistency, mitigate risks, and ensure compliance with organizational standards.

Communication with stakeholders of the PSSM organization is a continuous and structured activity. The role provides updates on progress, addresses questions or concerns, and escalates issues when necessary. Ensuring awareness of progress to plan is critical so that stakeholders remain informed about timelines, dependencies, and potential impacts of pending changes. Clear communication fosters transparency, builds trust, and enables effective collaboration.

Preparing updates for each stage of the change control and solution delivery process is another key responsibility. Updates are clear and concise for multiple teams to review and implement changes effectively. Documentation is structured to ensure traceability, alignment, and ease of understanding across cross-functional teams.

Interaction with stakeholders is essential to define changes, submit change requests, coordinate implementation plans, and track progress on delivery. The role involves prioritizing tasks and resources to meet timelines while adapting to changes in scope or requirements. Flexibility and responsiveness are critical to managing evolving business needs.

Defining delivery plans with roadmaps and timelines aligned to multi-project planning considerations ensures that solution delivery remains coordinated and efficient. The role ensures that changes do not conflict with other projects or system updates, requiring a deep understanding of dependencies and proactive planning.

Governance on change controls throughout the delivery process to product release ensures quality of service. This governance framework ensures that all changes are reviewed, approved, and implemented according to established standards, resulting in an optimal User eXperience (UX) for customers. The focus remains on consistency, reliability, and customer satisfaction.

Traits - A growth mindset is a foundational trait for this role, reflecting the belief that a person's capabilities and talents can be improved over time. This mindset enables continuous learning, adaptability, and openness to feedback, which are essential in a dynamic and evolving environment. Individuals in this role actively seek opportunities to enhance their skills and improve performance.

Agreeableness is demonstrated through behavior that is perceived as kind, sympathetic, cooperative, warm, frank, and considerate. This trait supports effective teamwork, collaboration, and relationship building across diverse stakeholders. It ensures a positive working environment and facilitates smooth interactions.

Conscientiousness is reflected in being careful or diligent, with a strong desire to perform tasks well and take obligations to others seriously. This includes attention to detail, accountability, and commitment to delivering high-quality results consistently. It ensures reliability and fosters trust within teams.

Extraversion is manifested in outgoing, talkative, and energetic behavior, enabling active engagement with teams and stakeholders. While extraversion supports communication and collaboration, the role also acknowledges the value of introversion, which is reflected in more reflective and reserved behavior when thoughtful analysis is required.

Grit, defined as perseverance and passion for long-term goals, is essential for navigating complex projects and challenges. This trait ensures sustained effort, resilience, and commitment to achieving objectives despite obstacles or setbacks.

Openness to experience includes active imagination, aesthetic sensitivity, attentiveness to feelings, preference for variety (adventurousness), intellectual curiosity, and the ability to challenge authority (psychological liberalism). This trait enables innovation, creative problem-solving, and adaptability to new ideas and approaches.

Passion for learning and collaboration is a critical trait, emphasizing continuous improvement and teamwork. Individuals in this role actively seek knowledge, share insights, and work collaboratively to achieve shared goals, contributing to both personal and organizational growth.

IT Skills- A strong background in computer science, information technology, or information systems is required for this role. This foundational knowledge enables the individual to understand complex technical landscapes and effectively contribute to software solution delivery.

The ability to explain the benefits of various software products and services to customers is essential. This involves translating technical concepts into business value, ensuring that stakeholders understand the purpose and impact of solutions.

The role requires the ability to answer technical questions about the technology and platform components of the solution. This includes deep knowledge of system architecture, integration points, and technical dependencies.

Knowledge of portfolio leadership practices in the software development life cycle is critical. This includes understanding scaled agile methodologies, project lifecycle management, and aligning delivery practices with organizational strategies.

Knowledge of application program interface (API), Web services, and data integration is essential. These technologies enable seamless communication between applications and are fundamental to modern software solutions.

The role requires knowledge of multi-enterprise and multi-tenant SaaS application architecture, cloud computing, and service operations. This ensures that solutions are scalable, reliable, and aligned with modern technology standards.

Strong project management skills are necessary, along with experience in change control management processes. This ensures that projects are planned, executed, and monitored effectively, with proper governance in place.

A strong understanding of both technical software aspects and business operations is essential. This enables the role to bridge the gap between technical teams and business stakeholders, ensuring alignment and effectiveness.

Experience working with cross-functional teams ensures that process improvement initiatives are met on time. Collaboration across teams is critical for achieving successful delivery outcomes.

Competency - Excellent communication skills, including spoken and written English and technical writing, are essential. This ensures that information is clearly conveyed to both technical and non-technical audiences, enabling effective collaboration.

Strong research, diagnostic, and problem-solving skills are required. Logical thought processes, the ability to differentiate root causes versus symptoms, and demonstrating the use of deductive reasoning through hypothesis testing are critical capabilities.

The role requires a motivated self-starter with the ability to work in a matrix environment. This includes managing multiple priorities, collaborating across teams, and maintaining productivity in a dynamic environment.

Prior experience in tracking, documenting, analyzing, and reporting changes made by stakeholders is essential. This ensures transparency, accountability, and effective management of change processes.

Strong ability to identify potential risks with proposed changes prior to implementation is critical. Risk management ensures that potential issues are mitigated proactively, reducing disruption and ensuring smooth delivery.

Excellent problem-solving skills, along with the ability to think critically when making decisions that affect business processes or procedures, are essential. This ensures informed decision-making and effective resolution of challenges.

The ability to anticipate issues before they arise while remaining flexible enough to respond quickly during times of unexpected change requests from customers or other business partners is a key competency. This adaptability ensures resilience and responsiveness.

A Bachelor's degree in information systems or computer science (or equivalent) is required, providing the foundational knowledge and skills necessary to perform effectively in this role.

ESSENTIAL SKILLS /COMPETENCIES
• Change Management
• Change Control Governance
• Software Development Lifecycle (SDLC)
• Portfolio Management
• Stakeholder Management
• Requirements Gathering
• Business Analysis
• Solution Design
• Release Management
• Risk Management
• Project Management
• Communication & Reporting
• Technical Documentation
• API & Web Services
• Data Integration
• Cloud Computing
• SaaS Architecture (Multi-tenant)
• System Architecture Understanding
• Testing & Quality Assurance
• Dependency Management
• Roadmap Planning
• Continuous Improvement
• Problem Solving
• Root Cause Analysis
• Cross-functional Collaboration

PREFFERED SKILLS /COMPETENCIES
• Diagnostics