Position SummaryThe Change Manager owns the end-to-end Change Management process for the Service Desk, ensuring all changes to IT systems, infrastructure, and services are assessed, approved, scheduled, and implemented with minimal risk and disruption to business operations.
Key Responsibilities- Own and execute the Change Management process in alignment with ITIL best practices.
- Review, assess, and validate all submitted Requests for Change (RFCs) for completeness, risk, impact, and business justification.
- Categorize changes (standard, normal, emergency) and apply appropriate approval workflows for each.
- Maintain the Change Schedule / Forward Schedule of Change (FSC), identifying and resolving scheduling conflicts.
- Assess change risk and impact in coordination with technical teams, and ensure rollback/contingency plans exist for all normal and emergency changes.
- Monitor and report on change success/failure rates, unauthorized changes, and change-related incidents.
- Ensure post-implementation reviews (PIRs) are conducted for major and failed changes, and drive lessons-learned into process improvements.
- Maintain and continuously improve Change Management policies, procedures, and documentation.
- Ensure accurate logging, tracking, and closure of all changes in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management).
- Produce and present Change Management metrics/KPIs (change success rate, emergency change volume, CAB approval turnaround) to leadership.
- Enforce compliance with change freeze periods and blackout windows.
- Mentor Service Desk analysts and stakeholders on proper change submission and documentation standards.
Required Qualifications- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience). Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
- 2 + years of experience in IT Service Management, Change Management, and Service Desk operations.
- Solid understanding of ITIL framework (ITIL Foundation certification required; Intermediate/Practitioner preferred).
- Experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management) and their Change Management modules.
- Strong risk assessment and impact analysis skills.
- Proven ability to chair meetings and drive decisions among cross-functional technical stakeholders.
- Excellent verbal and written communication skills, including experience communicating with executive stakeholders.
- Strong organizational skills with experience managing competing schedules and priorities.
- Must have experience establishing, managing, and reporting Performance Measures (KPIs, SLAs, and XLAs) in support of government defined Performance Requirements. These Performance measures include SLAs that measure operational performance such as system availability, response times, and resolution times, based on the priority level of the service request, and XLAs that measure the quality of the end-user experience, including Customer Satisfaction (CSAT) and Customer Effort Score (CES). Ideal candidates have experience in establishing baselines for SLAs and XLAs producing automated reports, and dashboard capabilities/technologies with near real-time visibility into all KPIs, SLAs, and XLAs.
- Familiarity with ISO/IEC 20000-1 service management alignment.
- Familiarity with CAT I/II/III vulnerability severity classifications and their role in driving Emergency change decisions.
- Secret Clearance
Preferred Qualifications- ITIL 4 Managing Professional or Practitioner certifications, with Change Enablement specialization.
- Experience supporting federal government clients/contracts.
- Familiarity with configuration management databases (CMDB) and their relationship to change impact analysis.
- Experience with Incident and Problem Management processes.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
