Responsible for resolving more complex incident and problem management issues related to program operations. Identifies and uncovers risks and potential risks in the interest of incident avoidance. Leads Problem Management investigations with technical subject matter expert. Collaborates with multiple teams within the technology organization to investigate and identify actionable tasks to prevent the recurrence of incidents. Diagnoses causes of incidents, determines the resolution, and ensures that the resolution is implemented. Utilizes Information Technology Infrastructure Library (ITIL) best practices to minimize the adverse impact of incidents and problems caused by errors in the IT infrastructure and initiates actions to prevent the recurrence of incidents related to those errors.
- Facilitate CAB/VCAB meetings and document decisions.
- Review and assess change requests for risk and impact.
- Coordinate ICCB submissions and approvals.
- Manage change calendar and blackout periods.
- Produce weekly VCAB reports and change metrics.
- Support change automation initiatives.
- Train stakeholders on change management processes.
Minimum Qualifications- Bachelor's Degree in Business/Information Systems or related field preferred or equivalent relevant experience.
- ITIL Certification and/or Problem Management Certification preferred.
- 4+ years as a change management lead (or equivalent)
- ITIL certification
Other Job Specific Skills- Agile professional certification preferred.
- Strong skills using Service Management tools (e.g., ServiceNow)..
- Strong in: ITIL change management, ServiceNow, CAB facilitation.
- Knowledge: Risk assessment, change workflows, documentation.
- Public Trust clearance (or ability to obtain).
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.
