The IT Change, Configuration, and Release Manager provides subject matter expertise and governance for multiple IT service management functions including: change management, configuration management, and release management. This individual will have previous experience with IT service management responsibilities and will also have the ability to influence, coach, and educate others on core service management principals and concepts. In addition to service management governance, this position is also responsible for participating in ongoing process improvement with the goal of improving DHP’s IT Service Management methodology, practices, and processes.
Essential Job Duties:
1. Acts as the subject matter expert for the IT service management functions of change, configuration, and release.2. Responsible for tracking all requested and implemented changes to systems and environments.3. Maintain consistency across IT teams in the execution of change, configuration, and release.4. Assists with tracking changes and promotion through all environments to ensure consistency between environments and proper promotion process is followed.5. Champions efforts to minimize the impact of change, configuration, and release on production and non-production systems. 6. Establishes configuration management processes to ensure accurate population of the Change Management Database (CMDB)7. Promote the use of CMDB to ensure all components of systems and environments are tracked and configured.8. Partners with technical teams to plan and coordinate releases activities9. Defines and communicates release procedures.10. Continually revise and improve service management methods, practices, and processes for change, configuration, and release management11. Contribute to the business and technical requirements for systems that manage change, configuration, and release12. Provide training, coaching, and development of IT staff; in alignment with DHP’s change, configuration, and release processes.13. Develop, manage, and maintain effective working relationships with IT and technical teams.14. Improving change, configuration, and release process based on issues and/or failures.15. Analyze current process and software toolset used for change, configuration, and release. Provide management recommendations on the future direction of software.16. Engage with vendor partners to ensure alignment with DHP’s change, configuration, and release practices.17. Ensure the Scale Agile Framework (SAFe) methodology incorporate functions of change, configuration, and release18. Represent service management change, configuration and release on corporate initiatives and projects.19. Engage in technology vendor management and contract negations for service management applications/systems.20. Stay current on industry trends and technology features.
1. Bachelor’s degree in Computer Science, Business Administration, Engineering or a related field with an information technology focus and 3 years of progressive, broad based information systems or business experience OR an Associate degree in Computer Science, Business Administration, Engineering or a related discipline with an information technology focus and 6 years of progressive broad based information systems or business experience.2. Ability to work under pressure and to tight timelines, multi-task and take on additional roles or responsibilities when needed, accept and introduce change in a positive manner.3. Well-rounded ITIL & Service Management knowledge.4. Ability to understand and ethically navigate the organizational dynamics and company culture, so as to produce project/business by influencing key stakeholders.5. Initiative to self-manage a diverse and changing workload; persistence to follow-through until issues are resolved and all required information is obtained and disseminated.6. Demonstrated experience working well with customers of varying levels of technical expertise in complex environments to develop effective solutions to diverse business problems.7. Ability to work cooperatively and productively with others to achieve results. Act to promote a healthy work climate, good morale and cooperation between team members. Promote teamwork by building commitment and maintaining optimism.8. Ability to motivate others to work together toward common objectives. Successfully gain cooperation in situations of conflict and differing opinions. Work effectively in cross-functional groups.9. Ability to identify purpose and objectives. Gather and analyze data and develop rationale for decisions. Consider alternatives and assess their impacts and potential problems. Implement decision and evaluates results.10. Ability to use a broader and more innovative way of thinking on a daily basis about the overall goals of the job, team, and organization. Envision and plan the long term view of technology in our environment.
1. Knowledge of the health insurance process and/or the healthcare industry, with the ability to establish and maintain a high level of customer trust and confidence.2. Understanding of the software development lifecycle and the ability to interpret work tasks related to database, code development, batch execution and schedule, and infrastructure components.3. Knowledge of or the ability to quickly learn how software, data, and hardware relates to each other and troubleshooting skills to determine root cause for issues.4. Expertise in setting and managing customer expectations.5. Experience leading package implementations and working with vendors.