Change Manager

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

·         3+ years of hands-on experience in change management and problem management activities of IT Services

·         2+ years in configuration management or in a similar capacity. Proven experience on preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents of IT Services

·         ITIL Foundation certification (higher-level ITIL certifications are a plus). Familiarity with ITIL best practices and frameworks

·         Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position

·         Familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening. Knowledge of NATO financial and resource management applications, like (EBA, SNOW, etc.)

DUTIES/ROLE: 

·         Change Management:

ü  Participate on Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment

ü  Evaluate change requests, ensuring they align with business objectives and minimize risks

ü  Maintain a robust change management process, including documentation, communication, and post-implementation reviews

ü  Facilitate change advisory board (CAB) meetings and ensure timely approvals

ü  Monitor the impact of changes and address any issues promptly

·         Problem Management:

ü  Investigate recurring incidents and identify underlying root causes, preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents

ü  Conduct thorough root cause analyses to prevent similar incidents from reoccurring

ü  Collaborate with technical teams to implement permanent fixes

ü  Maintain a problem knowledge base for reference and continuous improvement

ü  Proactively identify potential problems and work towards preventive measures

·         Configuration Management (Secondary Scope):

ü  Plan the configuration management process

ü  Identify the configuration management data as well as CIs and associated stakeholders

ü  Control the CIs or the receipts, as well as deviations from those receipts

ü  Make sure the configuration items in the CMDB are up to the standards and is updated regularly

ü  Keep track of the changes made in the configuration and report to management about compliancy failures

·         Principal Assistant / Admin Activities:

ü  Assist in the creation of the Purchase Requests (PR) in our internal system, also following up the lifecycle of PRs

ü  Assist and prepare the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE

ü  Responsible for preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that