Posting Date: 01-21-2015
Job Location: 6600 N Military Trail, Boca Raton, FL 33496
County: Palm Beach
Brand: Office Depot
Category: Information Technology
Performs most complex systems process analysis, design, and simulation across multiple platforms and/or cross-function in business areas
Performs process improvement and re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment
Demonstrates highest level understanding of Office Depot's business systems and industry requirements, and uses this knowledge to proactively identify opportunities and develop innovative solutions for complex processes in demanding business situations
Demonstrates expert understanding of potential functional design issues by suggesting alternatives
Assesses the organizational and customer implications of new functional designs to ensure consistency with the development strategy
Bachelors degree in related field or equivalent training and experience; Graduate degree preferred
Approximately 8-12 years experience in related field
ITIL Change Manager - Lead Functional Analyst
This position will be responsible for coordinating and controlling ITIL-based policies, procedures and communications for efficient and prompt handling of all IT changes; authorize and plan supported service or service component change; minimize the impact of change-related incidents to the business; improve day-to-day operations of the IT organization; deliver value to the business and our internal customers.• Participate in the expansion and implementation of ITIL in other process areas such as Configuration Management, Service Level Management and Service Catalog Management.
In addition, this position will be responsible for the integration and maintenance of the Change Management processes in the Change Management tool and ensure ongoing alignment with ITIL best practices.
While the Manager of IT Change Management does not have supervisory responsibility, they must work collaboratively within the organization to succeed. The IT Change Manager will act as a coach for senior leaders and executives in helping them fulfill the role of change sponsor. He/she may also provide direct support and coaching to managers and functional ‘leads' as they transition through the change process.
•Review Requests For Change (RFCs) and approve or reject them based on their adherence to documented Change Management Process requirements and standards
•Manage daily Change Management operations, i.e. publication of the change schedule and other operational reports
•Periodically conduct Post Implementation Review (PIR) on closed changes to gauge quality
•Facilitate regular Change Advisory Board (CAB) meetings and prepare all meeting materials; Publish meeting minutes and track action items
•Capture and publish metrics, Key Performance Indicators (KPIs) and Critical Success Factors (CSFs)
•Raise and track Change Management related issues and conflicts, removes barriers, resolves issues and escalate appropriately where required
•Provide knowledge, expertise and training on the use of the Change Management Process and tool
•Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)
•Initiates follow-up actions to correct any problems or inefficiencies arising during execution of the Change Management Process and highlights any issues or ideas of improvement to the IT leadership
•Assists the ITSM Organization in identifying and planning for process improvement projects in Change Management and other ITIL process areas such as Software Asset Management-CMDB, Service Level Management, Service Catalog Management
•Update, maintain and publish Change Calendar; Organize and manage the Emergency Change process
•Respond to annual audit requests related to change management
•Review and reduce emergency changes and unauthorized changes
•Responsible for ITSM tool administration ( Remedy, ServiceNow)
Required Skills & Experience
•10+ years of experience in IT with 5+ years in IT Service Management principles, processes and methodologies
•Experience and knowledge of change management principles, methodologies and tools (Remedy, Service Now, HP Service Manager)
•Excellent written and verbal communication, coordination, listening and leadership skills
•Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
•Ability to clearly articulate messages to a variety of audiences, including the ability to influence across the organization
•Proven communication skills with multiple levels of an organization, including interaction with senior leadership team within the company
•Self-driven and resourceful to achieve goals independently as well as work well in groups.
•Demonstrated ability to learn technical information quickly
•Team player able to work collaboratively and effectively with and through others, at all levels in the organization
•Forward looking with process improvement in mind
•Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus)
•Strong influencing and relationship management skills.
•High level of IT literacy - MS Office (Word, Excel, PowerPoint).
•Bachelor's Degree in Computer Engineering, Computer Science, Management Information Systems or related degree or equivalent experience. Master's Degree a plus.
•ITIL Foundations Certification
•Experience with large-scale organizational change efforts
•Proficient in Service Management (ITIL) processes
•ITIL Release, CMDB, Catalog Management
•Knowledge of IT Standards, Methodologies, CMM, SOX and audit requirements
•Demonstrated Project Management experience
•Remedy or ServiceNow tool administration
Office Depot offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.Equal Employment Opportunity:
Office Depot is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
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