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Technical Analyst/Change Management Lead Location: Hybrid 2 days a week onsite in Newark, DE or Indianapolis, IN Duration: 6 months Contract to hire (No C2C) Rate: $46-$65/HR W2 (Weekly Pay + Benefits after one month of employment) Interview process: Web based interviews to start with a final onsite interview (2-3 rounds) Start date target: mid-January due to Holidays Notes:- Mid-level change management specialist with an IT Delivery/ Systems Delivery background; IT Service Management background (ITSM)
- 4-6+ years experience
- Should have experience working with 3rd party vendors
- Helping manage Change Management issues as well as incident response.
- In 2024 had about 40 major incidents (mostly vendor related)
- Use Service Now, so need that experience.
- Strong self-starter ability
- Change Advisory Board (CAB) reviews all tech implementations participate in these CAB calls, not QB'ing the calls, but active participation and understanding, ask pertinent questions
- Not a manager role, but should be senior enough to make some decisions based on the severity of the issue/incident and report on the impacts
- This person would need to understand tech and systems changes and validate testing was done and validate
- Update changes in Service Now
- Driven individual, self-starter, ability to automate things, solid analytical skills
- Tech experience: Broad platform exp, Cloud Services, Systems Delivery lifecycle (dev, testing, etc), former dev background would be good.
- Who was impacted by an event? Get those key people/vendors on a call and be able to speak IT and Business side
- Major incident mgmt. and communication
- Testing background: exposure to test automation and testing processes use these skills to make sure items have been tested, the results and understand this
- Should have some exposure to working in an agile environment (fast paced, etc).
- Incident example:
- Certificate Update and one of the platforms used by agent group was no longer working.
- Alerts went out and then on a Workforce Management chat they were also pinged about the issue
- The Tech Analyst initiated a bridge call, pulled in teams and started going through alerts, research and trouble shooting
- Crafted an alert to the business explaining the issue; continued call and fixed issue
- Documented issue for future reporting and audit purposes
Description: - This role will manage the life cycle of application, infrastructure and operational changes to IT services leveraging standard procedures with the goal of controlling risk and minimizing disruption to associated IT systems and business operations.
Responsibilities:- Manage all aspects of IT changes.
- Understand and Evangelize change procedures.
- Maintain all documentation supporting our change management processes (policies, procedures, templates, etc.).
- Push for continual evolution of best practices (always looking for opportunity to improve).
- Support delivery teams with prioritization of change requests.
- Lead routine Operations calls (review incidents, upcoming changes).
- Conduct Change Management Impact Analysis and develop necessary plans.
- Supporting any other Change adoption activities such as Change baselining & measurement, methodology review and training, Communications.
- Review and record requests for change (RFCs).
- Help coordinate change and outage plans.
- Organize change management strategies.
- Play a pivotal role in assessing risks and dependencies associated with change requests and provide feedback regarding approval or denial.
- Manage CAB (change advisory board) meetings.
- Categorize changes based on defined process, compliance and risk.
- Mediate conflicts related to the change where necessary.
- Create and circulate the change schedule.
- Conduct Post Implementation Reviews (PIRs) when necessary.
- Support and conduct audit of change tickets and procedures.
- Produce management reporting.
- Review and report on production incident tickets.
- Support Major system incident activities (Manage troubleshooting calls, Produce Alert communications, Conduct Post action reporting)
Skillset:- 1 to 3 years of experience in change management-related programs (release management, change impact analysis).
- Strong knowledge of change management frameworks and strategies (ITSM, ITIL, etc).
- Techno-functional experience in Systems implementation (systems development, quality testing).
- Strong analytical skills and ability to observe, research and interpret change data and disposition accordingly (scheduling, compliance, reporting).
- Basic knowledge of cloud platforms.
- Strong knowledge of change management, delivery and procedure management tools such as Service Now (required), Azure Dev Ops (ADO), PolicyTech, etc.
- Experience with / knowledge of Agile delivery methodologies.
- Possess the technical skills to understand application and infrastructure changes and assess their impact.
- Possess the technical skills to review testing approach/success and accept or reject changes accordingly.
- Strong written and verbal communication skills.
- Strong Microsoft Office skills.
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
