IT Change Management

2 weeks ago

King, Canada Conestoga College Full time

Requisition Details

**Job Title**:
**IT Change Management & Training Analyst**

**Requisition #**:
**22-454**

**Campus**:

3065 King

**Department**:

IT Services

**Payband**:

H

**Starting Rate**:

$33.38

**Payband Range**:

$33.38 - $38.75

**Hours/Week**:

37.5

**Posting Date**:

Tuesday, April 4, 2023

**Closing Date**:

Wednesday, April 19, 2023 at 11:59 PM EST

**Vacancy Type**:

Support Staff - Full-time

Support Staff Full-time New Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The IT Change Management & Training Analyst is responsible for developing and implementing change management and training processes and plans that maximize end user adoption and usage of Service Design, Delivery, Operations, and other IT&S changes. They will ensure successful utilization of new technology and digital Service Delivery processes throughout the College. Working closely with IT&S Directors, Managers, Senior Analysts and Technicians and in relation to their assigned projects, the incumbent is responsible for ensuring that process changes, training and communications required for the implementation of new technology and Service Delivery solutions, as well as related knowledge base articles, documentation, and training materials, are provided in a timely fashion to support implementation milestones.

**Responsibilities**:
**Change Management Operations**
- Assess requests for change that originated from Incident Management, Problem Management, or Release Management
- Register requested changes, determines the risk and impact of changes, prepare implementation plans, monitor progress, and create related tasks
- Obtain approval for changes outside of the Change Advisory Board (CAB) approval process
- Day-to-day administration and maintenance of the ITSM Change Management module and associated processes
- Lead the CAB meetings, participate in activity/readiness reviews and coordinate changes among IT&S operations and Service Delivery teams, review changes for documentation consistency prior to CAB review
- Ensure accuracy and completeness of Request for Change Tickets and provide feedback as necessary to ensure adherence to documentation standards
- Continuously evaluate and evolve the change enablement process, implementing new solutions that address identified gaps and improve customer experience
- Identify best practice opportunities and, where appropriate, share across other IT&S teams
- Enable IT changes based upon the evolving needs of IT&S, Service Delivery, the college, and business partners, leveraging experience and knowledge to collaborate with peers ensuring adherence to change management processes
- Prepare and report on monthly KPIs and Metrics related to change management
- Ensure alignment with ITIL/ITSM and other industry best practices and methodologies
- Work with stakeholders to plan and implement new features and enhancements required, with a focus on Change Management, Knowledge Management and Training activities
- Define key business metrics or indicators that drive Change Management process execution
- Interact with and scrutinize changes to ensure they are ready for implementation and ensure alignment with requirements for proper change approval
- Lead and facilitate change enablement activities with cross-functional team members and stakeholders to understand and ensure adoption of the operations change management process and policies
- Communicate the Change Enablement Policies, Processes, and Procedures to customers and stakeholders

**Training Operations**
- Develop training programs by preparing learning objectives, conducting a needs assessment, researching content, and preparing lesson plans to educate college faculty and staff
- Develop and update instructional content, including training manuals, quick reference sheets, instructor guides, knowledge base articles, presentations, dialogue, exercises, and other related material to meet training objectives and ensure content is current
- Utilize Microsoft 365 technologies to supplement curriculum, documentation, and training activities
- Design, develop, and implement training programs and materials for change transitions in collaboration with IT&S teams, academic and business departments, customers, and other key stakeholders
- Provide user support through training, webcasts, workshops/drop-in sessions, and conference call consultations
- Research emerging technologies, present findings, and provide recommendations
- Coach, consult, and train on technical solutions at various campuses as required
- Evaluate training effectiveness by conducting surveys and gathering feedback

**Service Delivery Operations**
- Work with the Service Desk team to manage the ticket queue, escalate tickets, distribute issues, and follow up with customers
- Provide technical support to end-users with excellent customer service; log issues

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