IT Change Management

2 weeks ago

King, Canada Conestoga College Full time

**Requisition Details**:

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

- **Requisition #**:22-454R2**:

- **Location**: 3065 King
- **Department**: Service Delivery
- **Starting Rate**: $35.06
- **Payband Range**: $35.06 - $40.71
- **Hours/Week**: 37.5 hours/week
- **Posting Date**: Monday, April 1, 2024
- **Closing Date**: Sunday, April 14, 2024 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)

Working closely with Information Technology & Systems (IT&S) Directors, Managers, Senior Analysts and Technicians, the IT Change Management & Training Analyst is responsible for developing and implementing change management training processes and plans that maximize end user adoption. The incumbent ensures successful utilization of new technology and digital Service Delivery processes throughout the college.

**Responsibilities**:

- Assesses requests for changes that originated from Incident, Problem and Release Management
- Determines the risk and impact of changes, prepares implementation plans, monitors progress, and creates related tasks
- Responsible for the day-to-day administration and maintenance of the Information Technology Service Management (ITSM) Change Management module and processes
- Leads Change Advisory Board (CAB) meetings, participates in activity/readiness reviews, and coordinate changes among IT&S Operations & Service Delivery teams; reviews changes for documentation consistency prior to CAB review
- Obtains approval for changes outside of the CAB approval process
- Continuously evaluates and evolves the change enablement process, implementing new solutions that address identified gaps
- Identifies best practice opportunities and shares across IT&S teams
- Enables 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
- Prepares and reports on monthly Key Performance Indicators (KPIs) and metrics
- Ensures alignment with Information Technology Infrastructure Library (ITIL) / ITSM and other industry best practice and methodology
- Works with stakeholders to plan and implement new features and enhancements required, with focus on change management, knowledge management and training activities
- Leads and facilitates change enablement activities with cross-functional team members and stakeholders to understand and ensure adoption of the operations change management process and policies
- Communicates change enablement policies, processes, and procedures to customers and stakeholders
- Creates training programs by preparing learning objectives, conducting needs assessment, researching content, and preparing lesson plans to educate college faculty and staff
- Uses Microsoft 365 to develop and update instructional content, including training manuals, quick reference sheets, instructor guides, articles, presentations, etc., to meet training objectives
- Designs, develops, and implements training programs and materials for change transitions in collaboration with IT&S teams, academic and business departments, customers, and other key stakeholders
- Provides user support through webcasts, workshops, drop-in sessions, and conference call consultations
- Works with the Service Desk team to manage the ticket queue, escalating tickets, distributing issues, and following up with customers

**Qualifications**:

- Two-year Diploma in Information Systems, Computer Science or Engineering, Business Systems Analysis, Technical Change Management, or related field
- Minimum five years of experience working in IT, providing change management, training, support and troubleshooting expertise
- Microsoft Certified Educator certification is considered an asset
- Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to Change, Deployment and Release management
- Working knowledge of Incident, Problem, Knowledge, Asset and Configuration management, and Service reporting and KPIs
- Proven experience in assessing changes, running CAB, facilitating Release planning or readiness reviews
- ITIL v3+ / ITSM Foundation Certification or Change Management Certification is considered an asset
- Strong verbal and written communication skills, problem-solving skills and detail-oriented
- Ability to work across functional areas to drive continuous improvement
- Ability to analyze and interpret data
- Flexible to changing priorities with promptness, efficiency, and ease
- Strong interpersonal and customer service skills and ability to present technical information to a diverse audience with varying levels of technical expertise

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