IT Change Management Analyst

The IT Change Management Analyst will be responsible for coordinating the change control process including review of changes to ensure accuracy, completeness and compliance.  This role will assist in the facilitation of CAB meetings, communication, reporting and conducting/reporting Production Defect Review (PDR) for all failed changes. Responsibilities within Change Management include ensuring that Customer contractual and Business Groups compliance expectations are met. This role is required to proactively engage essential stakeholder groups to ensure efficient operations and performance of the Change Management intake, output and deliberation processes. Additionally, this role must lead continuous improvement ensures around Change Management including the use of quantitative measures to expose improvement opportunities. This role will also be responsible for leading Business Continuity and Disaster Recovery plan development activities for the successful recovery of Express Scripts Canada systems should a service disruption or catastrophic event occur. This role works directly with multiple teams, management levels, disciplines, technologies, business groups, vendors, and customers. This role will also be asked to work outside of normal business hours to lead, support and complete activities around Change Management, Business Continuity events and Disaster Recovery events to ensure ongoing delivery of value to internal and external stakeholders.

Please note: This is a 12 Months contract with possibility of extension. This position will be based out of our Mississauga Head Office working 1-2 days on-site in a week.

Key Responsibilities:

Change Management:

• Review Changes, checking for accuracy, completeness and compliance

• Facilitate the change management process which includes coordinating Change Advisory Board (CAB) calls and scheduling the CAB meetings

• Prepare CAB agenda and completing Change Management reporting and metrics

• Communicate the outcomes of CAB and Change Management events to stakeholders

• Manage stakeholders’ participation and engagement within Change Management. This extends to internal and external customer and external vendor stakeholders.

• Create and foster an environment of open discussions around CAB and Change Management to ensure outcomes consistent with best practices.

• Define success metrics and performance measurements for Change Management and Disaster Recovery activities

• Maintain and provide Change Management process/tool training

• Own, maintain and ensure continuous improvement of Change Management template assets.

• Follow-up on Emergency Changes to ensure they are categorized correctly

• Participate in monthly Change Review and Validation meeting with IT and PMO

• Own, review and provide dynamic and annual updates to the Change Management SOP

• Support and guide the Project Management and IS Teams in the development of change management plans for projects

• Test validation and support for any Cherwell or Incident Management Tool changes related to Change Management

• Participate in internal and external audits, as required

Release Management:

• Participate in implementation planning meetings

• Ensure completeness and accuracy of Release Implementation plans

• Communicate the outcomes of Releases to stakeholders

• Own, maintain and ensure continuous improvement of Release Management template assets

Business Continuity:

• Develop and lead Business Continuity plan tabletop and Disaster Recovery strategies for restoring critical business systems.

• Provides recommendations and solutions on how to mitigate the exposure to potential risk and develops risk management tactics and plans to prevent business disruptions; estimates budget and planning costs associated with the implementation of the strategy.

• Leads and develops regular and periodic testing exercises and a maintenance schedule to validate the capability of the recovery and contingency plans; implements approved solutions and reports back on the results.

• Leads the IT recovery and contingency plan efforts and actual event management, including organizing and leading a team of professionals from across the enterprise in the event of a disaster, communicating the summary information to all internal and external IT recovery support groups, identifying the appropriate level of resources to maintain continuity of essential functions, and tracking the overall recovery process.

• Develops and manages the Business Continuity risk analysis process and provide progress updates, advice, and information to the Business Resiliency Program.

• Develops and maintains all policies, procedures, methodologies, and documentation, including the Disaster Recovery plan and information and technology recovery run books. Establishes and manages a central online Disaster Recovery repository to house and maintain all information.

• Recommends and sponsors critical IT recovery performance targets and ensures effective monitoring systems are developed and in place.

• Provides training and education of the Disaster Recovery management program and Business Continuity Plan/Disaster Recovery industry best practices; maintains awareness of industry recovery standards and potential issues.

Qualifications:

• Related University Degree or College diploma in Computer Science or related field

• 3 to 5 years of Business Continuity/Disaster Recovery/ Change Management experience required

• Business Continuity/Disaster Recovery certification (ABCP, CBCP, or MBCI)

• ITIL foundation certification is required

Knowledge, Skills and Abilities required:

• Working knowledge of Business Impact Assessments and Risk Impact Assessments

• Working knowledge of Emergency Notification Tools

• Working knowledge of SharePoint

• Working knowledge of Microsoft Office Software (Word, Excel, PowerPoint, Visio)

• Strong organizational skills and effective communicator in both written and verbal interactions

• Ability to prioritize workload

• Ability to work effectively with other groups / departments

• Excellent written and verbal communication skills

• Ability to work a flexible schedule, sometimes outside of normal business hours, to accommodate project deadlines, change releases and crisis events.

NOTE: Internal candidates who are interested in this position should apply befor June 7, 2024.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.