Full Job Description
Summary of This Role
Controls the lifecycle of all technology changes, enabling beneficial changes to be made with minimum disruption to IT services while maintaining and enforcing the processes and procedures that govern IT Change Management. Applies Enterprise Change Management Process, standard operational procedures, structured methodology, and activities involving technology changes to the production operations environment from inception to completion. Improves the quality of changes by ensuring that a standard methodology is used to handle all changes and control the impact upon the business operations of the organization.
What Part Will You Play?
Review all technology change work requests within specific business segment.
Review, decision, perform impact assessment and authorize low risk, business as usual (BAU), change requests to proceed for implementation.
Review medium to high risk changes and coordinate for the Change Advisory Board (CAB).
Prepare CAB agenda
Evaluate timing of requested work against predefined working time frames to reduce risk to Global Payments team members and clients.
Confirms successful testing has been completed prior to production implementation
Confirms change implementation plan, including documentation provided contains accurate detail, post- change implementation validation planning is in place and has been tested in lower environments, remediation plan, communication of change work has gone out to the correct recipients and in the agreed upon/contractual agreement timeframe.
Perform Post Implementation Review activities to disposition change requests.
Works with Release Management to coordinate Change Requests
Prepares agenda for Standard Change Review Board
Provides input for Standard Change categorization
Review problem/incident management tickets to ensure incidents caused by change are properly vetted and related/linked to the actual change ticket
Creates change status reports and understands the data used to create reports
Coordinate and facilitate monthly scheduled maintenance windows (e.g. create timeline using microsoft project, identify and document correct timeline of events, resources, etc, schedule and chair preparation and post maintenance window meetings, facilitate maintenance windows, review change requests, communications)
Understanding of change requests
Knowledge engineering team responsibilities
Interact with the engineering team leaders
Understanding of work completed
Knowledge of change windows for specific segment
Understanding of change collisions and their possible negative impacts
Update/maintain change windows
What Are We Looking For in This Role?
Relevant Experience or Degree in: Information Technology, Business, Operations, Process Improvement or Data Analytics or relevant work experience
Typically Minimum 2 Years Relevant Exp
ITIL Foundation Certification
Master's Degree in a technical or business discipline
ITIL v4 Certification
IT Change Management, Network Operations Center, IT Service Management, Release Management, or Information Security background
Familiarity with Agile software development lifecycle
Familiarity with Dev Ops concepts
What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
Experience with IT Service Management tools, end user devices, network infrastructure and telecommunications systems and services in a PCI compliant environment.
Experience working in a secure environment. Understanding of the legal issues relating to IS/IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, international and NA regulations.
Ability to build strong working relationships with a variety of stakeholders.
Strong customer focus.
Good communication and negotiation skills