SUMMARY

The Change Management Engineer II is a key member of the global IT production Control team, which is responsible for managing requests for change through their lifecycle. In addition, the individual in this role will assist with communication, Training, stakeholder engagement, and coaching.

PRIMARY RESPONSIBILITIES

• Enforce change compliance, working closely with technical and business teams in order to ensure changes are fully documented and approved prior to implementation.
• Review all implemented change and/or release units to ensure they have met their objectives, both IT and business
• Create, manage, and coordinate the execution of Change Requests through Change Management process and the Change Advisory Board (CAB) meetings.
• Participate in CAB meetings and represent changes to the board for approval.
• Apply Change/Release/Problem Management best practices to drive continuous improvement and quality for Real Page Change Team.
• Meet with key members of the IT staff including Operations and Management, Product Development, and Product Support to aid in change and problem analysis.
• Work with the network operations manager to define performance goals and strategies.
• Anticipate issues proactively and escalate to Change Manager as appropriate.
• Monitor and support the team's adherence to the established policies, processes, and procedures.
• Produce metrics on established Key Performance Indicators (KPI’s) and create Knowledge Base (KB) articles to share knowledge across team.
• Efficiently and effectively responds to customer needs with a sense of urgency via email, telephone, and personal attention (walk-ins) in a professional manner.
• Participate in 24x7 on-call responsibilities and quarterly weekend work as scheduled
• Additional duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in computer science or related; equivalent experience in a related field may be considered in lieu of degree
• Minimum of 4 years’ experience in Change Management, Release Management; equivalent related experience may be considered
• Must be able to produce high-quality work as part of a fast-paced, dynamic team
• Familiarity with ITIL (Information Technology Infrastructure Library) Framework
• Strong verbal and written communication skills with proven technical writing abilities
• Proficiency with MS Word, MS Excel & PowerBI
• Strong team player with excellent interpersonal skills
• Ability to effectively manage multiple priorities with minimal supervision
• Systematic, disciplined, and analytical approach to problem solving
• Strong organization skills and attention to detail
• Candidate is ready to work in Shifts [US Day Support] & is flexible to work overtime as needed
• ITIL V3/V4 Certification