Job Description

Mangaluru, Karnataka, India

• 5-8 yrs of experience in IT Service Management
• Should have in-depth knowledge in ITSM Change Management process/practice.
• Should have experience in developing, documenting, communicating, and maintaining the Change Management process and procedures.
• Should have experience in leading the change management activities within a structured process framework which includes but not limited to:
• Facilitating and leading Change Advisory Board (CAB) meetings and following activities.
• Effectively working with all involved stakeholders to ensure the objectives and goals of the Change Management process are always met.
• Evaluating the change impact and organizational readiness to limit potential risk.
• Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to an appropriate user base.
• Evaluating the risk of change and providing actionable guidelines on reducing the impact.
• Evaluating resistance in adopting the change at the user, process, and technology level.
• Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.
• Conduct post-implementation reviews to assess the decisions and performance related to the change request.
• Should have relevant knowledge and understanding of all other ITIL ITSM Processes, namely Incident, Problem, Knowledge, Request Fulfillment and Configuration Management, Service level Management, IT Asset Management, Infrastructure criticality, Priorities etc.
• Should have Knowledge in SLA/KPI/Technical KPI in Infrastructure Environment and experience in preparing & analyzing Reports/Dashboards.
• Should have knowledge of using Service Management Ticketing Tools.
• Should have experience in ensuring organization compliance requirements with Change Management processes.