Job Description

NOTE: Must be a US Citizen to be considered for this position

We are seeking an experienced Change Manager to play a pivotal role in our Software Development and Support program, utilizing ServiceNow's Enterprise Service Management (ESM) platform for a federal agency. The ideal candidate will have a bachelor’s degree, 3-6 years of experience in change management, and a strong understanding of ServiceNow or similar platforms. This role is critical for ensuring the seamless implementation of changes within the IT infrastructure and applications, minimizing impact on operations and stakeholders. The Change Manager will be responsible for overseeing the change management process, ensuring all changes are assessed, approved, implemented, and reviewed in a controlled manner. This position requires a strategic thinker with excellent communication skills, adept at facilitating collaboration between IT teams, stakeholders, and leadership to support the agency’s objectives and service continuity. This position is contingent upon contract award.

Key Responsibilities

Change Management Process Oversight: Develop, implement, and maintain a structured change management process to manage all changes efficiently within the ServiceNow platform and related IT infrastructure.

Stakeholder Engagement: Act as a liaison between IT, business units, and stakeholders to ensure clear communication and understanding of changes, their impacts, and benefits.

Risk Assessment and Planning: Conduct thorough risk assessments for proposed changes, identifying potential impacts and developing mitigation strategies to minimize disruption.

Change Review and Approval: Support the Agencies Change Advisory Board (CAB) meetings, ensuring that all changes are reviewed, approved, and prioritized in alignment with organizational objectives.

Implementation and Post-Implementation Review: Coordinate the implementation of changes, ensuring compliance with agreed-upon plans, and conduct post-implementation reviews to assess outcomes and identify lessons learned.

Documentation and Reporting: Maintain comprehensive documentation of the change management process, changes implemented, outcomes, and feedback, providing regular reports to senior management.

Continuous Improvement: Continually assess and improve the change management process, tools, and practices based on feedback, lessons learned, and best practices.

Qualifications:

· Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.

· Bachelor’s degree in Information Technology, Business Administration, or a related field.

· 3-6 years of experience in change management within IT, with a strong preference for candidates with experience in ServiceNow or similar ITSM platforms.

· Excellent written and verbal communication abilities.

Desired Skills

· ServiceNow Knowledge: Experience with ServiceNow is highly desirable, especially familiarity with its change management module and capabilities.

· PROSCI ADKAR Knowledge: Previous experience with the PROSCI ADKAR change management process is desirable but not required.

· Analytical Skills: Strong analytical and problem-solving abilities, with the capacity to assess risks and impacts of changes.

· Communication and Leadership: Excellent communication, leadership, and interpersonal skills, with the ability to work effectively across all levels of the organization.

· Organizational and Planning Skills: Exceptional organizational and planning skills, with a proven track record of managing complex changes in a dynamic environment.

· Adaptability: Ability to adapt to changing technologies, processes, and organizational needs, with a commitment to continuous learning and improvement.

This Change Manager position offers the opportunity to contribute significantly to the success of a critical federal program, leveraging your expertise to ensure that changes are managed effectively, enhancing system performance, and supporting the agency’s mission. Your role will be instrumental in driving operational excellence and innovation within the agency’s IT ecosystem.

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