Change/Problem Manager

In this rapidly evolving world, Leidos is always looking for new ways to disrupt the status quo, go to market faster, and optimize customer experiences.  We’re seeking an experienced Change/Problem Manager to create and lead the adoption and delivery of the Change and Problem Management processes (based on ITIL Service support principles) through effective coordination of change planning and implementation, problem resolution, liaising & building relationships with Business customers, IT Management, Team Leaders, and IT support groups.  You will also be responsible for coordinating the implementation of all changes to live services as authorized by management after approval by the central Change Advisory Board (CAB) ensuring proper Risk Assessment, Impact Assessments and Test plans are performed.

Candidate MUST:

Be currently located in the United States for the three current consecutive years

Be US Citizen or US Person (Green Card Holder) with the ability to obtain a Public Trust Clearance.

Responsibilities:

Change Management:

• To be responsible for Change Management ensuring that governance is defined and adhered to.
• Coordinate key interfaces between Change Management and other processes – in particular, Service Asset and Configuration Management and Release and Deployment Management.
• Works with service delivery managers and stakeholders within the group to ensure changes are recorded and evaluated, and that authorized changes are planned, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner. Monitors compliance of the Change Management process and provide guidance across the departments ensuring adherence.
• To co-ordinate the outputs of the Change Advisory Board (CAB) and to perform the role of Change Manager with delegated authority from management to approve changes that do not require escalation.
• Coordinate the scheduling of all changes to live IT service environment as authorized by the Manager after CAB approval.
• Carry out Risk Analysis and Impact Assessment on changes and ensure test plans are carried out to appropriate standards.
• Conducting post-implementation follow-up of failed changes to ensure lessons learnt and identifying the need for Major Incident reviews
• Ensure that the review of all implementation instructions as received from the CAB for technical feasibility and escalate potential implementation challenges to the CAB
• Assign responsibility for change implementation to appropriate resources with IT Services
• Ensure that the change implementation schedule and instructions are completely understood by the implementation resources
• Reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management and makes changes to this as appropriate. Make sure user acceptance tests are completed, and all defects addressed.
• Assist in the development of orientation, training, performance support, and communication assets necessary for the change initiatives
• Liaise with Customer Delivery Managers and Service Desk Managers on change scheduling and communication of progress.

Problem Management:

• Develop, co-ordinate and promote the effective functioning of problem management activities across support teams within IT Services
• Coordinate the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring working closely with the Service Desk Manager
• Support the Service Desk to identify Business priorities and ensure investigation and implementation of Problem solutions are prioritized against Business goals / impact and deliver value on investment. Present business case for implementation of changes to IT Executive.
• Ensure that assigned resolver resource(s) conduct detailed analyses of data gathered via the Incident Management process to identify underlying issues and to develop effective responses aimed at improving or eliminating service issues
• Manage in-depth investigations into IT-related problems and review related failures in processes to minimize future service interruptions
• Drive a culture within IT Services of proactively identifying common faults or areas where equipment reliability could be improved or where certain pieces of hardware and software are consistently causing problems
• Identify areas to reduce operational cost in delivering IT Services through effective process analysis and optimization. Identify bottlenecks and inefficiencies in delivering IT operations and lead the implementation of Service Improvement processes
• Support the Service Desk by providing information and knowledge base updates of workarounds
• Report on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis

Basic Qualifications 

• Bachelor’s Degree and a minimum of 8 years of technical experience. 4 additional years of experience considered in lieu of degree.
• Approximately 6 to 8 years of application development experience
• Demonstrable experience of delivering effective change management in both operational and project / program environments.
• Evidence of an understanding of new technologies and their support issues.
• Experience of providing management information and data on IT services and systems.
• Has broad industry experience in change management and is able to implement a successful change management process from zero to full maturity.
• Risk management experience.
• Ability to document processes and procedures in a clear, concise, and logical manner
• Proven development experience with client-server / distributed systems / cloud computing. 
• Experience in using AI/ML models, chatbots and robotics to help internal teams promote diverse business outcomes and drive innovation.
• Strong collaboration skills and desire to work within a team.  
• Ability to work in a fast paced, constantly changing environment. 
• Works well with limited oversight.

Required Certifications 

• PRINCE2 Agile Practitioner
• ITIL 4 Managing Professional Certification (ITIL MP)

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Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.