IT Change Manager

  • American Red Cross
  • 1518 Willow Lawn Dr, Richmond, VA 23230, USA
  • Apr 12, 2018
Information Technology

Job Description

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.

By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?


Job Description:

The IT Change Manager plays a key role in Red Cross’s IT solution reliability, business continuity, IT control environment, and enterprise risk reduction by overseeing the planning and day to day operation and maintenance of IT Change Management processes, standards, methods and tools in support of Red Cross IT and Business Unit strategies. S/he ensures that changes are efficiently and effectively recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled fashion. S/he provides subject matter expertise and employs best practices in the areas of IT Change Management. S/he liaises with and supports Red Cross business unit, project and IT support staff and volunteers to utilize and continuously improve IT Change Management practices in line with the ITIL best practice framework. She/he must have exemplary written and communication skills and a proven record of high-quality work and information management and reporting capabilities.

***PLEASE NOTE*** This position can be worked 100% remotely. Our HQ are located in Washington DC and travel to DC will be required for key meetings and during

Major Responsibilities:

Reporting to the Senior Director, IT End User Services-Cross-Functional Services, the IT Change Manager:

  • Ensures standardized methods and techniques are used for the preparation, building, testing and implementation of changes to meet process requirements and prevent change-related incidents.
  • Develops and maintains IT Change Management principles, standards, plans and procedures and their implementation within the agreed upon scope; promotes and communicates the process to all parties involved including external suppliers (contractors and vendors).
  • Champions correct organizational use; conducts awareness campaigns to win support for IT Change Management principles, standards, plans, processes and procedures.
  • Provides guidance, answers questions and coaches participants in the correct use of the process; identifies training requirements, arranges and provides training for staff, contractors and volunteers.
  • Schedules and chairs Change Board meeting and co-ordinates urgent changes among IT solution delivery and support teams; reviews changes prior to moving them forward for Change Board review.
  • Interfaces with customers, vendors, internal and external stakeholders, and strategic partners to ensure efficiency and effectiveness of IT Change Management operations and processes.
  • Function as the central and accepted point of contact and point of escalation for changes and change management process participants.
  • Ensures that changes to IT Change Management processes, standards, methods and tools are properly approved and communicated to staff before being implemented publicizes and oversees implementation of new scope and improvements
  • Ensures Quality of process and tools; defines and monitors Key Performance Indicators and drives improvements in process, methods and outcomes.
  • Provides management and other processes with steering information and reports specified per service, process and/or department based on run and maintain, project, audit and executive needs.
  • Escalates to Line Management if process is not followed or breached; Escalates to Senior Director where the process is not fit-for-purpose and in case of a conflict between the process and Line Management.
  • Evaluates existing Change Management systems and transitions their design, implementation and management into a common IT Service Management system established as the central and accepted system for changes; including estimating and planning work and resources involved and monitoring and reporting on progress against plans.
  • Assists auditors with auditing the activities of the Change Management function for compliance with established procedures and IT control framework; ensures corrective actions are and remediation actions are implemented.
  • Participates in the evaluation of new Change Management tools and provides input and recommendations of those that best meet the organization’s budget, resource, timescale and technical requirements.
  • Builds partnerships and teamwork with other managers across IT and the business.
  • Willingly accepts responsibility for new challenges outside their daily tasks.
  • Performs other related duties as assigned.

Education and Experience

  • Bachelor’s degree from an accredited college or university, with 5 or more years of experience with IT in a large, complex enterprise environment, or its equivalent, required.
  • 5-8 years technical experience - preferably in an IT Change Management Subject Matter Expert (SME) role. Solid understanding of ITIL framework and demonstrated proficiency in the ITIL v3 processes.
  • ITIL v3 Intermediate certification. ITIL V3 Expert or Master certifications a plus.

Computer/Technology

  • Intermediate to advanced skills with IT Services Management (ITSM) tools and methods. Experience with EasyVista ITSM a plus.
  • Intermediate to advanced skills with Microsoft Office Suite applications and MS-SQL
  • Intermediate to advanced REST/SOAP/Web Service system integration skills a plus
  • Experience working in FDA-regulated or financial industry IT environments.

Skills and Abilities

  • Process oriented and customer service focused
  • Proven technical skills, background and experience
  • Ability to write processes and procedures surrounding best practices
  • Proven ability to identify, analyze and innovatively solve problems
  • Proven ability to analyze and report on various levels of data and metrics
  • Ability to speak and communicate effectively in verbal and written format, and in an articulate and diplomatic manner across all levels of the organization
  • Strong presentation skills
  • Excellent organizational and time management skills
  • Familiarity with and participation in Project Management methods and processes
  • Capability to manage multiple efforts simultaneously
  • Ability to identify data patterns that do not adhere to Policy or Procedure standards or requirements
  • Detail oriented
  • Ability to work independently with little to no supervision

Work Environment

The duties above indicate the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable business needs.

***PLEASE NOTE*** This position can be worked 100% remotely. Our HQ are located in Washington DC and travel to DC will be required for key meetings and during

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

The American Red Cross is a diverse nonprofit organization offering its employee’s professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment. To be considered for this position, please visit www.redcross.org/jobs to apply.

To view the EEOC Summary of Rights, click here: Summary of Rights