The Change Management Coordinator supports the Change Manager in executing the change management process effectively by coordinating between various stakeholders, ensuring timely communication, and maintaining compliance with organizational policies.
Change Management ongoing activities have the objective of ensuring that standardized methods and procedures are used for efficient and prompt handling of all Changes, to minimize the impact of Change upon service quality and consequently to improve the day-to-day operations of the organization. Change Management covers all aspects of managing the introduction and implementation of all Changes affecting all IT services towers and in any of the management processes, tools, and methodologies designed and utilized to support the IT Service Tower components.
The change management specialist will also have the duty to actively share his knowledge and constantly drive the
improvement of processes in the organization. He will use his expertise to inform and educate the team, thus contributing to the professional development of all its members and the continuous optimization of work procedures.
The role of the Change Management specialist is defined to ensure a proactive approach to Change management.
Role objectives:
- Develops and implements core ITIL processes within client/internal owned ITSM tools.
- Works closely with other ITIL Processes on Knowledge, Incident, and Problem Management.
- Ensures that the change management processes are applied to all accounts effectively and efficiently, calibrated, according to business and contractual requirements.
- Manages and coordinates of the team involved in the project, resolving customer escalations, and promoting a culture of responsibility, while aligning services to the department's strategy, promoting innovation and identifying opportunities to improve project management, as well as to improve delivery conditions.
- Actively involved in:
- Administrative - Assists the Change Manager in tracking the lifecycle of Change Requests and ensuring process compliance.
- Assessment of the existing information - Assists in gathering data for impact analysis and ensures that all necessary information is complete before it goes for further levels.
- Authorization approval - Ensures that all required approvals are in place and documented.
- Change Advisory Board meeting - Assist in preparing materials for Change Advisory Boards and takes meeting minutes.
- Releases - Works closely with the Change Manager and Release Management to ensure that changes are implemented according to the change window policy and change calendar.
- Communication - Assists in the development and dissemination of communications related to planned changes.
- Knowledge management - Helps in maintaining and updating KMDB, KEDB, and CMDB
- Governance - Attends and document operational governance meetings and support the Change Manager in any governance-related
Key Responsibilities:
- Ensure strict compliance with Change Management processes.
- Work closely with Service Desk managers to establish priorities for each account.
- Help with the effective onboarding of new Change Management Specialists.
- Participate in company programs and projects, contributing as a Change Management specialist.
- Establish and maintain transparent communication channels with stakeholders throughout Change Management processes
- Monitor, evaluate and continuously improve the effectiveness of Change Management processes, based on industry's best practices and internal performance indicators.
- Promote knowledge sharing and cross-functional collaboration between Change Management teams
- Assist in the launch of new projects, providing the necessary resources to help on the incident control side until the new project creates its own team of specialists.
- Identify as a specialist in change management is part of the mobilization activity as an active member, when requested.
Required professional skills:
- Planning and organization- manages the processes, establishes targets and objectives, action plans ensures that strategies are translated into clear and specific objectives.
- Active listening: uses information extracted from customers and responds to needs.
- Problem Solving: Compares and correlates data from various sources and identifies key issues and trends with an insight into solving customer problems persistently probes to uncover underlying issues until the error or problem is clarified is direct and assertive.
- Creativity/Innovation: questions current habits and methods and adapt them or generates imaginative, innovative, and new ideas supports and leads the implementation of change
- Analysis: identifies patterns or connections between situations and key or underlying issues in complex situations.
- Connecting skills- obtain and utilize all relevant information from a variety of sources and use it for the benefit of all parties involved.
- Customer Knowledge: understands the impact of operations on Stefanini's business and commercial success understands the meaning and implications of key indicators or other performance indicators
- Precision in customer relationships- focuses on effort, resources, people, etc. to provide creative solutions that meet customer requirements works to anticipate customer needs and understands how to create added value.
- Verbal and written communication skills- communicates in appropriate, clear and concise terms, is persuasive, sets a benchmark and is assertive with others, is structured and provides correct and logical information in written reports, speaks English fluently.
- Employee Development/Mentoring- assists employees in reaching their full potential through feedback, guidance, development, and training assesses strengths and weaknesses provides constructive, motivating, corrective feedback
- Team orientation: builds cooperative relationships builds effective teams dedicated to organizational goals encourages team members to train each other, enhances interaction within the team seeks input from all, invests time in others to build bridges and understanding builds team spirit and creates a friendly work environment deals with diversity.
Candidate profile:
- Solid understanding of the ITIL framework and best practices.
- Experience with ITSM development and implementation tools, modules and techniques.
- Proven experience managing cross-functional teams and driving continuous improvement initiatives.
- Experience in automating repetitive tasks and improving team efficiency overall.
- Proven track record of delivering results in environments with high growth, fast pace and change.
- Critical thinking and problem-solving skills to assess customer situations and deliver actionable results.
- Proactive and flexible approach with a resilient and result-oriented nature.
- High tolerance and flexibility to lead and manage ambiguous situations.
- Good understanding of business best practices and process improvement.
- Strong analytical, problem solving and decision-making skills.
