Responsibilities include patch orchestration, vulnerability management (templates/process documentation), planning, and forecasting and building out release-related items including the new ServiceNow Release Module. Also onboarding for additional products (network, platform teams, AWS) and to assist with integrations for automating patching with ServiceNow modules.
Essential Job Functions:
Documentation - Create and maintain release management documentation, including action plans and tracking data. Participate in annual policies and procedures reviews. Ensure updates to training materials identified through the release management process are communicated in a timely manner. Ensure applicable policies, procedures and job aids are updated timely when changes are required pertaining to release management. Provide support by researching related subjects for various changes.
Change Management - Provide pro-active follow-ups with change/release requestors to ensure timely incorporation of agreed upon changes. Work closely with the change manager and provide support. Work with the incident and problem management team. Gather information and understand business process and procedures. Identify opportunities for continuous improvement.
Reporting and Meetings – Produce reports on release and change initiatives including reporting through dashboards and other data visualization methods. Track and report change status for releases and issues to management. Organize and host release management meetings. Participate in the Change Advisory Board meetings.
Minimum Qualifications:
- Bachelors Degree
- 3 + years of experience with ITSM organizations
- 2 + years of experience working in change/release management
Preferred Qualifications:
- 2 + years of AWS Cloud experience
- AWS Foundations certification
Knowledge, Skills and Abilities:
- ServiceNow Experience and Knowledge - change module, CAB workbench.
- Effective organizational and time management skills.
- Strong problem-solving skills.
- Exceptional verbal, written and interpersonal communication skills.
- Ability to organize and prioritize work schedules on a short-term and long-term basis.
- Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed.
- Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.
- Ability to work with little to no supervision while performing duties.
- Ability to work independently and with a variety of subject matter experts.
- Ability to work in a Regulatory framework
experience
6
