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About the Role:
The Change Manager will be responsible for overseeing and managing the Change Management processes within the organization, ensuring alignment with compliance requirements and supporting organizational transition efforts. The role involves working closely with cross-functional teams to ensure process improvements, compliance adherence, and effective change control. The Change Manager will be a key leader in facilitating change adoption for newly acquired entities and teams, optimizing service delivery, and driving continual service improvements (CSI).
What You'll Do:
- Compliance & Change Control Oversight:
- Serve as the point of contact for ensuring that Change processes align with organizational compliance efforts.
- Review and ensure that high-risk Changes from across multiple teams meet appropriate levels of scrutiny and communication before approval.
- Generate regular compliance reporting and monthly Change Management metrics to track adherence and performance.
- Responsible for the Change Approval Board process, and the chairing of the CAB, either directly or via trained and trusted Change Sponsors
- Transition and Integration Planning:
- Lead the development and execution of transition plans for newly acquired companies to migrate them into the organization's Change Management processes.
- Implement process improvements to ensure best practices are followed across teams, and lead continual service improvement (CSI) initiatives.
- Change Process Improvement & Training:
- Identify and train Change Sponsors to assist in reviewing Change Requests, ensuring adherence to established Change Control standards.
- Develop and refine auditing practices and key performance indicators (KPIs) to assess the effectiveness of Change processes.
- Provide training and support to teams on Change Management best practices.
- Constantly look for opportunities to automate elements of the Change process on our ServiceNow platform, such as conflict checking, risk assessment, scheduling and communication of Changes.
- Customer & Stakeholder Communication:
- Ensure that customer maintenance notifications and communications adhere to Service Level Agreements (SLAs).
- Advocate for and assist maintenance teams in coordinating with Technical Account Teams and Support to minimize customer impact during planned maintenance or changes.
- Risk and Impact Assessment:
- Conduct daily reviews of submitted Change Requests, verifying that risk and customer impact are properly documented, vetted, and scheduled to minimize disruption.
- Utilize reporting and analytics to identify areas where process improvements are required, using these insights to drive corrective actions.
- Root Cause Analysis & Reporting:
- Facilitate root cause analysis (RCA) for service disruptions, ensuring any change-related issues are thoroughly addressed.
- Deliver RCA reports and artifacts to senior leadership, highlighting trends and opportunities for future improvements.
- Identify Changes that cause Incidents, and use RCA process to implement preventative measures to ensure issues are not repeated
- Identify Unauthorized Changes through interaction with the Configuration Management Practice Lead in the Service Management Office, and address
- Product Acceptance & Supportability Standards:
- Contribute to the creation and enforcement of standards for product acceptance, leading to significant improvements in product supportability and overall customer experience.
- Align Change and Problem Management processes with ITSM toolset:
- Work with the Change and Problem Practice Leads in the Service Management Office to ensure that both processes and ServiceNow modules are built on best practice in a scalable and sustainable way.
- Bachelor's degree in business, IT, or related field (preferred) with a minimum of 8 years of experience in Change Management or a similar role.
- ITIL Certification - minimum of V3 or V4 Foundation.
- Demonstrable knowledge of Change and Problem modules in ServiceNow (or comparative ITSM toolset).
- Experience with compliance processes and Change Management frameworks.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Familiarity with IT Service Management (ITSM) frameworks.
- Good understanding of CMDB and how it interacts with Change, Incident and Problem Management, and with the assessment of risk.
Additional Requirements/Key Competencies:
- Leadership and team collaboration.
- Detail-oriented with strong organizational skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Skilled in facilitating root cause analysis and generating actionable insights.
- Proven experience in driving continual process improvements.
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Benefits of Working at CrowdStrike:
- Remote-first culture
- Market leader in compensation and equity awards
- Competitive vacation and flexible working arrangements
- Comprehensive and inclusive health benefits
- Physical and mental wellness programs
- Paid parental leave, including adoption
- A variety of professional development and mentorship opportunities
- Offices with stocked kitchens when you need to fuel innovation and collaboration
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.
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