IT Analyst - Change Management - #1335779

The Change Management IT Analyst effectively determines operational objectives, gathers information, and evaluates output requirements and formats. Plans, designs, and enforces policies that support adherence to defined service level agreements and relevant performance metrics between business teams and the IT organization. Perform research and analysis of complex issues, monitor progress, and deliver satisfactory resolutions to the various aligned business units Facilitates and enforces IT Change Management policies, procedures, and standards. Performs additional Demand Management activities, including creation and maintenance of documentation, creation of reports for aligned business units, review of data trends in the service catalog, root cause analysis, and identifying opportunities for automation. Drives utilization of information, statistics, and reporting. They also:

• Align system and business capability with corporate strategy
• Conduct training for IT staff related to IT Change Management Policies, Procedures, and Standards
• Collaborate with key business partners, end users, etc. to analyze, define, model, and document system requirements, mapping, and process improvements
• Develop effective key performance indicators for ITSM and change management processes. Report on compliance. Monitor and escalate issues as necessary
• Analyze ITSM requirements; develop comprehensive IT change management process flows across core technologies (using visual model)
• Develop procedures and controls to communicate the process to IT staff and management. Maintain and improve procedures and controls to ensure ongoing adherence to IT Change Control objectives
• Evaluates the impact of changes to IT Systems and/or IT Infrastructure
• Identify projects milestones, phases, and elements
• May develop organization change management framework and conduct user acceptance testing
• May ensure the program functions according to the design specifications and may ensure product specifications meet and support departmental standards and operating procedures
• May prioritize user requirements, coordinate system upgrades, and research new tools
• May configure and administer change management software
• Monitor change control process for defect-free software development and technology changes, ensuring that all change management requirements have been met before promotion to production
• Work with IT teams to track, resolve, and document complex software and technology defects and implementation problems found during the quality assurance or change management process. Report progress on problem resolution to management
• Assure application systems are properly documented
• Facilitate daily IT Change Control and bi-weekly Change Advisory Board meetings

This position has flexibility to work remotely from a mutually agreed-upon location, and/or hybrid location (onsite and work-from-home). #LI-Remote #LI-Hybrid Required Experience: Analyst I does not require specific experience, though 1-2/+ years relevant/technical experience is preferred. Analyst II requires minimum 2/+ years' experience; at Analyst III: minimum 4/+ years' experience, ideally to include skills and abilities such as:

• Analyze and develop specifications and functional requirements.
• Customer Service in a technical/business environment; effectively participate in multi-functional teams
• Develop reports and process metrics, as well as process and application system documentation.
• Deductive reasoning and critical/logical thinking
• IT Service Management methodologies; experience in administering IT Service Management (ITSM) software such as ServiceNow
• Project, Process, and Time Management
• IT and UAT methodologies knowledge
• Experience using a specific methodology such as COBIT, ITIL, Lean, Six Sigma, or TQM
• Knowledge of health insurance business processes and requirements

Required Education must meet one of the following requirements:

• Bachelor’s Degree in Computer Science, Computer Information Systems, related field of study, or equivalent work experience (Two years’ relevant work experience is equivalent to one year college)
• International Degree equivalency
• Applicable certification(s) +2 years additional experience; preference for Information Systems Auditor (CISA)
• Associate’s degree in Computer Science, Computer Information Systems, or related field of study, + 2 years additional experience

Reasonable accommodations To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.