Now Hiring - Manager of Change Management in Chelsea, MA

The Massachusetts Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

EOTSS is seeking to hire a Manager of Change Management who will serve as the owner of the Change Management process and chair of the Change Advisory Board. The Manager of Change Management will define and communicate the overall process, mission, goals, objectives and KPIs. The Manager will facilitate collaboration and integration across the EOTSS process owners and EOTSS lines of business to ensure consistency in the execution of the Change Management process and predictable results and appropriate communication for all change activity. They will deliver value through performance management, continuous improvement and promote a service-oriented culture focused on the quality of the member experience.

Under minimal supervision, will be overseeing the Change Management team and will consider recommendations to the Change Management process as the process owner to ensure a cycle of continual process improvement. This role also has responsibility for the oversight and day-to-day management of the Change Management team including the team's involvement and collaboration with other teams, projects, and objectives. The Change Manager will manage and maintain the Change Management processes for the Executive Office of Technology Services and Security (EOTSS). The day-to-day duties include the review and approval of daily change requests as well as facilitating weekly CAB meetings, performing post implementation reviews and periodic audits of changes.

The primary work location for this role will be 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 8AM to 4PM EST. This position will follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed, subject to the needs of the business.

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Responsibilities:

• Define, establish, and communicate the overall Change Management process, mission, goals, and objectives.
• Review and approve change requests based on established standards.
• Chair the Change Advisory Board (CAB), responsible for weekly change review and approval.
• Facilitate emergency change (eChange) communication and approvals.
• Ensure all changes are executed as defined, performing post implementation reviews to ensure compliance.
• In conjunction with other EOTSS teams, collaborate to develop or improve EOTSS processes - Change Management, Major Incident, Release Management, and others.
• Partner with Release and Configuration Management teams to ensure the end-to-end change life cycle is executed as designed.
• Partner with the Major Incident (MI) team to identify Changes, approved or otherwise that resulted in Major Incidents
• Perform regular audits on changes to ensure compliance with established processes.
• Prepare and distribute change management reports.
• Oversee the Change Management team.
• Develop, update, and provide Knowledge Articles for end-user consumption.
• Develop, update, and provide training and material for end-users, agencies, and groups.
• Review and update as part of the Continual Process Improvement cycle, the Change Management Process, and procedures
• Provide Change related reports as needed/requested.

Preferred Qualifications:

• At least three (3) to five (5) years of proven IT Service management and/or change management related experience with the ability to manage all aspects of the change management process and procedures.
• One (1) to two (2) years of supervisory experience in managing and mentoring a team, while implementing and ensuring a team focused and collaborative environment.
• Proven knowledge and firsthand experience with a wide range of technologies including Windows, Unix, Linux, Mainframe, Networking, Firewalls, Telephony, SaaS, Cloud Services, and desktop.
• Firsthand experience working with ServiceNow Change and Configuration Management applications a plus.
• Strong ability to establish and maintain effective work relationships with executives and key business partners.
• Demonstrated success leveraging and understanding technology to meet business objectives.
• Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management, ideally in a regulated environment
• Leadership skills with the ability to exercise sound judgment and be decisive under pressure.
• Excellent organizational, verbal, written communication, and people skills with a high degree of attention to detail
• Ability to work calmly and constructively under pressure and meet deadlines; the ability to manage and keep track of multiple tasks simultaneously.
• Ability to train users in the process and coach people in best practice.
• Good analytical person, analytical mind
• Ability to multitask and prioritize effectively.

Education and Certifications:

• Bachelor’s Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.
• ITIL V3/V4 Foundations Certification is a plus, but not required.

First consideration will be given to those applicants that apply within the first 14 days.

Please see Preferred Qualifications.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

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