Manager, Applications Support - Change Management

• Full-time
• Location:
  
  Bothell
• Telecommunications Services
• Experience:
  
  3-5 years
• Education:
  
  Bachelor's Degree in Business, MIS, or equivalent
• Certifications:
  
  ITIL v3 Foundations required; ITIL v3 Operational Support and Analysis preferred
• Additional Benefits:
  Relo, Bonus

The Manager, Applications Support - Change Management, is responsible for overseeing the enterprise change management policies and processes within a 24x7 operational environment. This role manages a team of Change Analysts, ensuring effective delivery of change management activities, process improvements, and compliance with industry best practices.

• 3-5 years of experience with Change Management processes and management within an IT capacity
• Knowledge of software development and delivery principles and methodologies
• Excellent verbal and written communication skills
• Proficiency with Excel, Word, Visio, PowerPoint, Remedy and/or Service Now, and BI reporting tools

• Manage the enterprise change management policy and process
• Lead and develop a team of Change Analysts
• Coordinate change activities, including resolution, escalation, and Change Advisory Board operations
• Ensure documentation and knowledge transfer in change processes
• Drive continuous service quality improvements and KPI enhancements
• Implement and enforce ITSM processes and integrate with other ITSM functions
• Identify opportunities for process improvements and implement solutions
• Maintain industry best practices and certifications

• Generate reports and presentations for stakeholders using Remedy, Crystal Reports, and MS Office
• Identify problems and known errors through process integration
• Represent change management in community forums and meetings

All information will be kept confidential according to EEO guidelines.