Change Management Lead

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees.

Overview:

The Change Management (CM) Lead (CML) provides enterprise‑level operational CM leadership for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) information technology (IT) infrastructure. USCIS has over 27,000 Government employees and contractors working at over 250 offices worldwide.

The USCIS Enterprise Infrastructure Division (EID) of the Office of Information Technology (OIT) provides IT infrastructure engineering, design, testing, implementation and operational support services for all USCIS enterprise components, to include networks, server rooms, data storage, telecommunications, video conferencing services and infrastructure security. The CML directly supports EID to coordinate, direct, manage, and oversee the design, development, integration, standards, operation and maintenance of CM of the enterprise IT infrastructure that supports USICS operations.

The CML shall oversee the CM Team (est. 5 technicians) responsible for executing operational changes to the USCIS IT infrastructure. The CML will manage the implementation of approved USCIS Infrastructure Service Requests (ISRs) for EID. ISRs are managed through the Service Now (SNOW) ITSM. Assigned SNOW tickets will be addressed in conjunction with an assigned government lead.

Responsibilities:

• Responsible for planning, technical consulting, scheduling, coordinating, and executing the tasks as required to complete the ISR.
• Responsible for constant collaboration with several OIT organizations (Network Engineering Team, Network Engineering Team, System Delivery Division (SDD), Information Technology Program Managers (ITPM) and development teams.
• Responsible for tracking ISRs in accordance with ISR team’s procedures and the USCIS ECN SharePoint site.
• Assists customer in understanding product configuration; communicates and documents the change process and policies; conducts configuration planning; audits requirements and validates baselines.
• Develops control processes and policies and ensures control measures are capable of supporting deployment activities to meet business needs.
• Ensures version controls are in place for software integrity.
• Interacts directly with all elements of the team to include management.
• Tracks discrepancies and changes against baselines and manages the change control database.
• Trains personnel on the proper methodology to maintain a proactive CM program.
• Provides daily support and direction to staff to change status requirements, deadlines and problems.
• Overall responsibility for managing the CM team, priority, status, and deliverables.
• Responsible for the training, staffing, and operational efficiency of the CM team.
• Ability to meet deadlines and satisfy requirements from other Engineers and Product Management.
• Communicate effectively and efficiently across all divisions including with the business, technical teams, and leaders.
• Take technical ownership of tasks and successfully work independently.
• Performs related duties as assigned.

Required:

• BA/BS in information technology or related discipline or equivalent experience
  .
• Possess an ITIL 4 Foundations Level Certification (or higher) within 12 months of hire.
• 7-12 Years of experience in enterprise‑level IT Service Management (
  ITSM
  )…