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Technology Change Manager (Senior Analyst) (2020-9342)

Camas, WA, United States
Information Technology
2020-9342

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Job Description

Overview

It is an exciting time to join Fisher Investments; we are investing heavily in the future of our firm’s technology and information security.  Our business is growing internationally, which emphasizes the need to build an unparalleled team that drives future growth and scale through strategic solutions and continuous improvement.  We play a foundational role in supporting our firm’s diverse businesses, and we are excited to continue solidifying that foundation as we add more talented technologists to our Technology team.

 

The Opportunity:

 

Reporting to the Team Lead of IT Service Management & Delivery, the role of the Technology Change Manager (Senior Analyst) is to liaise between IT Infrastructure and other departments to manage IT Change Management delivery.  You will utilize your knowledge pertaining to Enterprise wide IT Change Management best practices to align to the ITIL framework and own the Change Management service.

 

You are responsible for orchestrating all IT Change Management activities, tools and ensuring that the formal process is followed consistently. This includes reviewing incoming change requests, scheduling changes and owning the change calendar, as well as chair weekly change review board meetings.  You will resolve conflicts, post change follow up and ensure that other standard operating procedures are followed.  As Technology Change Manager, you will also work with the Team Leader to suggest improvements to mature the Change Management process, including linking the Change Management process to the CMDB for better impact analysis and notifications.

 

The Change Manager will be serving as a Senior Analyst for ITSM.  You will be critical in ensuring IT changes are managed and planned thoughtfully, with the least possible disruption to the business, while supporting the firm in the evolving technology landscape at an enterprise level.

 

The Day-to-Day:

  • Maintain the day-to-day IT Service Management and Delivery of IT Change Management to all stakeholders, including the toolset(s) used through the Change Management process (e.g. ServiceNow, Jira, etc.) as primary point of contact
  • Document and maintain the Change Management policy, processes and standards
  • Review service, technologies and 3rd party suppliers to ensure that proposed requests for changes (RFCs) are safe and fit for purpose and include documentation of change impacts, back-out plans, test plans and resource requirements
  • Ensure break/fix changes are documented and implemented  
  • Convene Emergency Change Review meetings to facilitate the processing of Emergency Changes, including post change follow-up activities and documentation
  • Design, implement and maintain standard change procedures for the distribution and installation of patches and other routine tasks
  • Lead IT teams to meet service metrics, including performance measures and quality of the service provided
  • Manage the identification, definition and formalization of service requirements and measurements by SLAs, OLAs and other relevant metrics
  • Manage and maintain a full service life cycle perspective and work to balance short-term achievements with long-term goals

Your Qualifications:

  • 10+ years IT work experience and 5+ years IT Change Management and Delivery function experience
  • Experience with ServiceNow (SNOW) as a User and Developer; as well as general Infrastructure and Operations technologies used to support an Enterprise organization
  • Recent experience owning and running a fully operational IT Change Management practice or function at an organization
  • Coach, mentor and motivate junior service delivery staff to increase service and staff performance, end-user satisfaction and employee satisfaction
  • Engage with all other stakeholders and team involved in the services to ensure maximum adherence to agreed service metrics, while aiming for improvement of service and staff performance, end-user satisfaction and collaboration among IT teams
  • ITIL Foundation Certification v3 or ITIL 4 – minimum or demonstrable expertise in IT Change Management that aligns to the ITIL framework required

Why Fisher Investments:

 

Fisher Investments is a different kind of investment firm. We don’t come from Wall Street, nor do we believe we fit in with most of the finance industry, and we’re proud of that. We work for a bigger purpose: bettering the investment universe. From unmatched service to innovative perspectives on investing, it’s the people that make the Fisher purpose possible. After all, it’s our people that enable us to offer the level of service that we do. And we invest in them accordingly, offering exceptional benefits like:

  • 100% coverage of premiums for health, vision and dental insurance
  • A 50% 401(k) match, up to the IRS maximum
  • 20 days of PTO*, plus 9 paid holidays
  • Back-up Child Care Program available, offering up to 10 days annually
  • And much, much more

We take great pride in our inclusive culture. We value the different perspectives and unique skills you bring to the team – it makes us all better. Success at Fisher Investments is driven by results, a collaborative mindset and a commitment to accomplishing great things – so if you are ready to do that, we are ready for you! Apply today to be a part of a team environment where you can contribute, collaborate, and make a difference in the lives of people by bettering the investment universe.

 

We also provide a cumulative, continuous learning and development framework customized for every employee. This emphasis on personal and professional growth has yielded an award-winning work environment; we’re Great Place to Work Certified, and The Oregonian named us as a Top Workplace! But in the end, it’s not the perks that keep people here. They stay because they believe in our mission of service—our employees want to make a difference in an industry that can do better.

 

* California employees accrue up to 17 days of PTO and 3 days of sick time per year.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER

 

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