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Global Service Management Analyst, Sr more...
Location:Sunnyvale, CA
First posted:March 24, 2017

A Little About Us

The Change Management team within the Global Service Management organization is responsible for designing and managing standardized global IT change management processes.  The Senior Change Management Analyst responsibilities include managing day-to-day Change Management tasks, managing technical projects, developing analytical reports, and fulfilling administrative duties for Change Management related tools such as ServiceNow and Jira.

A Lot About You

Are you passionate about Service Management and ensuring that changes made to production systems are done without service disruptions? Do large scale technical projects excite you? Are you looking for an opportunity to administer modern SaaS solutions for a Fortune 500 Operations Team? If so, we have just the job for you!

As a Senior Change Management Coordinator, you will be responsible for the following primary objectives.

  • Driving substantial revisions and continuous iterations to the Change Management function at Yahoo. This includes influencing process design and product development.

  • Coordinating project-type change initiatives surface from Yahoo's Infrastructure Team. This includes scoping the impact of Change activities, communicating to stakeholders, coordinating resources, identifying dependencies, resolving blockers, and any other activities that support the objectives of IT Change Management.   

  • Working the ServiceNow Development Team to create solutions for recording and managing CI/CD software changes.

  • Fulfilling the role of system administrator for ServiceNow and Jira. This includes managing user access requests, report building, and other non development tasks.

Your Day

Emphasis will be placed on increasing quality of Changes made to the infrastructure as well as building solid relationships between the Event, Incident and Problem components of Service Management. Additionally, the Change Management team is responsible for developing methods that incorporate Service Management best practices with Continuous Deployment/Continuous Integration techniques. Other responsibilities include:

  • Frequent sync ups with the Datacenter Operations and Network Operations Teams to review roadmaps of upcoming planned maintenance.

  • Reviewing planned Change Management Requests

  • Managing enterprise communications regarding Change activities and related service impacts

  • Ensuring process compliance

  • Performing post change reviews

  • Developing managerial reports focused on change success and process exceptions

  • Identifying Continual Process Improvement items and developing plans to address

  • SOX audits

You Must Have

The ideal candidate must be highly skilled at process development as well as product development. Possessing a strong proficiency in project management and Agile methodologies will be key, as you will take a leading role in project managing the implementation of ServiceNow's Change Management module. Having a strong understanding of ServiceNow and Jira administration is a plus. Additional must have requirements include:

  • BS degree or equivalent experience

  • Fundamental understanding of ITIL best practices

  • Critical thinking skills

  • Excellent verbal and written communication skills

  • Basic understanding of and proficiency with project management core principles

  • Basic business analysis skills

  • Ability to understand and work with extremely complex environments

Preferred Qualifications

  • Information systems experience directly related to service management, ITIL, and/or IT operations

  • Experience with software systems development

  • Management experience in the area of business process analysis and/or business process redesign (BPR) including technical operations and change management functions

  • Service Management implementation experience

  • Experience with SaaS based Service Management solutions such as ServiceNow

  • Experience within large scale, enterprise Unix, Linux, Free BSD environments

  • Development of reporting metrics across Enterprise System Management toolsets and reporting dashboards/portals

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