We are looking for an experienced Change & Problem Manager to manage the end-to-end Change and Problem Management processes, ensuring successful implementation of changes, minimizing business disruption, and driving permanent resolution of recurring issues.
Key Responsibilities
- Manage the complete lifecycle of IT changes, from assessment and approval to implementation and closure.
- Coordinate CAB meetings and ensure appropriate change approvals.
- Assess change risks, impacts, dependencies, and implementation/backout plans.
- Manage problems through identification, investigation, RCA, and permanent resolution.
- Analyze recurring incidents and identify trends and underlying causes.
- Track Known Errors, corrective actions, and problem resolution within agreed timelines.
- Conduct Post Implementation Reviews (PIR) for major or unsuccessful changes.
- Monitor Change and Problem Management KPIs, SLAs,
and process compliance.
- Coordinate with technical teams, vendors, and business stakeholders.
- Drive continuous improvement of ITSM processes and service quality.
- Maintain accurate documentation and reports in ServiceNow or other ITSM tools.
Required Skills & Experience
- Experience in Change Management and Problem Management within an IT/ITSM setting.
- Strong knowledge of ITIL/ITSM processes and best practices.
- Hands-on experience with ServiceNow or similar ITSM tools.
- Strong Root Cause Analysis and analytical skills.
- Excellent communication, stakeholder management, and coordination skills.
- Ability to manage multiple priorities and work effectively under pressure.