About the Role

We are looking for an experienced L2 ITSM professional to lead Incident Management and P1 bridge calls and to drive Change Management across projects and the organization.

Experience: 8+ years total, with 5+ years relevant in ITSM / Incident and Change Management

Certification: ITIL certification required

Primary Skills

- Incident Management and P1 (major incident) bridge management
- Change Management

Key Responsibilities

- Apply change management processes and tools to build strategies that support adoption of changes required by projects and initiatives
- Conduct impact analyses, assess change readiness, and identify key stakeholders
- Complete change management assessments; identify risks and prepare mitigation plans
- Identify and manage anticipated resistance to change
- Create deliverables across the five change levers: communications plan, sponsor roadmap, coaching plan, training plan, and resistance management plan
- Support the design, development,



and delivery of communications and training programs
- Integrate change management activities into project plans and coordinate with other specialists
- Consult and coach project teams, managers, and supervisors; support and engage senior leaders
- Support organizational design and the definition of roles and responsibilities
- Evaluate and ensure user readiness
- Manage the change portfolio, track and report issues, and support change management at the organizational level
- Define and measure success metrics and monitor change progress

What We're Looking For

- ITIL certified, with solid hands-on experience running P1 bridges and major incidents
- Proven track record in change management and stakeholder management
- Excellent written and verbal communication skills

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