Problem Manager, Senior

The Senior Problem Manager plays a vital role within the Product Technology Group by reinforcing best practices while mitigating risks of introducing new technology services. As part of the Change Management Team you will ensure changes are appropriately and accurately logged, reviewed and approved, while maintaining and enforcing the processes and procedures that govern ITSM Change Management. The Change Manager will interact with and drive communication and planning across Leadership, Project, Business, Compliance and Technical teams. As a partner to the Problem Management team, you will support the Problem Management process by advising on documentation requirements, process expectations and best practices as needed.

What you’ll do:

Receive and maintain a record of all technical change requests, ensuring records provide complete information as is required for quality assurance testing, deployment planning, roll back processes and risk mitigation.

Monitor change requests for scheduling conflicts with other changes and business events; providing oversight of change implementation and coordination and monitor open change requests for missed target dates and other exceptions.

Oversee the change review and approval process with technical teams and business stakeholders to ensure that all impacted systems, subsystems and functions are aware of proposed change(s) and engaged with the review/approval process.

Schedule and host meetings including facilitating conversation around planning, execution, and post-change validation.

Manage communications to internal stakeholders and external customers about upcoming changes/maintenance work.

Monitor and govern compliance with the Change Management Process by maintaining and enforcing the processes and procedures that govern management of the RDO Change Management Standards, Policy and Procedures.

Advise on documentation requirements, process expectations and best practices related to the Problem Management process as needed.

Responsibilities may require an adjusted work schedule, overtime, and evening/weekend hours in order to perform the duties of the job.

What you'll bring:

Experience in ITSM Change Management, Project Management, and/or Software Development Life Cycle strongly preferred.

High attention to detail, strong technical aptitude, and ability to grow business acumen.

Ability to lead, influence others, and move toward a common goal, interfacing with individuals at all levels of the organization to establish effective working relationships.

Critical thinking skills and understanding of change management or problem management approaches, tools, and phases.

Strong analytical skills balanced with strong customer service orientation

Ability to quickly learn and adapt to new systems and tools.

Exceptional written and verbal communication skills.

ITIL Foundations certification preferred.

Intermediate understanding of networking concepts or related technology concepts, and/or familiarity with Blackbaud applications a plus.

Robust time management skills, diligent and conscientious approach, able to work under pressure, organize and prioritize a busy workload, and adapt to fit the changing needs of the business.

Able to work flexible hours as required by business priorities

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