• Oversees multiple employees operating within a defined support operations area.
• Works with clients to develop, implement and review customer relations service improvement programs to enhance delivery of service.
• Implements core business processes and assists in process improvement initiatives in order to enhance customer service. Recommends changes to policies and establishes procedures that affect immediate policies and procedures.
• Maintains communications with customer staffs and management to ensure that service is delivered on time and within budget. Interacts with subordinate supervisors, customers and/or functional peer group managers, typically involving matters between functional areas, other company divisions or units, or customers and the company.
• Leverages business, technical, and interpersonal skills to manage center operations, customers, and operations personnel.
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
• Coordinates and communicates with other area managers to leverage resources and discuss solutions to matters of significance.
• Provides continuing training and review and/or development of related policies and procedures.
• Performs QA before Business & Implementation Approval for Normal/Expedited changes.
• Executes or facilitates change planning with the workgroup for Normal and Expedited changes. May facilitate change planning for Emergency changes.
• Plan & coordinates more complex changes at team level.Ensures the risk analysis, impact analysis, and change planning is complete and accurate.
• Assigns change tasks to the most appropriate specialists within change planner’s workgroup, taking into account the skills and the availability of the individual specialists.
• Ensures testing is successful where appropriate.
• Notifies interested parties, as defined in change plan, of upcoming change and implementation results.
• Coaches team members concerning the process.
• Collaborate with other change planners when changes require resources from multiple teams.
• Local expert in change process for the team.
• Monitors timely completion of changes (“Stale Changes” prevention).
• Participates in peer group meetings.
• May perform initial registration of changes.

Basic Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• Bachelor�s degree in computer science, management information systems, or related field preferred
• Four or more years of information systems experience
• Experience working with customer technology and support requirements
• Experience working with the technology industry

Other Qualifications

• Strong communication skills
• Strong interpersonal and presentation skills for interacting with team members and clients
• Good organization skills to balance and prioritize work
• Good analytical and problem solving skills
• Human relations skills to select, develop, mentor, discipline and reward employees
• Good personal computer and business solutions software skills
• Ability to work independently and as part of a team
• Ability to create and maintain formal and informal networks
• Experienced in coordinating several changes or projects at the same time.
• Basic understanding of the service management processes.
• Detailed understanding of the Change Management work instructions.
• Capability to use ITSM (Remedy) to fulfill the role of Change Planner.