ITSM Change Manager

Job Description:

Fidelity Investments is currently looking for an ITSM Change Manager to join their team. The Enterprise Infrastructure (EI) Operations team is looking for a highly motivated individual to provide ITSM Change Management support for Fidelity’s Production environment. In this role, you will be responsible for the execution of ITSM Change Management processes in accordance with Fidelity’s goal of production stability. The ITSM Change Manager ensures that standardized methods and procedures are used for efficient and timely handling of all production ITSM change and release activities to improve service quality and delivery.

This is a highly transparent position that requires frequent contact with Leadership. Your excellent communications skills and your ability to prioritize numerous tasks simultaneously will serve you well as a focal point of a dynamic, fast-paced business environment.

The Expertise You Have and The Skills You Bring

• 5+ years in a similar operational role required with a technical aptitude. 

• Experience creating business and technical Executive Summaries in a complex technology-based ecosystem

• ITIL Certification or 5 years of experience using Change Management tools

• Exceptional verbal and written communication skills

• Must have full understanding of the ITIL ITSM practice to support the day-to-day operations

• Working knowledge of both development and operations, including coding, infrastructure management, system administration, and DevOps.

• Working knowledge and experience with Observability and Correlation Toolset i.e. Datadog, Grafana.

• Good technical background with the ability to discuss architecture, hardware, and software concepts

• Ability to quickly learn new concepts and technologies to support day-to-day operations

• Ability to adapt to changes in processes, practices and absorb complex technical situations.

• Ability to build effective working relationships with peers and internal business partners.

• Ability to adapt to change and prioritize accordingly

• Demonstrate ability to form trusted working relationships with business unit stakeholders through collaboration and enhanced effective communications.

• Demonstrate an understanding of policies, procedures, standards, environment, and underlying importance/need of change management processes.

• Reviews and assesses the content of change requests to ensure required details are included.

• Leads or participates in change review and Change Advisory Board meetings.

• Facilities and provides oversight for systems installation, code deployment and infrastructure changes.

• Assesses and effectively communicates the impact of change requests on existing systems and confirms the effort involved in implementing the change.

• Monitors and reports on the progress of change implementation efforts.

• Communicates change activities to management and the business area.

• Recommends course of action if change is not proceeding as documented.

• Identifies when and where change procedures break down and makes recommendations for improvement

• Provides operational support of systems installations, configuration of systems installations and infrastructure changes.

• Works with development and business partners to define transition plans for ownership of systems/application to production; oversees implementation of plans.

Certifications:

Category:Information Technology

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.