IT Change Coordinator

Job title: IT Change Coordinator

Job description: Job Summary:

The IT Change Coordinator is responsible for ensuring that changes impacting BCCSS technology services delivered to the Health Authorities are managed effectively and professionally, resulting in clearly communicated and effectively implemented changes, with minimal impact to customer service by managing the IT change lifecycle as well as the development and standardization of provincial IT Change Management processes and procedures. The primary objective is to enable beneficial changes to be made with minimum disruption to IT services and operations of BCCSS and the Health Authorities.

Duties/Accountabilities:

• Leads the day-to-day operational management of the IT Change Management processes and enabling tool capabilities including trending and providing recommendations for continual service improvement (CSI) and taking corrective action as necessary to ensure the proper execution of the processes across BCCSS Technology Services and other process consumers.
• Leads the development and standardization of provincial change processes, procedures, and tools through the implementation and management of working groups representing BCCSS and the Health Authorities.
• Responsible for the establishment and ongoing refinement of performance measures and indicators (KPI’s). Meets all satisfaction targets as measured through KPI’s. Coordinates with functional roles in hierarchical management.
• Responsible for monitoring changes against defined indicators and KPIs for BCCSS management and Health Authority stakeholders. Works with stakeholders to develop, monitor, and optimize change management reporting metrics and performance indicators.
• Establishes procedures and controls to monitor the IT Change Management lifecycle and escalates to BCCSS senior management as needed to bring correct response and support from functional support teams. Defines factors for functional and hierarchical escalation, and to improve procedures and ensure compliance.
• Responsible for establishing and chairing the Change Advisory Board (CAB) including scheduling, meeting attendance, meeting management, and circulating all Requests for Changes (RFCs) and change schedules to the CAB in advance of meetings to allow prior consideration.
• Convenes CAB meetings for RFCs that meet defined criteria as necessary.
• Audits implemented changes based on defined business rules to ensure conformance with defined processes and take corrective action as necessary to enforce compliance and ensure appropriate change status.
• Works with other process domains (e.g. Incident, Problem, Knowledge, and Release Management) to ensure appropriate procedures, roles, and responsibilities are defined to effectively transition inputs and outputs between processes.
• Performs other IT Service Management related support functions as required.

Qualifications:

A level of education, training, and experience equivalent to a Bachelor’s degree in Information Technology, or other related field plus a minimum of five years’ recent related experience in an operational management role in an enterprise IT environment. Information Technology Infrastructure Library (ITIL) Foundation certification. Advanced ITIL certification(s), experience with IT Service Management software suites such as HP Service Manager or IBM Tivoli, experience with report generation utilizing Crystal Reports, Business Objects, or similar and prior experience with Change or Release management processes, concepts and tools preferred.
Outstanding written and verbal communication skills (technical and non-technical communication). Extensive experience with change management processes, concepts and tools. Experience in an enterprise IT environment in the role of problem manager, incident manager, process analyst, or similar. Working knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications. Strong interpersonal and client interfacing skills. Ability to work within a team environment. Strong attention to detail, troubleshooting, problem-solving, and analysis skill sets. Ability to organize resources across different teams to drive resolution of system critical issues. Ability to direct and manage Service Level Agreement (SLA) oversight, adherence and reporting. Ability to manage communications and maintain team focus on service restoration during critical outages. Ability to manage multiple priorities and work independently to achieve team goals. Ability to develop, implement, measure and improve repeatable IT processes.
Labor Agreement Excluded
Requisition # 110390E-2358042
Work Site 1795 Willingdon Avenue, Burnaby
Job Type Regular, Full-Time
FTE 1.00
Hours of Work 0800-1600
Work Days Mon, Tue, Wed, Thu, Fri
Expiry Date 14-Jul-2021

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