Change Manager

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What you'll be doing...

The Change Manager is tasked with working in collaboration with the customer's change control process to initiate, submit, track and control change control activity in the support of the customer's infrastructure. This role will utilize existing Verizon applications and the customer's application (such as ServiceNow). Additionally, this role will work closely with the Service Assurance, Engineering, PM and Service Management teams.

Customer Specific Responsibilities:

• Interface with Customer operations team and follow change management processes as established by and documented in PPM.

• Notify Customer of all required software or firmware patches as suggested by the equipment manufacturers.

• Coordinate, plan and schedule all required software or firmware releases.

• Adhere to Customer change control processes, procedures and tools to handle, in a standardized manner, all requests for changes to applications, procedures, processes, system and service parameters, and the underlying platforms.

• Provide active participation and involvement with Customer change management process activities, to include meeting attendance, change advisory boards and improvement initiatives.

• Ensure effective change management practices for test plans, implementation plans, back-out plans and, when required, user acceptance plans, as defined in the M&P Manual.

• Maintain procedures and practices in order to provide updates to the Verizon CMDB, when appropriate, for updating configuration items and relationship plans as defined in the M&P Manual.

• Ensure NOC provides change control and metrics data for performance reporting.

• Use commercially reasonable efforts to notify Customer prior to, and after, the implementation changes made to Customer's production environment according to the following notification schedule:

• Emergency change (change required to remediate an outage where one or more user is impacted and the ticket is marked as a Severity One).

• Urgent change (Customer desires the change in twenty four (24) hours).

• Normal change implementation (completed within 3-5 business days).

• Provide prior written notification of the need for scheduled maintenance, which must be mutually agreed by the Parties in writing in advance.

• Process changes through change database and track all change approvals.

Where you'll be working...

In this hybrid role, you'll have some work from home days as well as days as set by your manager in the closest Verizon Enterprise office. To be eligible for this position, you must be within 90 minutes of one of the locations listed on the job opening and be willing to work in the office 2 or more days of the week.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Five or more years of relevant work experience as an IT Change Manager

• Advanced Excel Experience

• Experience successfully managing complex global environments

• Experience providing project or technical support in the development, analysis and maintenance of systems, software, processes, products or equipment. Assignments may involve more difficult issues; therefore uses experience, expertise and skills to solve problems that are more difficult but infrequent.

Even better if you also have:

• Familiarity with Verizon's Network management systems (Sev1 etc.)

• Familiarity with Verizon's tracking systems such as ETMS and ESP.

• Highly advanced skills with Excel

• Familiarity with ServiceNow and Salesforce.com

• Flexibility to take on new projects and assignments that don't always pertain to just finance management

• Can provide technical and/or analytical support to solve a wide range of complex issues/problems. Periodically makes recommendations that aid in the successful completion of projects within a product or functional area; works with limited supervision.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.