Change Management Lead

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Overview:

The Change Management (CM) Lead (CML) provides enterprise-level operational CM leadership for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) information technology (IT) infrastructure. USCIS has over 27,000 Government employees and contractors working at over 250 offices worldwide.

The USCIS Enterprise Infrastructure Division (EID) of the Office of Information Technology (OIT) provides IT infrastructure engineering, design, testing, implementation and operational support services for all USCIS enterprise components, to include networks, server rooms, data storage, telecommunications, video conferencing services and infrastructure security. The CML directly supports EID to coordinate, direct, manage, and oversee the design, development, integration, standards, operation and maintenance of CM of the enterprise IT infrastructure that supports USICS operations.

The CML shall oversee the CM Team (est. 5 technicians) responsible for executing operational changes to the USCIS IT infrastructure. The CML will manage the implementation of approved USCIS Infrastructure Service Requests (ISRs) for EID. ISRs are managed through the Service Now (SNOW) ITSM. Assigned SNOW tickets will be addressed in conjunction with an assigned government lead.

Responsibilities:

Responsible for planning, technical consulting, scheduling, coordinating, and executing the tasks as required to complete the ISR.
• Responsible for constant collaboration with several OIT organizations (Network Engineering Team, Network Engineering Team, System Delivery Division (SDD), Information Technology Program Managers (ITPM) and development teams.
• Responsible for tracking ISRs in accordance with ISR team's procedures and the USCIS ECN SharePoint site.
• Assists customer in understanding product configuration; communicates and documents the change process and policies; conducts configuration planning; audits requirements and validates baselines.
• Develops control processes and policies and ensures control measures are capable of supporting deployment activities to meet business needs.
• Ensures version controls are in place for software integrity.
• Interacts directly with all elements of the team to include management.
• Tracks discrepancies and changes against baselines and manages the change control database.
• Trains personnel on the proper methodology to maintain a proactive CM program.
• Provides daily support and direction to staff to change status requirements, deadlines and problems.
• Overall responsibility for managing the CM team, priority, status, and deliverables.
• Responsible for the training, staffing, and operational efficiency of the CM team.
• Ability to meet deadlines and satisfy requirements from other Engineers and Product Management.
• Communicate effectively and efficiently across all divisions including with the business, technical teams, and leaders.
• Take technical ownership of tasks and successfully work independently.
• Performs related duties as assigned.

Required:

• BA/BS in information technology or related discipline or equivalent experience.
• Possess an ITIL 4 Foundations Level Certification (or higher) within 12 months of hire.
• 7-12 Years of experience in enterprise-level IT Service Management (ITSM).
• 4+ years' team lead or equivalent experience in enterprise Information Technology (IT) Change Management, metrics and reporting, ITSM process management, or other relevant experience required.
• Expertise in integrating technical process workflows within current and future Change Management (CM) automation required
• Experience developing written functional documentation and training materials
• Thorough knowledge of the relationships between Change Management, Configuration Management and Release Management, and a desire to improve that understanding in others
• Demonstrated leadership experience implementing and improving IT processes
• Experience providing direction on implementing and maintaining internal change management policies, procedures and associated training plans
• Proven ability to work closely with the business community as well as technical resources in a tactful manner
• Possesses a Public Trust clearance.

Desired:

• Certified SCRUM Master (CSM) or equivalent.
• Possesses a SAFe Agile certification or equivalent.
• Possesses a CompTIA Security+ certification.

Work Environment:

• May require occasional travel between work centers or to client sites.
• Some after-hours or on-call support may be necessary.
• On-site work in a secure government or contractor facility.
• Must be able to work in a high-security environment and comply with all relevant security protocols.
• Standing for long periods.
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation up to 25 %

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.