Change Manager

Change Manager

PANTHERx is the nation's largest rare disease pharmacy, and we put the patient experience at the top of everything that we do. If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don't need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

• Are inspired and compassionate problem solvers;
• Produce high quality work;
• Thrive in the excitement of the ever-challenging environment of modern medicine; and
• Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Pittsburgh, PA (Hybrid) Remote considered

Classification: Exempt

Status: Full-Time

Reports to: Director, IT Infrastructure

Purpose

The Change Manager is the Process Owner for IT Change Management at PANTHERx Rare, responsible for operationalizing and maturing the IT Change Management Policy. The policy was recently established and the supporting process exists in early shell form. This role facilitates the daily Operational CAB and the weekly Executive CAB, owns the Azure DevOps Change Management project as the system of record, extends the Standard Change catalog, populates and maintains the Business Owner and Validation Registry, and reports program health to IT leadership. The Change Manager works in close partnership with System, Network, and Application Engineers on change submission discipline; with Quality Assurance on the QA-to-Change-Management interface; with Informatics on intake-defined change work; and with Data & Analytics and Data Governance on data platform changes. The role is intentionally non-managerial and is structurally separated from the Policy Owner (Director, IT Infrastructure) to preserve segregation of duties between policy authorship and policy operation.

Responsibilities

• Facilitates the daily Operational CAB (15-20 minutes) and the weekly Executive CAB (30 minutes); distributes CAB agendas no later than 5:00 PM the day prior to each session.
• Triages incoming change requests for completeness before queueing for CAB review; defers incomplete submissions and supports requestors in meeting submission standards and the 24-hour pre-CAB lead time.
• Records CAB decisions in the system of record, including proxy attendance and vote outcomes; ensures quorum documentation is complete and accurate for every change approval.
• Owns the Azure DevOps Change Management project as the system of record for all changes, including work item templates, lifecycle states, approval gates, and submission quality standards.
• Owns and maintains the Standard Change catalog, including evaluation and approval of new candidates against documented promotion criteria, quarterly catalog reviews with the Operational CAB, and removal of entries that have caused incidents pending re-review.
• Owns the Post-Implementation Review process for changes requiring formal review including rollbacks, unplanned disruptions, Emergency Changes, and designated high-risk changes; facilitates root cause analysis with implementing engineers and affected business representatives.
• Defines, measures, and reports Change Management program metrics including change volume, success rate, rollback rate, emergency rate, escape rate, PIR turnaround, and validation cycle time.
• Builds and maintains a Change Management leadership dashboard surfaced to IT leadership and the Executive CAB; establishes baselines for new metrics where none exist and tracks progress against improvement targets.
• Maintains the Business Owner and Validation Registry, ensuring named technical and business owners are current for all in-scope production systems and that every applicable production change has an identified business validator before closure.
• Partners with System, Network, and Application Engineers on change submission quality and execution discipline; partners with Quality Assurance on the QA-to-Change-Management interface to ensure changes meet test execution criteria before reaching production.
• Partners with Informatics on Informatics-defined change work; partners with Data Governance and Data & Analytics on data platform changes including pipeline modifications, schema changes, feed adjustments, and BI/report releases; coordinates with vendor management on vendor-initiated and vendor-performed changes.

Required Qualifications

• 8+ years of progressive experience in IT change management, IT service management, or a closely related ITIL-aligned operations function.
• Demonstrated experience operating a change management process at scale, including facilitating CAB sessions, owning a change ticketing system, and reporting metrics to IT leadership.
• ITIL Foundation certification at minimum.
• Strong facilitation skills, with proven ability to run efficient, decisive review sessions across audiences that include senior executives.
• Experience with Azure DevOps, ServiceNow, Jira Service Management, or comparable IT service management tooling.
• Demonstrated experience standing up or maturing a change management practice, installing structure where informal practices previously existed.
• Strong written communication, with ability to produce clear agendas, decision records, and program-level reporting suitable for executive audiences.

Preferred Qualifications

• ITIL Intermediate or Expert certification, particularly Change Enablement or Service Transition modules.
• Healthcare, specialty pharmacy, or regulated industry experience, with familiarity with HIPAA documentation requirements.
• Familiarity with ASTQB or ISTQB QA concepts sufficient to coordinate the QA-to-Change-Management interface.
• Experience operating change management in a multi-platform environment spanning infrastructure, applications, data platforms, and AI/ML services.
• Exposure to data platform change disciplines including schema changes, pipeline modifications, model deployments, and report or dashboard releases.
• Bachelor's degree in Information Systems, Business, or a related field, or equivalent experience.

Work Environment

This position works in a home office and professional office environment. When in-office this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and communications via MS Teams.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, see, talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading and working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.