Tech Change Manager II

Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is no longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! Job Summary The Change Management II role independently drives end-to-end execution of the Change Management process for an assigned service area. The role coordinates conflict resolution for overlapping or high-risk changes, applies risk-based prioritization, and uses data insights to refine MoPs and risk-scoring inputs. The role partners across technical teams, requesters, and operational partners to ensure changes deliver intended outcomes with minimal customer impact Responsibilities Own end-to-end execution of the Change Management process for an assigned service area, from intake through implementation review. Review change records for completeness (MoPs, validators, risk scoring, customer impact); coach requesters on quality gaps. Facilitate CAB / TCAB discussions for assigned changes; document decisions and drive follow-through to closure. Independently weigh business risk, customer impact, and operational readiness for each change in queue. Identify and resolve conflicts between overlapping changes; coordinate cross-team alignment for high-impact windows. Apply risk-based prioritization to recommend approval, defer, or reject decisions; surface trade-offs explicitly. Use data insights from change outcomes to refine MoP templates, validation criteria, and risk-scoring inputs. Identify recurring change failure patterns within assigned scope; partner with Problem Management to drive corrective action. Maintain process metrics for assigned scope (change success %, change rework %, CAB cycle time). Facilitate cross-team conversations on change risk, options, and recommendations. Communicate trade-offs (speed vs. risk vs. customer experience) clearly to peers, requesters, and stakeholders. Write clear technical and process documentation that informs cross-functional audiences. Train requesters and approvers on Change Management process steps, documentation standards, and risk practices for assigned scope. Remove process blockers (unclear ownership, missing escalation paths) for assigned scope; elevate systemic issues. Validate AI-suggested actions (e.g., risk scoring, change classification) for correctness before action; tune thresholds with Lead/Manager. Qualifications Bachelor's degree in IT, Computer Science, Business Operations, or equivalent work experience. 5+ years in IT Service Management, with at least 2 years dedicated to Change Management process work in a complex production environment. Demonstrated experience facilitating CAB or equivalent governance forums; documenting decisions and driving follow-through. Certifications Required: ITIL Foundation v3 or v4. Preferred: ITIL Practitioner or ITIL Specialist - Create, Deliver & Support. Technical / Functional Skills Strong working knowledge of an enterprise ITSM platform (ServiceNow, BMC Helix, or equivalent), particularly the Change module. Proficiency in dashboards/reports (ServiceNow Performance Analytics, Tableau, Power BI, or equivalent) for change KPIs. Demonstrated ability to assess Risk in a technical environment (systems, applications, change overlap). Demonstrated ability to drive complex change reviews and apply 5 Whys for early-stage RCA. Strong written communication; ability to write clear MoPs, runbooks, and stakeholder updates. Preferred Qualifications Experience working in a telecommunications, cable, or service provider environment. Familiarity with CMDB hygiene and CI lifecycle practices. Experience tuning AI-assisted tools for risk scoring or routing in an ITSM context. Exposure to Problem Management and the Change-to-Problem feedback loop. At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognise and reward these behaviours when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $100,246.00 - 164,689.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity. We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment. #J-18808-Ljbffr Optimum