Customer Relations Manager

Requirements:
• Experience in Information Systems, Change Management, Release Management, or another related field;
• Incident, problem, or change workflow automation tool experience;
• Certified Change Management Professional (CCMP) with the Association of Change Management Professionals (ACMP);
• Experience with Cherwell;
• Experience in ITIL Standard for Change Management practices;
• Experience in the use of the methods and tools used for risk assessment and mitigation of risks;
• Experience building and managing relationships in a matrixed environment;
• Leadership and proactive issue and risk management experience;
• Experience in IT infrastructure and application development technology and architectures;
• Experience in strategic planning, program development, and project management;
• Experience in providing presentations, consultation services, and training programs;
• Experience in developing auditing activities; including but not limited to surveys, investigations, quality assurance reviews;
• Certified Project Management Professional (PMP) with the Project Management Institute (PMI) (preferred);
• Bachelor's Degree in Computer Science, Marketing, Communications, Business Administration, or another related field (highly desired).



Responsibilities include but are not limited to the following:
• Oversee the day-to-day execution of the OIT change management processes and policies;
• Oversee release changes into production, through controlled promotion processes or documented support procedures;
• Provide support to change and release management resources across all areas of OIT, by coordinating approved change requests and integrating them with configuration and release management procedures;
• Manage and execute IT change and release management processes, encompassing project management, application development, and operational procedures;
• Provide oversight for, develop, and execute change and release management activities and tools to identify and evaluate stakeholders' knowledge, skills, and abilities;
• Develop and maintain a Configuration Management Database to serve as a digital twin of the Department's IT infrastructure;
• Troubleshoot and support Cherwell ITSM workflows with Cherwell Developers;
• Provide expertise in the design, maintenance, and delivery of training for change and release management, including a strong focus on processes for maintaining communication with other groups.