Intuitive Technology Partners, Inc. > Careers

Change Management Analyst

Job Title
Change Management Analyst
Begin Date
Herndon,  VA
Other Location

We're looking for an experienced Change Management Analyst. 


Job Responsibilities:

  • This position will provide assistance with Incident, Change, Problem Tickets and Knowledge Management for the Network Operations team.
  • Act as the interface between technical staff and the enterprise change board
  • Following up with users open tickets to document missing information and verify resolutions
  • Running ticket data reports, data visualization, organizing site surveys with technical staff
  • Contacting customers to clarify ticket details
  • Interpreting change requests to match service offerings
  • Manually adjusting change request approval workflow
  • Maintaining a working knowledge of the roles and responsibilities of various work groups in order to answer routing questions
  • Updating the Knowledge Management database.
  • Expected to coordinate the change process with the customer and act as a liaison to ensure that Engineers and Technicians follow established process.
  • Able to guide modifications to the change process and document adherence to the process.
  • Demonstrate sufficient IT technical knowledge to provide advice and guidance to customers and technical staff.
  • Expected to attend and occasionally brief and lead meetings utilizing Microsoft PowerPoint, Service Now Reports, and Visualization Software.
  • Able to explain not only the process but the underlying reasoning for the process to assist others in complying with it.

Job Qualifications:

  • A History of successful communications with customers and technicians and experience with multiple ticketing systems from a support staff perspective is desired.
  • Proficiency with use of Service Now preferred.
  • Experience with querying databases utilizing SQL statements desired. A history of basic data visualization utilizing tools such as Tableau is desired.
  • Must demonstrate sufficient technical knowledge to provide advice and guidance to fellow staff 
  • Must be able to explain not only the process but the underlying reasoning for the process to assist others in complying with it.
  • Must be proactive and able to work with minimal supervision.
  • Must have excellent customer service skills and frequently interacts with end customers and technology leadership
  • Has knowledge and experience necessary to apply logical precedent to handle one-off and unusual situations.

Desired Certifications: ITIL v3 Foundation

Required Skills

service now, change management, sql, tableau, ticket, snow

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