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Hyatt is currently seeking an ITSM Analyst Change Management to establish Change Management policies, communicate clear processes, and ensure teams are compliant with procedures. The ideal person for this position is skilled and passionate about solving technical problems while focusing on the continuous improvement of the developer and operations experience.
The Change Management Team ensures that standardized methods and procedures are established and followed to document and approve all production changes. The Change Management Team utilizes the IT Infrastructure Library (ITIL) framework to establish best practices for change procedures. The Change Management Team works closely with the Compliance team to ensure change procedures meet the audit requirements.
The ITSM Change Management Analyst will report to the Manager, Platform Operations at Hyatt's corporate offices located in downtown Chicago.
Responsibilities
Establish Change Management procedures and ensure process compliance and consistency.
Facilitate and scribe the Change Review Board (CRB) meetings to provide visibility and approval for notable change activity.
Ensure all changes are properly approved and communicated.
Review changes and escalate potential high risk and conflicting changes to management.
Analyze change metrics from ITSM tools and make recommendations for improvement.
Create and maintain Change Management documentation.
Provide periodic training about Change Management for development and operations teams.
Collaborates with IT functions to assist in the development and implementation of change metrics and measurement tools.
Work with Service Now Team to configure and optimize Change Ticket forms and workflows.
Implement IT Service Management best-practice and process standardization.
Develop Self / Others (Keeping current, mentoring others, thought leadership).
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties or responsibilities may be required and/or assigned as necessary.
The ideal candidate should enjoy a challenging, fast paced environment with a focus on quality, operational excellence and industry leading innovation. Additionally, the ideal candidate should have excellent interpersonal skills, be able to work in a team environment and contribute as an individual. The candidate should be results driven, a self-starter, and effective at prioritization.
Required Qualifications:
2+ years experience in Information Technology, implementing or supporting ITSM processes
2+ years experience with Service Now or similar ITSM tool
Solid understanding of ITIL standard methodologies with specific focus on Change, Incident, and Problem management and their relationships
Knowledge of IT production processes, such as configuration management, release management, and asset management
Strong interpersonal skills with a customer centric approach
Strong business and technical acumen being able to effectively communicate with others
Strong organizational and prioritization skills
Education
Bachelor of Science degree preferred
Computer Skills Needed to Perform this Job
Working Knowledge of Microsoft Office (Visio, Word, Excel, PowerPoint)
Desired Qualifications:
ITIL Foundation certification
Familiarity with DevOps and Agile practices
Large scale IT or eCommerce industry experience
Preferred candidate is passionate about the hospitality industry