At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewNYC 9-1-1 NGCS and Call Handling Service
Job Description
We are seeking an experienced Software Support Change Manager to oversee the end-to-end lifecycle of all software updates, patch deployments, system modifications, and new features.
In this role, you will be responsible for evaluating the risk and impact of technical software changes, leading the Change Advisory Board (CAB), and ensuring that our tier-1 to tier-3 technical support teams, client success teams, and end-users are fully trained, informed, and equipped for every rollout. You will minimize operational downtime, mitigate deployment risks, and drive smooth user adoption.
Key Responsibilities1. Release & Technical Change Governance
- Lead and govern the Request for Change (RFC) process for software support operations, bug fixes, updates, and major feature rollouts.
- Chair the Change Advisory Board (CAB), facilitating risk assessments, deployment schedule reviews, and dependency checks across dev, QA, and support teams.
- Maintain the master Software Change Schedule and release calendar to avoid overlapping deployments and high-friction release windows.
- Establish clear rollback plans, post-implementation reviews (PIR), and incident contingency strategies for every change ticket.
- Act as the primary liaison between Software Engineering/Product teams and Tier 1–3 Customer Support.
- Conduct Change Impact Assessments to evaluate how software updates alter existing support workflows, scripts, and customer-facing features.
- Ensure Knowledge Base (KB) articles, internal support documentation, and troubleshooting playbooks are updated before changes go live.
- Coordinate training sessions and release briefings for support leads and helpdesk staff on incoming software features and known workarounds.
- Monitor change success metrics (e.g., Change Failure Rate, Emergency Changes, Ticket Volume Spikes post-deployment, and Mean Time to Restore).
- Drive post-mortem analysis for failed changes or release-related support incidents to prevent recurring issues.
- Continuously refine ITIL/ITSM change workflows to balance speed (DevOps/Agile) with operational safety.
Required Qualifications
- Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience.
- Experience: 3–5+ years in IT Change Management, Technical Support Lead roles, or Software Delivery Management.
- Technical Mastery: Deep familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) and release management practices.
- Framework Knowledge: Strong understanding of ITIL v3/v4 frameworks (specifically Change Enablement / Service Transition).
- Soft Skills: Exceptional cross-functional communication, conflict resolution, and stakeholder management skills under high-pressure deployment deadlines.
Preferred Qualifications
- Certifications: ITIL 4 Foundation / Managing Professional, Prosci Certified Change Practitioner, or Certified Change Management Professional (CCMP).
- Agile/DevOps: Experience in CI/CD pipelines, DevOps environments, and SaaS software deployment cycles.
Basic Requirements
- Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, OR equivalent practical experience.
- Experience: 3–5+ years in IT Change Management, Technical Support Lead roles, or Software Delivery Management.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience
- 3-5+ years of experience in IT Change Management, Technical Support Lead roles, or Software Delivery Management
- Deep familiarity with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice
- Strong understanding of ITIL v3/v4, especially Change Enablement and Service Transition
- Exceptional cross-functional communication, conflict resolution, and stakeholder management skills
- ITIL 4 Foundation or Managing Professional certification
- Prosci Certified Change Practitioner certification
- Certified Change Management Professional certification
- Experience with CI/CD pipelines, DevOps environments, and SaaS software deployment cycles
Motorola Solutions, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Motorola Solutions, Inc. and has not been reviewed or approved by Motorola Solutions, Inc..
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Healthcare Strength — Healthcare coverage is effective from day one with multiple national carrier options and bundled prescription coverage. Offerings also include mental health benefits and Flexible Spending Accounts, with optional pet insurance.
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Leave & Time Off Breadth — Time off includes generous PTO with 9–10 paid holidays, and many salaried roles use a Flex Time Off or unlimited PTO approach. Paid parental and family leave plus adoption assistance expand support.
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Retirement Support — Retirement benefits feature a 401(k) with company match and immediate vesting. Additional financial programs like an employee stock purchase plan, performance bonuses, and company equity bolster long-term value.
Motorola Solutions, Inc. Insights
What We Do
Motorola Solutions is a global technology company that provides mission-critical communications, video security, and command center software to help protect people, property, and places for public safety agencies and enterprises.
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