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Metropolitan Transportation Authority · 4 days ago

Manager, IT Change Management

New York, NY

Full-time

Hybrid

Senior Level

$146K/yr - $173K/yr

5+ years exp

The Metropolitan Transportation Authority (MTA) is responsible for providing a full range of Information and Operational Technology services to its agencies. The Manager of IT Change Management will develop and maintain a comprehensive technology change management strategy, manage IT change and configuration projects, and ensure compliance with industry best practices.

Transportation/Trucking/Railroad

Responsibilities

Develops and maintains a technology change management strategy that aligns with the organization's objectives and IT architecture and allows for the continuous improvement of IT change management and configuration functions

Develops change management processes and serves as an integration point for other processes, including incident, problem, configuration, availability, and event management

Uses analytical skills and judgment to identify critical issues that may impact the business units as of result of an open incident or problem

Assists subject matter experts in investigating and resolving priority level one incidents and problems to include chronic performance problems/impaired services

Develops and facilitates policies and standard operating procedures regarding change control methodologies and application to the affected environment

Creates status, audit, and metrics reports on IT changes on a daily, weekly, monthly, and annual basis

Assists in mentoring and training of staff to gain experience and expand technical skill set

Manages projects related to IT change management and configuration management. This includes setting the direction for how changes will be managed and ensuring that the change management process is integrated with other processes, such as project management and service management

Manages the development, implementation, and maintenance of common policies, procedures, and processes for all IT divisions and MTA agencies for IT change management, configuration management, and deployment of hardware/infrastructure, based on industry best practices and experience with the MTA organization and IT environment

Assesses the test plans, test results, and risks associated with proposed changes and analyzes their potential impact on business operations, IT services, and stakeholders to coordinate; coordinates the prioritization of changes and decision of the appropriate level of scrutiny and authorization

Leads the communication of change plans, status, and outcomes to all relevant stakeholders, interfacing with the MTA IT Applications, Security, and Infrastructure divisions, agency relationship management, agency representatives, and system users as needed to ensure buy-in for changes and minimize disruption

Manages the evaluation, selection, implementation, training, and maintenance of systems supporting the IT change management and configuration management functions

Researches and recommends improvements and automations to streamline the IT change management process. This can relate to automated testing, automated deployments, systematically tracking upcoming changes, etc

Establishes training and support for IT staff and users affected by changes. This includes developing training materials, conducting training sessions, and ensuring that adequate support is available during and after the implementation of changes

Develops and maintains reports, indicators, and performance targets that monitor the implementation of changes, including tracking key performance indicators (KPIs) and reporting on the effectiveness of the change management process

Leads post-implementation reviews to evaluate the success of changes and to identify lessons learned

Oversees the compliance of change management activities with relevant laws, regulations, and internal policies; manages the documentation and maintenance of records to support audits and governance requirements

Manages emergency change processes to handle urgent changes that must be implemented immediately to resolve critical issues

May serve as a change leader for enterprise-level IT products/projects

Develops effective reports and documents to communicate findings and analysis to the product team and business stakeholders

Oversees rigorous quality assurance processes to deliver reliability, performance, and safety objectives

Oversees staff workload and quality of work, addressing performance issues when needed

Performs other duties and tasks as assigned

Observes the work performed by the contractor

Reviews invoices and approves them if the work meets contractual standards

Addresses performance issues with the contractor when possible

Escalates issues to other parties as needed

Qualification

Change management expertiseConfiguration management expertiseIT system designProject managementChange management softwareData analysisTraining program developmentRisk assessmentCollaboration skillsCommunication skillsLeadership abilityProblem-solving skills

Required

Demonstrated leadership ability

Demonstrated ability to inspire, motivate, and empower people to achieve organizational goals

Collaboration skills to ensure design specifications are seamlessly implemented by the development team

Expert experience with practices related to change management and configuration management

Expert knowledge of the design, testing, and implementation of IT systems

Strong background in developing training materials and programs to train staff on new processes resulting from changes

Strong knowledge of project/program management practices

Strong familiarity with change management software tools like ServiceNow to track and manage changes

Strong experience in collaborating with technology suppliers and software vendors

Strong experience with developing change proposals, impact analyses, and process guidelines

Strong experience in performing risk and impact assessments

Familiarity with technology change management automation concepts, frameworks, and tools

Familiarity with strategies to maintain operations throughout change

Familiarity with audit, legal, and regulatory requirements

Familiarity with contract management and budget control

Familiarity with latest technologies leveraged to facilitate change

Familiarity data analysis and reporting

Familiarity with process-focused execution, having successfully driven technical programs for enterprise products in a fast-paced environment

Familiarity with product delivery

Familiarity in product lifecycle management concepts

Familiarity with product management

Expert leadership in leading change by developing inter/intra team communication and cohesiveness; sustainment of culture and supporting staff during organizational growth/changes

Expert leadership in leading people by working with staff to develop systems to ensure consistent, high-quality project management discipline for all technology related initiatives and endeavors

Expert leadership in driving results by meeting organizational goals and customer expectations and make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks

Expert leadership in business acumen by providing direction on evaluation, selection, implementation, and maintenance of information systems, ensuring appropriate investment in strategic and operational systems

Expert leadership in building coalition by internally and externally building partnerships with key stakeholders to help achieve the MTA's mission or common goals through influence or negations

Demonstrated ability to lead teams, provide coaching and direct feedback

Expert in active listening, attention to detail, customer service, prioritization, and problem-solving skills

Expert in working independently and strategically

Expert in identifying and analyzing risks and developing effective mitigation strategies

Expert technical knowledge and diverse skillset to understand various technologies, systems, and potential risks

Expert in critical thinking, problem-solving, and decision-making skills

Expert in interpersonal and verbal and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers

Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact

Extensive hands-on experience with related tools

Expert experience working under pressure and meet deadlines individually and collaboratively

Thinks logically, assesses problems, and is results oriented

Expert in identifying complex business and technology risks and associated vulnerabilities

Expert in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical)

Expert in establishing and maintaining effective working relationships with employees at all levels within the organization, and with both internal and external customers

Bachelor's degree. A combination of education and experience may be considered in lieu of a degree

Minimum of 5 plus years of relevant technology experience

Company

Metropolitan Transportation Authority

Glassdoor3.6

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people in the 5,000-square-mile area fanning out from New York City through Long Island, southeastern New York State, and Connecticut.

Founded in 1834

New York, NY, US

10001+ employees