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Lumen Solutions Group Inc. · 5 months ago

Release Management Analyst Senior

Washington, DC

Full-time

Hybrid

Senior Level

Lumen Solutions Group Inc. is seeking a Release Management Analyst Senior to work within the Service Management function. This role involves evaluating change requests, assisting with process improvements, and facilitating governance of critical Service Management disciplines.

Information Technology & Services

Growth Opportunities

Responsibilities

Responsible for assisting in the governance of critical Service Management disciplines, i.e. Change Management, Release Management and Configuration Management

Participates in planning sessions related to projects or new technologies, to implementing process improvement within the Service Management area. Documents discussions and agreements. Facilitate gate review, change advisor boards and IT operational meetings

Establishes liaison relationship with business partners and IT departments in order to provide process solutions to meet user needs

Assesses process improvements needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advises on options

Reviews change requests, ensuring that all requests are complete, accurate and follow established processes, policies and procedures

Facilitates daily operations meetings, weekly Change Advisory Board (CAB) meetings and Post Implementation Review (PIR) meetings

Assists in the development of user manuals and knowledge databases and assist in user training

Reviews impact of changes, investigates, resolves and escalates problems

Monitors and analyzes metrics to ensure customer satisfaction

Promotes an understanding of IT Service Management roles, processes and activities to business units and IT departments

Supports and participates in formal reporting related to IT Operations

Coordinate with SMEs to gain necessary approvals for requested changes

Review risk information for potential issues and determine mitigation plans

Verify the quality and completion of pre and post change implementation requirements such as testing approvals, scheduling, risk and impact analysis, release and deployment plans and backout plans

Participate in the Change Advisory Board as needed to represent change implementation activities

Validate key implementation milestones within changes

Analyze the relationship between incidents and implemented changes

Qualification

ITIL Change ManagementRelease ManagementServiceNow PlatformITIL CertificationChange Advisory BoardCommunicationAttention to detailSelf-starter

Required

Demonstrated years' experience in the IT Service Management field

ITILv3 or v4 Certification

ITIL v3 or v4 Practitioner in Release and Control or Change, Configuration, Release Working knowledge within IT operations and/or Service Management functions

Experience with ServiceNow Platform, including creating reports/dashboards and building KPIs

Able to Communicate and train users on process changes

Providing metrics, KPIs, reports and data to management to assist in decision making

Ensure Change Management process, policy, procedures, and training documentation is annually reviewed and updated as needed

Ability to work in a high stress environment

Preferred

ITIL Practitioner or Intermediate Certification

Experience working with other ITIL processes that interface with Change such as Request, Release, Incident & Problem Management; ensuring the process is adhered to across all streams of Service Management but also understands how change influences these and other processes

Knowledge of Six Sigma/Lean and CoBiT

Excellent facilitation and people skills

Excellent attention to detail

Selfstarter/independent worker/thinker

Demonstrated of experience in Change/Release Management

Master's degree in Information Technology, or equivalent