Jacobs Change Manager in Scott AFB, Illinois

Change Manager


The Associate IT Service Management (ITSM) Change Management Analyst will serve as the ITSM Change Manager for USTRANSCOM. In this capacity, the Change Manager will be responsible as the ITSM Change Management (ChM) Process Owner who will ensure all change management activities are performed to the levels prescribed by the documented Change Management process. The ChM Process Owner will develop, manage, document and oversee all Change Management activities and tasks.

The selected candidate will have experience defining, implementing, managing and improving ITSM Change Management processes. The candidate will have experience ensuring that services are defined, that continuous service operations processes work in practice. Candidate will execute IT service management framework, Change Management governance processes, policies, standards and procedures to deliver quality IT services and improve execution effectiveness.

The ChM Process Owner will assist the lead Configuration Manager (CM) in various aspects of change management to include the service portfolio, to existing service offerings, to current in-flight projects (in conjunction with the Project Portfolio Manager), for user access request, and for changes to operational activities. The ChM Process Owner will define the categorization, receipt, maintenance, execution oversight and reporting for all proposed change requests. Furthermore, the ChM Process Owner assists in developing, distributing, and tracking all change packages resulting from approved Change Advisory Board (CAB) & Configuration Control Board (CCB) actions and/or approved project changes utilizing the Release, Control, Validation processes.

Responsibilities include but are not limited to:

  • Support the implementation and improvement of ITSM Change Management (ChM) processes by utilizing, leveraging & tailoring industry best practices

  • Provide expert leadership across the ITSM Lifecycle and be fluent in Service Transition functions

  • Ensure that the proper processes and policies are aligned particularly for Service Transition functions

  • Define the ChM process to handle all requested changes, including handling issues and unexpected events

  • Assist in defining the chronological order in which the change request activities should be executed

  • Ensure that all relevant parties to the change request understand their roles and respective responsibilities

  • Assist in defining the timeline and threshold for completion of change activities

  • Ensure that escalation procedures for each proposed change are clearly defined, understood by relevant participants, and are readily accessible at the time the change is executed

  • Coordinate updates to the Configuration Management Database (CMDB) upon successful completion of the executed change

  • Assist in the implementation and review of approved configuration changes, baseline configuration audits and engineering change proposals

  • Maintain accurate, up-to-date ChM policy and process documentation

  • Assist with collection, analysis and review of ChM tool workflows and ensure accuracy of the CMDB

  • Act as Subject Matter Expert to all change management working groups for proposed change requests

  • Use available ITSM tools to perform post-implementation reviews, document results and lessons learned

  • Keep all change requests up to date in the Service Management Toolset and review status of all records on a regular basis

  • Generate periodic reports tracking the success and failure rate of proposed change requests to include reporting on ChM issues and/or trends

  • Define change request categorizations most suitable to the USTRANSCOM environment

  • Receive, record, categorize and distribute Requests for Change and arrange for authorization or rejection within agreed timescales and at appropriate levels of authority

  • Arrange and facilitate regular and emergency Change Advisory Board meetings

  • Manage and distribute the Forward Schedule of Change and ensure all parties receive the maximum period of notice of any downtime


Required qualifications:

  • BS degree in a computer or system science discipline from an accredited college or university or any equivalent combination of education, experience, training and certifications.

  • 4 years' experience in managing ITSM Change Management process

Desired qualifications:

  • ITIL Foundations certification

  • Demonstrated experience with ITSM tools such as Remedy or ServiceNow

  • ITIL Change Manager Practitioner

The minimum of an interim Secret level DoD Security Clearance is required

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Jacobs is a background screening, drug-free workplace.

Primary Location United States-Illinois-Scott AFB

Req ID: I2S00035J