ITSM Process Owner (Change, Release and Request Management)
Job Summary
Job Description
Rackspace Technology is seeking a detail-oriented ITSM Specialist to support the implementation and operation of IT Service Management processes. This role involves working with the ITSM team to maintain and improve service management practices based on ITIL frameworks, specifically owning Change Management (CHM), Release and Deployment Management (RDM), Service Catalogue Management (SCM), Request Fulfilment Management (RFM), and Service Asset and Configuration Management (SACM) processes. Key responsibilities include defining and maintaining process guidelines, chairing Change Advisory Boards (CAB), auditing release processes, ensuring configuration information is up-to-date, monitoring process efficiency through KPIs, and producing performance reports.
Must have:
- Ownership of CHM, RDM, SCM, RFM, SACM processes
- Define and maintain CHM, RDM, SACM procedures
- Chair Change Advisory Board (CAB)
- Audit Release and Deployment Management process
- Ensure CMDB is updated and accurate
- Monitor process efficiency via KPIs
- Recommend process improvements
- Produce management reports on performance
- Develop and publish Change and Release Management standards
- Manage configuration documentation and CMDB
- Oversee software application delivery
- Maintain service catalogue for Cloud services
- Manage request lifecycle
- 5+ years IT Service Management experience
- Experience in IT Operations
- Experience running Change Advisory Boards
- Strong knowledge of ITIL framework
- Excellent communication skills
- Knowledge of ITSM Tools
- Experience with ServiceNow platform is a plus
Good to have:
- Experience with SLA design
- CMDB data review and management
- Understanding of DevOps practices
- Experience with vendor management processes
- Experience in Cloud service Operations
- Familiarity with IT governance frameworks (COBIT, ISO 20000)
- Experience with survey tools and customer satisfaction measurement
2 skills required
Job Details
Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.
We are seeking a detail-oriented ITSM Specialist to support the implementation and operation of our IT Service Management processes. In this role, you will work with the ITSM team to maintain and improve service management practices based on ITIL frameworks, to own Change Management (CHM), Release and Deployment Management (RDM), Service Catalogue Management (SCM), Request Fulfilment Management (RFM), Service Asset and Configuration Management (SACM) processes
Responsibilities
- Ownership of Change Management (CHM), Release and Deployment Management (RDM), Service Catalogue Management (SCM), Request Fulfilment Management (RFM) and Service Asset and Configuration Management (SACM) processes in terms of guidelines, standards, policies and changes
- Define and maintain the Change Management (CHM), Release and Deployment Management (RDM), Service Asset and Configuration Management (SACM) process and procedures, ensure they are properly established and followed by all Cloud teams
- Chairs the CAB (Change Advisory Board), review change requests with stakeholders and / or ensure all change artifacts been signed off by all relevant teams
- Reviews and audits the deployed Release and Deployment Management process, its associated techniques, and methods
- Ensure that an up-to-date configuration information for all technology assets is maintained, and only authorized components are used
- Monitor efficiency of Change Management (CHM), Release and Deployment Management (RDM), Service Asset and Configuration Management (SACM) through KPIs
- Ensure effectiveness of Change Management (CHM), Release and Deployment Management (RDM), Service Asset and Configuration Management (SACM) processes and make recommendations for improvement
- Produce appropriate management information to report Change Management (CHM), Release and Deployment Management (RDM), Service Asset and Configuration Management (SACM) performance
- To define the scope of the Change Management processes, function, configuration items to be controlled, and the information that is to be recorded
- To develop, document and publish Change and Release Management standards, Change and Release Management plans and procedures, ensuring that these documents are updated as and when appropriate
- To be responsible for Configuration Management; develop, document and publish the standards and ensure the database (CMDB) is fully updated
- Ensures that necessary data, forms and configuration items (CI) are available for use by all authorised personnel
- Monitor and document baselines and releases of CI for formal test and delivery, ensuring that necessary data are available for use by those producing and/or using the baselined CI
- Ensure appropriate testing and regression plans are in place for all RFC’s (Request for Change)
- Prepare configuration documentations and maintain Configuration Management (CM) database
- Review and recommend improvements to existing CM processes
- Schedule audits on CM database and assist in implementing audit recommendations.
- Develop security guidelines to avoid unauthorized damage or usage of project items
- Assist in management, maintenance and automating of CM tools.
- Maintain proper version controls of software deliverables.
- Oversee the delivery of software applications in test and deployment environments
- Maintain service catalogue comprising of all Cloud services provisioned along with service definitions.
- Manage lifecycle of all requests and ensure they are approved / authorized, fulfilled as per standards defined
- Monitor efficiency of Service Catalogue Management (SCM), Request Fulfilment Management (RFM) processes through KPIs
- Ensure effectiveness of Service Catalogue Management (SCM), Request Fulfilment Management (RFM) processes and make recommendations for improvement
- Produce appropriate management information to report Service Catalogue Management (SCM), Request Fulfilment Management (RFM) performance
Requirements
- 5+ years of IT Service Management experience in process design and process execution (primarily on Change, Release and Request Management)
- Experience in IT Operations
- Experience in participating and preferably with running Change Advisory Boards (CAB)
- Strong knowledge of ITIL framework
- Excellent communication skills
- Knowledge of technologies supporting IT service management processes (ITSM Tools)
- Experience with ServiceNow platform is a strong plus
Additional Skills (Good to have)
- Experience with SLA design and CMDB data review and manage
- Understanding of DevOps practices and how they intersect with ITSM
- Experience with vendor management processes
- Experience in Cloud service Operations
- Familiarity with IT governance frameworks (COBIT, ISO 20000)
- Experience with survey tools and customer satisfaction measurement
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