Change / Problem Manager (m/f/d)

Beschreibung

We are currently looking for a Problem/ Change Manager (m/f/d) for our energy client

Start: 06.04.2021
End: 27.08.2021
Volume: 32hrs/week
Location: Remote

Background: Assessment, gap analysis roll out of changes for the problem management, incident and change processes. In addition consultancy will be needed to assess and put in place a Process Governance Framework together with a structured Training and Communication strategy for the area of the Service Management - Process Governance. The project has the goal of designing and implementation the process governance framework, meaning the operating model to be used by the process governance team to deliver and steer effective processes in the area of Service management. This includes as well the correct integration in this model of the process tools in use (Symbio, Celonis) and a communication and training plan to improve the engagement level of the other Units in the organization using these processes.

Task (performed independently):
- Overseeing, leading any incident, change & problem management process enhancements, including the analysis in ppt, implementation and assessment from start to finish, including corresponding documentation. Approvals need to come from internal Process Integration Leads (ops) and process owners together with any key impacted stakeholders (if required). Documentation will be in PPT, Symbio for the process WF design and documentation management in SharePoint for the detail procedures.
- Analysis and consult on proactive problem management process with particular focus on impact on the tooling landscape.
- Consult on how to extend and set up modern change and problem management process based on the "aaS" environment
- Managing the communications to all the affected stakeholders (internals and externals)
- Structure a communication plan to inform the key stakeholders about the upcoming changes to enable them to know how to use the amended processes.
- Creating and conducting the coaching and training sessions, including e-learning for various audiences, including externals and leadership.
- Collect process requirements from the key stakeholders
- Steer project results and executed by consulting internal and external resources
- Discussing and monitoring impacts of the process changes on the operations and tooling teams as well as on the dependent processes (configuration management). During the process assessment and gap identification, identify any dependency with the configuration management process
- Create reports and KPIs to measure and monitor effectiveness of the process via Power BI or Excel
- Use and steer process mining tools (Celonis) to advise analysis and drive improvements
- Consulting any stakeholder involved in change management process.
- Identifying suitable communication strategies and building on these, reviewing the plans (Process Communication strategy) and delivering reports in Excel or Power BI to the executives (Process Governance team.)

Skills
- ITIL certification required
- SNOW knowledge
- Knowledge in Change and Problem management
- Experience with Symbio, Celonis

Michael Bailey International is acting as an Employment Business in relation to this vacancy.