Process Improvement Manager
Process Improvement Manager
Posted on :
12-10-2024
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Job Description
TxDOT work to be accomplished:
Worker will
Own the Enterprise Change Management process for TxDOT ITD; defining goals and core
requirements of the process; accountable for process adherence process execution and continual
process improvements
requirements of the process; accountable for process adherence process execution and continual
process improvements
Partner with other process owners to coordinate and facilitate effective processes that Change
impacts such as the asset tracking tools incident tickets etc.
impacts such as the asset tracking tools incident tickets etc.
Serve as the TxDOT ITD oversight for Change Advisory Board (CAB) meetings
Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of
successful implementation at first attempt
successful implementation at first attempt
Escalate any Changes which are damaging the quality of the services
Ensure all Changes comply with process controls
Key responsibilities:
Ensure quality of tickets (e.g. that they have agreed to elements)
Ensure that Change implementation risks are understood in order to increase successful
implementation at the first attempt.
implementation at the first attempt.
Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and
confirm approvals for changes are communicated and understood by all stakeholders
confirm approvals for changes are communicated and understood by all stakeholders
Ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure
appropriate scheduling
appropriate scheduling
Oversee and confirm process whereby CAB meeting agenda and notes are captured and issued to
participants in a timely manner
participants in a timely manner
Track implementation progress and report back to all parties
Ensure a backout plan is in evidence and has been considered within the overall implementation
plan to minimize impact to service availability
plan to minimize impact to service availability
Oversee that Configuration Items (CI) are linked to the Change
Assist in arbitration of Change queries as needed in partnership with contracted vendor
Oversee approvals process is working effectively and appropriate approvers are in the workflow
Oversee change related documentation for quality and consistency
Oversee the documentation on change tickets and perform quality assurance and assessments for
effectiveness
Ensure all impacted / interested parties are informed throughout the Change lifecycle
Take personal control of Emergency and Expedited Changes
Participate in Post Implementation Review meetings (as needed basis)
Manage any followup actions identified from Post Implementation Reviews (as needed basis)
Create and distribute daily weekly and adhoc reports (as needed and appropriate)
Conduct training related to this area as needed and appropriate in partnership with contracted vendors
Minimum Yrs of Experience Skills and Qualifications:
8 Must have an understanding of ServiceNow tool processes and reporting
8 Acted in a change management capacity in an IT service delivery function
8 Remain calm under pressure; be able to prioritize their workload and multitask.
8 Is driven and personally invested in ensuring that participants in the Change
Management process enable the processes value objectives are met
8 Experience in the use of KPIs to track trends and drive behavior.
8 Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice
provider environment with shared SLAs
8 Experience with IT Service Management ITIL practices
8 Must have an understanding of ServiceNow tool processes and reporting
8 Acted in a change management capacity in an IT service delivery function
8 Remain calm under pressure; be able to prioritize their workload and multitask.
8 Is driven and personally invested in ensuring that participants in the Change
Management process enable the processes value objectives are met
8 Experience in the use of KPIs to track trends and drive behavior.
8 Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice
provider environment with shared SLAs
8 Experience with IT Service Management ITIL practices
Preferred Skills and Qualifications:
3 Strong verbal and written communication skills.
3 Demonstrated analytical thinker
3 Ability to learn subject matter processes people and learn how to be effective quickly
in a new environment
in a new environment
2 Have the ability to quickly establish credibility with the delivery teams (internal and
external).
external).
4 Experience with IT Service Management ITIL practices
3 Acted in a change management capacity in an IT service delivery function
1 ITIL Foundations or ITIL Practitioners Certification
Employment Type
Full Time
Key Skills
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