Meridian

  • IT Change Manager

    Job Location US-MI-Detroit
    Job ID
    2019-7387
    Category
    Information Technology
    Business Line
    CMC Corporate
  • Overview

    Who we are:

     

    Meridian, a WellCare Company, is part of a national network of passionate leaders, achievers, and innovators dedicated to making a difference in the lives of our members, our providers and in the healthcare industry.

     

    We provide government-based health plans (Medicare, Medicaid, and the Health Insurance Marketplace) in Michigan, Illinois, Indiana, and Ohio.  As a part of the WellCare Family of companies, we deliver healthcare excellence to millions of members nationwide.

     

    Our associates work hard, play hard, and give back. Meridian associates enjoy an exceptional experience and culture including special events, company sports teams, potlucks, Bagel Fridays, and volunteer opportunities.

     

    A Day in the Life of a IT Chnage Manager:

     

    The Change Manager – Information Technology supports the development and use of Change Management tools, standards, policies and procedures that follow Information Technology Infrastructure Library (ITIL) best practices. In this role you will be responsible for the Change Governance for IT infrastructure changes. Working with peer operational teams, you will be responsible for quality assurance of all changes to the production environments across all infrastructure technology streams at Meridian. In addition, this position acts as a liaison to business owners for IT SLA performance based issues and to the Meridian IT Applications department in support of the introduction of releases into the environment via the Change Management process. Finally, the Change Manager is also involved with Project and Technical support in the IT Infrastructure environment and is responsible for Change Management process reporting, performance, and metrics.

    Responsibilities

    • Develops, implements and maintains the Change Management process within the Meridian IT Infrastructure department, adhering to ITIL best practices.
    • Develop, implement, and maintain internal change management policies, procedures and associated training plans
    • Ensure quality and timely review / approval of change records in accordance with established policies and standards
    • Work with regional peers to ensure process objectives are met
    • Partners with peer regional teams to ensure OLAs are being met
    • Provides guidance and training on service management toolsets and policies to the change management user community
    • Prepares and presents change management reporting, including standard and ad-hoc reporting, analysis of trends, and management recommendations
    • Improve productivity by identifying candidates for standard changes
    • Conduct Change Advisory Board (CAB) meetings. Actively participate in Change Control Meetings and provide change management insight and expertise to influence decisions and next steps.
    • Develop change effectiveness metrics strategy and plan, and report on metrics related to the Change Management processes. Continually work towards making improvements in the change management processes. Contribute to organization cost reduction by monitoring, measuring and improving the change management process.
    • Conduct, review and oversee the submitted change requests through the change management process and adjust the implementation schedule accordingly, ensuring there is no conflicts between changes.
    • Provide direction for proper resolution of change request issues and resolve to foster a common understanding of the Change Management processes scope, applicability, and key related processes such as Configuration Management.
    • Certify all changes being introduced to the production environment have been sufficiently examined/ tested and approved by the proper personnel before the change is implemented. Confirm the installation and/or modification to any IT managed resource is accomplished in a logical and orderly fashion to achieve the expected result without undesired service interruption and within agreed timeframe.
    • Maintain change management and configuration management tracking/ ticketing systems. Ensure all changes to the production environment can be traced through the documentation and approval process.
    • Develop Change Management Catalog and ITSM readiness and ensuring that quality is not compromised. Regularly review and evaluate Policies, Tools, Change catalog and ITSM readiness and make changes as appropriate.
    • Champion the Meridian change policy, ensuring that it is understood by all parties providing the service, including external suppliers.
    • The Change Manager collaborates and communicates with IT and business leadership on SLA and/or KPI performance
    • Perform other duties as assigned

    Qualifications

     Education:

    • Bachelor's degree in an appropriate area is required.
      • Degree requirements may be substituted with an equivalent combination of education, training and experience.
    • ITIL Certifications and/or training strongly preferred

     Experience:

    • Experience in ITIL and Service Management best practices is preferred
    • Minimum of 3 years of experience with IT Operations, IT Production Support, or Change Management.
    • Experience with Process Improvement Methodology including defining and documenting workflow
    • Experience with Change Management tool and workflow; ServiceNow experience is strongly preferred.
    • Proven ability to work closely with the business community as well as technical resources in a tactful, professional manner.
    • Functional knowledge of hardware, applications, databases and potential dependencies.
    • Ability to facilitate meeting of peers, enable discussions that leads to resolution and communicate results.
    • Strong verbal and written communication skills.
    • Demonstrated ability to effectively communicate ideas and persuade others to accomplish challenging goals and objectives.
    • ITIL v3 Foundations and/or ITIL Intermediate certifications are strongly preferred
    • Experience with the following Microsoft Products: Excel, Word, Outlook, PowerPoint
    • Experience with ServiceNow is preferred

     

     Knowledge:

    • Knowledge of commonly used concepts, practices, and procedures within IT service Management is desired e.g., ITIL
    • Knowledge of ITSM tools and best practices is preferred

          

     Abilities:

    • Pro-active, can do approach
    • Customer focus
    • Accuracy and attention to detail
    • Personal commitment/Flexibility
    • Excellent interpersonal and communication skills

     

     

    What Meridian can offer you:

    • Our healthcare benefits include a variety of plans that are effective on the first day of employment for our new full-time team members.
    • Opportunity to work with the industry’s leading technologies and participate in unique projects, demonstrations, conferences, and exclusive learning opportunities.
    • Meridian offers 401k matching that is above the national average.
    • Full-time Meridian employees are eligible for tuition reimbursement towards Bachelor’s or Master’s degrees.
    • Meridian was named Detroit's #1 Fastest Growing Company by Crain's Magazine, so it is a great time to get involved with Meridian. 

     

    Equal Opportunity Employer

    #MSTR

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