IT Change Management Lead in Raleigh, NC at Advance Auto Parts

Date Posted: 2/26/2021

Career Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Raleigh, NC
  • Career Type:
  • Date Posted:
    2/26/2021

Career Description



Job Description

THE OPPORTUNITY

The IT Change Management Lead is a member of the IT Operations Team with overall accountability for delivering IT Change Management services across the company.

Advance Auto Parts is looking for an experienced IT Change Management Lead to process definition and maturity particularly in a rapidly growing DevOps environment. The ideal candidate will be a proven thought leader in these areas with strong leadership experience, including automation, to ensure that we are able to fully leverage the capabilities of our Change Management platform.  This position, while including Change Process Management responsibilities, also requires the ability to define strategic direction of the process and will be accountable for metrics that demonstrate the value of the process at AAP. 

The IT Change Management Lead is responsible for the scope, strategy, definition and performance of the IT Change Management processes. This position plays a crucial role in our operational excellence strategy. This role leads the efforts to identify and execute improvements in processes and tools and will also lead daily operational activities, and measure process quality and compliance. This role will provide support, guidance, and training to process stakeholders and will drive adoption and communication of the process. The primary focus of this role is IT Change Management; however, this role will also be expected to collaborate with other team members on improving and supporting other ITIL processes. These processes include Incident, Problem, Knowledge, Configuration, Asset and Request Fulfillment.

PRIMARY DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Define and mature the scope, strategy, and definition of the Change Management process.
  • Assess existing process and assist in developing requirements for Change Management in ServiceNow.
  • Manage the overall implementation, adoption, compliance, performance, continuous improvement, and quality of IT Change Management.
  • Manage the day-to-day execution of the Change Management process.
  • Ensure integration with other processes, primarily Incident, Problem and Configuration Management.  Drive high levels of automation for consistency and speed.
  • Develop Critical Success Factors and Key Performance Indicators for Change Management.
  • Collaborate with IT Service Owners and business users to identify continual improvement and ensure applicable policies and procedures are followed.
  • Maintain the documentation & knowledge articles that support Change Management.
  • Organize training and communications to promote Change Management.
  • Assist in maturing all ITSM Processes.
  • Additional duties and projects as assigned by manager

REQUIRED COMPETENCIES

  • Live our Values – Inspires, motivates and ensures team is focused on serving our customers
  • Lead with Courage – Makes bold and timely decisions
  • Deliver Winning Results – Takes broad accountability for achieving team goals and objectives
  • Analysis – Analyzes Information
  • Managing Execution – Delegates and Monitors
  • Innovation – Engages in Innovation
  • Focus on Service – Deliver Service Requirements
  • Collaborating – Collaborates with Others
  • Communication – Writes and Speak Effectively
  • Leveraging Diversity – Understand and Respect Differences
  • Results Orientation – Drives for Results
  • Establishing Trust – Show Integrity
  • Adaptability – Show Resilience
  • Production Operations and Support – Defines and Executes Support Procedures

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree in Information Technology or Computer Science, or a related field; and 10 – 12 years relevant experience; or equivalent combination of education and experience.
  • Minimum of 8 years direct experience in IT Service Management; at least 5 of those years leading IT Change Management in a hybrid Agile / Waterfall environment
  • Experience integrating IT Change Management Tools and Processes with DevOps Tools and Processes
  • Experience managing all aspects the IT Change Management processes including strategy, implementation, reengineering, continuous improvement, and support.
  • Experienced in leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction
  • Experience with IT SOX / Audit as it relates to IT Change Management
  • ServiceNow experience strongly preferred

CERTIFICATES, LICENSES, REGISTRATIONS
 

  • ITIL v3 Foundations required

SUPERVISORY RESPONSIBILITIES

This position will be responsible for directly managing and influencing Service Provider outcomes and ensuring the highest level of service quality, closely liaising with both internal and external partners.   

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.