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Shaw Communications
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Change Management Specialist

Department name: Network Operations & Incident Management
Business unit: TOPS
Position ID: J1119-2361

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.

The role

The Change Management Specialist is responsible for overseeing the day to day operations and maintenance of the enterprise’s Change Management environment, this role governs system changes within Shaw’s infrastructure footprint to ensure they are efficiently and effectively documented, evaluated, reviewed, authorized, prioritized, tested, planned, implemented in a consistent fashion.

This position requires someone with exemplary written and communications skills with a proven track record of high-quality work, information management and reporting capabilities.

• Maintain ITIL best practice change management methods and processes within Shaw’s operations. Drive consistent documentation, review testing and implementation plans to prevent complications from change related items
• Ensure Change Management module within ServiceNow align with standardized processes. Monitor and report on the key performance indicators related to change management
• Continuously evaluate and evolve the change management processes, implementing new solutions that address the most commonly identified gaps
• Communicate the Change Management Policies and Procedures to customers and stakeholders.
• Complete Change Management reporting and metrics.
• Build partnerships and foster teamwork with stakeholders across Shaw’s Technology teams
• Chair the Change Advisory Board (CAB) meetings and co-ordinate changes among delivery providers and support teams; review changes for documentation consistency prior to CAB review
• Ensure accuracy and completeness of RFCs, (Request for Change) and provide feedback as necessary to ensure adherence to documentation standards
• Work with leads within each of portfolios to create, implement and continuously evolve a change framework that increases the company’s overall success metric.
• Maintain a high level of customer support and ensure customers are supported efficiently and effectively by providing training and education when required.
• Ensure that business and technical needs are addressed while protecting the customer experience
• Liaise between technical and non-technical teams to ensure that information is clearly understood by all stakeholders

Your skills/experience

Specific Skills and Knowledge:
• Strong procedural creation and documentation skills
• Process oriented thinking with a focus on service continuity
• Excellent organizational and time management skills
• Able to identify patterns that are outside normal policy practices or procedures
• Able to think critically and assess the overall impact changes have to our systems.
• Capable of managing multiple streams of work simultaneously
• Able to prioritize tasks and work independently
• Strong communication skills, both verbal and written. Able to articulate changes in processes in a diplomatic manner that will resonate across all levels of management.
• Knowledge of change management best practices in the ITIL framework.
• Solid understanding of software systems, network, server infrastructure and other digital technologies
• Ability to influence without authority
• Ability to work extremely well under pressure and produce successful outcomes while maintaining a professional approach
• Proficient in Microsoft Office applications

Education and Experience:
• Technical degree in an IT or Engineering related field
• 5+ years of IT or Engineering operations experience
• ITIL certification preferred
• Experience with ServiceNow considered an asset

Other details

• This position requires the successful completion of a criminal and credit background check.
• This posting will close on January 19, 2020

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.