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Position Details: Change & Release Process Manager - 814104N

Location: Beaverton, OR
Openings: 1
Job Number:



As the Change & Release Process Manager, you will be accountable for the overall health of the process, maintaining and advancing the process and ensuring that the tools support and enhance the process.  You will drive and manage the implementation of the process roadmap and be responsible for the day-to-day stakeholder engagement, fostering collaborative partnership.  The Change & ReleaseProcess Manager must be customer focused and collaborative, partnering well with other teams and making all voices feel heard and valued.  You will work closely with Change & Releasepractitioners throughout the organization to ensure that the process enables practical execution of the day-to-day activities while also meeting all requirements for compliance and best practices.

Responsibilities include:




·         Provide consultation on the process and its application​

·         Be the primary point of contact for stakeholders throughout the organization​

·         Assist and guide stakeholders on the operationalization of the process​

·         Foster a collaborative engagement with all customer groups, making sure that their feedback is welcome and acted upon​

·         Establish and maintain two-way communication with the stakeholder community through monthly process forums, office hours, collaboration tools and direct contacts​

·         Notify the stakeholder community of all relevant process updates and impacts​

·         Work with users on the resolutions of incidents and fulfillment of requests​

·         Work with users on general process and operational questions​




·         Manage and implement the process strategy, roadmap and design​

·         Monitor and manage the health of the process; ensure that the process achieves its objectives, adheres to best practices and meets compliance requirements​

·         Establish a process that enables practical execution of the operational, day-to-day process activities; ensure users have access to the right information at the right time​

·         Maintain and mature the process; implement continuous process improvements​

·         Support and advance process adoptions throughout the organization​

·         Coordinate integration between Service Management processes to ensure the smooth end-to-end operations​

·         Align with other processes and initiatives




·         Ensure that the tool supports and enhances the process​

·         Gather user requirements; manage and prioritize the backlog​

·         Identify new tool functionality that may enhance the process​

·         Create an overall test plan and execute functional, end-to-end, integration and regression testing​

·         Participate in the maintenance release process​

·         Provide process-specific input to Release Notes​




·         Manage the queue of process incidents and requests; ensure appropriate actions are taken and monitor ticket aging​

·         Perform root cause analysis of issues​

·         Establish and report monthly metrics to audit the health of the process as well as the health of SMO process team operations​

·         Analyze process metrics and take appropriate action​

·         Provide standard operational reports, dashboards and ServiceNow home pages​

·         Provide up-to-date process documentation (KBAs) that covers the process, policies, standards, guidelines, references and tool​

·         Collaborate with the training resources on training opportunities, needs, materials and delivery​


What We’re Looking For:

·         Bachelor’s Degree in related field and minimum 3 years of relevant business experience

·         Experience and knowledge of change and release management principles, methodologies and tools

·         ITIL Intermediate Certification and/or experience working with ITIL-based processes

·         Exceptional written, verbal, and interpersonal communication of complex topics to a diverse audience such as management, technical peers, and business stakeholders

·         Proven track record of success in fast-moving organizations with complex technology applications

·         Must be able to operate in a transforming, fast-paced, complex, high visibility environment with multiple competing priorities

·         Strong skills in building positive customer relationships

·         Strong commitment to customer service and teamwork

·         Demonstrated ability to influence and drive to results

·         Strong information seeking skills and drive to make things happen and get results

·         Ability to work independently and cooperatively in a diverse group

·         Demonstrated skills in problem solving, conflict management, and dealing with ambiguity

·         Ability to think strategically and see implications while still being detail-oriented

·         A high level of professionalism and confidentiality

·         Familiarity with business process improvement



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