ITSM Change Management Lead

This position is a part of the Non-Academic Staff Association (NASA). 

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits .

Working for the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Position Summary 

• Information Services and Technology (IST) provides IT support across the entire University of Alberta. IST is looking for an IT Change Management Lead to join their team in supporting IT Change Management in the University of Alberta. 
• The purpose of the change management process is to control all changes (the addition, modification or removal of anything that could have an effect on IT services) and enable beneficial changes to be made with minimum disruption to IT services. The objectives of change management are:
• Respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work 
• Respond to the university and IT requests for change that will align the services with the business needs
• Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner 
• Ensure that all changes to assets are recorded in the configuration management system 
• Optimize overall risk – it is often correct to minimize business risk, but sometimes it is appropriate to knowingly accept a risk because of the potential benefit. 

Duties

As a member of the IT Service Management (ITSM) team, the IT Change Management Lead’s responsibilities include: 

• Update the current Change Management process to ensure continuous improvement
• Work with Service Owners, Team Leads and other Process Managers to ensure services run smoothly
• Audit performance on Change Management
• Actively participate in process audits
• Identify, prioritize and implement improvements to the change management processes
• Provide training in the use of the processes for all staff
• Plan and coordinate all resources needed to evaluate changes
• Ensure Change Management policies and procedures are being used effectively and efficiently to ensure changes are planned and managed in a manner that will minimize risk to the university
• Ensure that there is an integrated approach to the design and implementation of change management with implemented ITIL processes
• Authorize changes outside the approved change window 
• Provide training in the use of the change management process for all IT staff 
• Designand implement change models and workflows
• Manage support for change management tools and processes
• Auditing content in Change Records 
• Allocate Change Records to appropriate governance groups (Executive Change Advisory Board (XCAB) and Change Advisory Board(CAB)) based on defined criteria
• Formally communicate decisions of governance groups to affected parties
• Publish the change schedule and projecte service outage
• Auditing for Post Implementation Reviews, failed changes & unauthorized changes
• Provide oversight and management of all operational tasks related to both the XCAB and CAB
• Backfill for another ITSM Process within the ITSM Team as required

Note: This position may be part of the ITSM team, on-call rotation which could require participation in an on-call schedule for after hours Incident Management support. 

Minimum Qualifications

The qualified candidate must have:

• A university degree, diploma or related experience in a technology related field
• ITIL Certification - ITIL 4 preferred
• Change Management experience
• Five or more years of experience in a complex IT environment
• Two or more years of experience in IT Service Management, or using ITIL, or other governance and framework related experience
• The ability to gather and analyze data
• A strong business acumen
• Excellent communication skills, both written and verbal, with the ability to present complex ideas to technical and non-technical audiences
• The ability to prioritize assignments, handle shifting deadlines, and work independently as well as in a team environment

Preferred Qualifications

The following are considered assets:

• COBIT Certification
• Business analysis
• Strong visionary, planning and execution abilities
• Project management experience
• Familiarity with a ticketing system

This competition is open to all applicants however internal candidates and applicants who were former employees of the University of Alberta in the past 18 months will be given priority consideration before external candidates. Please indicate your internal status using the "Advertisement" drop down menu when applying.

 For person posting: 

• Please format before posting 

• Section 1 with the information is at the bottom of this document. 

• External posting - please standard wording - please put at the bottom of the ad. 

• Contact Megan Martens with questions 

IT Change Management Lead

Grade 11 

35 hours

Working for the University of Alberta: 

The University of Alberta has earned the reputation of being one of the best universities in Canada based on our teaching, research and service, with an international reputation for excellence across health and life sciences, social sciences, agriculture, business and law, engineering, natural sciences, arts, and the humanities. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs with over 13,000 faculty and staff. 

Our innovative and dynamic environment provides you with boundless opportunities for engaging work within diverse and multidisciplinary teams. A high level of collaboration within the university allows you to build professional networks with meaningful relationships, and cultivate new skill sets through our well-established learning and development programs. Our greatest asset is people who make up the U of A community.

The administration and management at the University of Alberta are integral to our success in teaching, research, and service. You are the leaders, strategists, negotiators, problem-solvers, risk assessors, and advisors that keep the wheels turning.

We are proud that our campuses, buildings, labs, and research stations are primarily located on the traditional territory of Cree, Blackfoot, Métis, Nakota Sioux, Iroquois, Dene, and Ojibway/Saulteaux/Anishinaabe nations as part of Treaties 6, 7, and 8 and homeland, of the Métis.

Position Summary 

Information Services and Technology (IST) provides IT support across the entire University of Alberta. IST is looking for an IT Change Management Lead to join their team in supporting IT Change Management in the University of Alberta. 

The purpose of the change management process is to control all changes (the addition, modification or removal of anything that could have an effect on IT services) and enable beneficial changes to be made with minimum disruption to IT services. The objectives of change management are:

• Respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work 

• Respond to the university and IT requests for change that will align the services with the business needs

• Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner 

• Ensure that all changes to assets are recorded in the configuration management system 

• Optimize overall risk – it is often correct to minimize business risk, but sometimes it is appropriate to knowingly accept a risk because of the potential benefit. 

Duties

As a member of the IT Service Management (ITSM) team, the IT Change Management Lead’s responsibilities include: 

• Update the current Change Management process to ensure continuous improvement

• Work with Service Owners, Team Leads and other Process Managers to ensure services run smoothly

• Audit performance on Change Management

• Actively participate in process audits

• Identify, prioritize and implement improvements to the change management processes

• Provide training in the use of the processes for all staff

• Plan and coordinate all resources needed to evaluate changes

• Ensure Change Management policies and procedures are being used effectively and efficiently to ensure changes are planned and managed in a manner that will minimize risk to the university

• Ensure that there is an integrated approach to the design and implementation of change management with implemented ITIL processes

• Authorize changes outside the approved change window 

• Provide training in the use of the change management process for all IT staff 

• Designand implement change models and workflows

• Manage support for change management tools and processes

• Auditing content in Change Records 

• Allocate Change Records to appropriate governance groups (Executive Change Advisory Board (XCAB) and Change Advisory Board(CAB)) based on defined criteria

• Formally communicate decisions of governance groups to affected parties

• Publish the change schedule and projected service outage 

• Auditing for Post Implementation Reviews, failed changes & unauthorized changes

• Provide oversight and management of all operational tasks related to both the XCAB and CAB 

• Backfill for another ITSM Process within the ITSM Team as required

Note: This position may be part of the ITSM team, on-call rotation which could require participation in an on-call schedule for after hours Incident Management support.  

Minimum Qualifications

The qualified candidate must have:

• A university degree, diploma or related experience in a technology related field

• ITIL Certification - ITIL 4 preferred

• Change Management experience

• Five or more years of experience in a complex IT environment

• Two or more years of experience in IT Service Management, or using ITIL, or other governance and framework related experience

• The ability to gather and analyze data

• A strong business acumen

• Excellent communication skills, both written and verbal, with the ability to present complex ideas to technical and non-technical audiences

• The ability to prioritize assignments, handle shifting deadlines, and work independently as well as in a team environment

Preferred Qualifications

The following are considered assets:

• COBIT Certification

• Business analysis

• Strong visionary, planning and execution abilities

• Project management experience

• Familiarity with a ticketing system

Standard verbiage for About the University, Benefits, Diversity, Vaccination (subject to change), Immigration (if applicable), will be added to your posting
Section A: Complete for ALL postings
Submission Date

Date you are submitting this for review 

June 17, 2022

Job Title

Keep simple to improve searchability.

IT Change Management Lead

May differ slightly from Job Card, however titles will be reviewed for alignment with the new operating model 

Employee Type

This dictates terms and conditions of employment

Support Staff

?

Casual

?

Auxiliary

?

Regular

Academic

Postdoctoral Fellows (PDF)

?

Administrative Professional Officer (APO)

?

Term Academic Positions

Librarian

?

Chair

?

Faculty

Faculty Service Officers (FSO)

?

Academic Teaching Staff (ATS)

?

Trust/Research Academic Staff (TRAS)

Clinical Academic Colleague

?

Temporary Librarian, Administrative & Professional Staff (TLAPS)

Excluded

?

Management & Professional Staff (MAPS)

?

Excluded Academic

Is this an Expression of Interest?

Yes

?

No

For information on EOI’s connect with your HR Service Partner.

Hiring Control Statement

Choose one based on the Employee  type.

MAPS roles do not have a Hiring Control statement

SupportStaff Statements

?

Open to internals/externals: This competition is open to all applicants however internal candidates and applicants who were former employees of the University of Alberta in the past 18 months will be given priority consideration before external candidates. Please indicate your internal status using the "Advertisement" drop down menu when applying. 

Please note info at top - please put this statement at the bottom of the ad 

Internals only: This competition is restricted to internal applicants of the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying.

Administrative Professional Officer Statements

?

Open to internals/externals: While this position welcomes applications from the public, please note that preference will be given to current employees at the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying.

?

Limited/Restricted: This posting is open to current employees at the University of Alberta only. Please indicate your internal status using the "Advertisement" drop down menu when applying.

Academic Teaching Staff (ATS) Statement

?

While this position welcomes applications from individuals external to the university, current Academic Teaching Staff are first notified of available positions and will receive first consideration in accordance with the terms of Schedule D of the Academic Collective Agreement prior to considering external candidates. Please indicate your internal status using the "Advertisement" drop down menu when applying.

Work Location

Choose all that apply

?

North Campus Edmonton

?

South Campus Edmonton

?

Augustana Camrose

?

Campus Saint-Jean Edmonton

?

Enterprise Square

?

This role is temporarily remote

?

This is a remote work-from-home role

?

This role is hybrid with a mix of remote and in-person

Application Documents

What documents do you want applicants to submit with their application? 

Choose all that apply

?

Resume

?

Resume & Cover Letter as ONE document

?

Curriculum vitae

?

Cover Letter

?

List of Publications

?

Research Plan

?

Statement of Teaching / Research Interests

?

Equity, Diversity, and Inclusivity Philosophy

?

References

?

Other (Please Specify): Click or tap here to enter text.

Section B: Complete for SUPPORT CASUAL postings only
Grade OR Hourly Rate

Provide one

?

Grade: 11

If you want the salary/hourly range posted, provide the grade

?

Hourly Rate: $Click or tap here to enter text.

If you simply want an hourly rate posted, provide the hourly rate

Total Hours per Week

35

Section C: Complete for TEMPORARY postings (Casual, Auxiliary, and Temp Academics)
Term Length

Provide either an End Date OR a Term Length

Guidelines

Casuals: Up to and including 12 months

Auxiliary: Over 12 months and up to 4 years

Temp Academics: TLAPS, TRAS, PDF

?

End Date: Click or tap to enter a date.

?

Term Length: Click or tap here to enter text.

Full or Part Time

This impacts benefit entitlements for Temp Academics

?

Full-Time

?

Part-Time

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.