Job Description

Workplace Culture

NAU aims to be the nation’s preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

Special Information

• This position is posted as Change and Configuration Process Manager which is a working title. The NAU system title for this position is Solution Architect, Senior.
• This position is a hybrid position which allows the incumbent to complete their work at both an NAU site, campus, or facility and at a non-centralized site with or without accommodation.

Job Description

Northern Arizona University is seeking a highly skilled and experienced ITSM professional to join our dynamic IT team. The successful candidate will be responsible for overseeing the end-to-end change and configuration management processes, ensuring seamless transitions while minimizing risks and disruptions to IT Services. The successful candidate must demonstrate advanced knowledge of concepts and practices, and, be a specialist in change and configuration management who can apply broad knowledge of concepts and processes to perform complex tasks, and be able to identify problems and solutions independently. This position mainly works independently and has latitude with decision making about matters of significance; may receive general instruction and clarification on complex problems.

Change Manager - 40%

• Change Management:
  • Lead and manage the ITIL Change Management process, ensuring compliance with ITSM and ITIL best practices.
  • Develop and maintain change management policies, procedures, and documentation.
  • Collaborate with. Key stakeholders to assess and prioritize changes based on business impact and urgency.
• Change Planning and Implementation:
  • Develop comprehensive change plans, including risk assessments, impact analyses, and communication strategies.
  • Coordinate and facilitate the Change Advisory Board (CAB) meetings to review and approve proposed changes.
  • Ensure changes are implemented in a timely and efficient manner while minimizing service downtime.
• Communication and Stakeholder Management:
  • Communicate change schedules, progress, and outcomes to relevant stakeholders.
  • Foster strong relationships with IT teams, business units, and external vendors to facilitate smooth change implementations.
  • Provide regular updates to management on change management processes and process metrics.
• Risk Management:
  • Identify and assess potential risks associated with proposed changes.
  • Develop and implement risk mitigation strategies to minimize the impact of changes on IT Services.
  • Monitor and report on the effectiveness of risk mitigation measures.
  • Continuous Improvement:
  • Conduct regular reviews of the change management process to identify areas for improvement.
  • Implement enhancements to optimize the efficiency and effectiveness of the change management process.
  • Stay abreast of industry best practices and emerging trends in ITSM, ITIL, and Change Management.

Configuration Manager - 40%

• Configuration Management
  • Lead the development, implementation, and maintenance of the ITIL 4 Configuration Management process.
  • Establish and maintain the Configuration Management Database (CMDB) to accurately reflect the status and relationships of all configuration items (CIs).
  • Ensure that the configuration items are properly identified, documented, and controlled throughout their lifecycle.
• Change and Release Management Support:
  • Collaborate with the Change and Release Management teams to ensure that changes are accurately recorded and reflected in the CMDB.
  • Provide configuration information to support the planning and execution of changes and releases.
• Auditing and Verification:
  • Conduct regular audits of the CMDB to verify the accuracy and completeness of configuration item information.
  • Implement corrective actions for discrepancy and ensure continuous improvement of data quality.
• Documentation and Reporting:
  • Develop and maintain documentation related to the Configuration Management process, including policies, procedures, and work instructions.
  • Generate and analyze reports on configuration data to support decision-making and compliance efforts.
• Collaboration and Communication:
  • Work closely with IT teams, stakeholders, and vendors to gather and update configuration information.
  • Communicate effectively with other ITIL processes to ensure a seamless flow of information across the IT service management lifecycle.

Service Catalog Management - 15%

• Service Catalog Development:
  • Collaborate with key stakeholders to identify, define, and document IT services and service offerings.
  • Develop and maintain a comprehensive service catalog that adheres to ITIL 4 principles and aligns with business needs.
  • Ensure service catalog entries are clear, accurate, and reflect the organization’s current service portfolio.
• Service Portfolio Management:
  • Work closely with service owners and other ITIL processes to understand the complete service portfolio and its relationship to the service catalog.
  • Regularly review and update the service catalog to incorporate changes in service offerings, levels, and dependencies.
• Service Level Agreement (SLA) Alignment:
  • Collaborate with Service Level Management to ensure that service catalog entries align with SLAs and operational level agreements (OLAs).
  • Implement and maintain a process for updating the service catalog in response to changes in SLAs and service levels.
• Communication and Training:
  • Communication changes to the service catalog to relevant stakeholders, ensuring awareness and understanding.
  • Provide training and documentation on the use of the service catalog, fostering adoption and utilization across the organization.

Other - 5%

• Perform other duties as assigned.
• On-call duties may be required for this position.

Minimum Qualifications

• Bachelor’s degree in computer science, or related field; AND,
• 3-5 years of computing support or related experience; OR,
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Proven experience as a Change Manager in a complex IT environment.
• Strong understanding of IT service management principles and practices.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to assess and mitigate risks effectively.
• Experience working with cross-functional teams and managing stakeholder relationships.

Knowledge, Skills, & Abilities

Knowledge

• Advanced knowledge of ITSM and ITIL tools, processes, and policies.
• Knowledge of university IT services and maintenance methods and processes.
• Knowledge of software design methodologies and database principles.
• Knowledge of modern technologies including social, mobile, and cloud products.
• Knowledge of enterprise application systems.

Skills

• Excellent interpersonal and communication skills across a variety of technical and non-technical audiences.
• Strong organizational skills.

Abilities

• Establishes and maintains effective working relationships.
• Balances competing priorities.
• Demonstrates strong problem solving, organizational, and analytical capabilities.
• Promotes a diverse, inclusive environment.

Background Information

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

Salary range begins at $83,312. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Classified Staff (CLS) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System; paid vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. Classified Staff employees are in a probationary status for their first six months at NAU. NAU is a tobacco and smoke-free campus. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. Additionally, new employees will begin participating in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, on the first of the pay period following 6 months after the new employee's start date.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Application Deadline

January 8, 2024 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.


If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

Know Your Rights Poster

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.

Job Tags

Holiday work, Full time, Night shift,

Similar Jobs