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Location: Charlotte, NC
Employment Type: Contract
Job Summary:
We are seeking a highly motivated IT Service Management Change and Release Associate to lead and modernize our Change and Release processes. This role is critical in driving improvements in IT service delivery by enhancing our Change Management framework, refining service documentation and reporting, and fostering a culture of continuous improvement.
You will collaborate with cross-functional teams, including Infrastructure, Agile teams, and Service Management stakeholders, to mature our CMDB, streamline workflows, and implement robust governance using tools like ServiceNow and Azure DevOps.
Primary Responsibilities:
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Lead the modernization and continuous improvement of Change and Release Management processes.
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Collaborate with ITSM teams to improve the Configuration Management Database (CMDB), controls, risk management, and service reporting.
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Define, publish, and maintain comprehensive service documentation.
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Own service reporting and conduct regular reviews with key stakeholders (e.g., SLI/SLO reporting).
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Enhance ticketing and workflow processes within ServiceNow.
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Champion the adoption of CI/CD practices across Infrastructure teams using the Azure DevOps suite.
Additional Responsibilities:
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Collaborate with stakeholders across departments to ensure ITSM initiatives are aligned and supported.
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Identify areas for improvement and implement best practices to optimize service delivery.
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Support governance and compliance initiatives related to change and release.
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Participate in Agile ceremonies and actively manage Scrums when needed.
Qualifications and Requirements:
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Proven hands-on experience with IT Change and Release Management processes.
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Strong understanding of Agile methodologies; Scrum management experience required.
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Experience with CI/CD pipelines, Infrastructure-as-Code, and related governance models.
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Broad knowledge of infrastructure technologies (e.g., systems, networks, cloud).
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Familiarity with Windows and Azure infrastructure is a plus.
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Experience with ServiceNow and Azure DevOps.
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Passion for innovation and leading technological change.
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Demonstrated ability to foster a collaborative, inclusive, and supportive work environment.