Change Coordinator

• Responsible for the ticket’s lifecycle within Harmonized Customer Service Management (HCSM) ticketing tool
• Support operational calls (Handover, Stand Up, CAB, Safeguarding)
• Monitoring and actioning Shared Mailbox emails
• Responsible for the oversight of each approved weekly change-including working with the Technical Change leads throughout the maintenance to ensure that things are going smoothly and to escalate any issues.
• Performs daily Change Management operations, i.e. publication of the change schedule, pre and post CAB activities, and other operational reports/actives
• Review change requests; ensuring accuracy and completeness
• Coordinate Normal/Emergency change which require downtime, implementation planning
• Establish and act as moderator for change bridge, distribute notifications and document upon beginning, success of, completion of, and complications during the maintenance
• Initiate escalations to correct any problems or inefficiencies arising during execution of the Change Management Process and highlights any issues to Leadership
• Ensure approved maintenance windows are adhered to
• Coordinate with the Regional Operations Center to monitor changes for adverse impact during maintenance window
• Confirm proper post change validation is performed and accept successfully completed changes
• Provides information for customer communications
• Capture and record established metrics, Key Performance Indicators (KPIs)
• Administer updates, changes, and closure to change requests
• Information transfer and documentation
• Create reports and dashboards