Change Control Coordinator – Jacksonville

This is the intermediate-level position in the Client Production Support family, supporting change management. Incumbents are responsible for driving the integration of processes controls and quality improvements throughout the Information Technology Systems (ITS) production environment in support of our clients.

The scope of these processes includes Change Management, Process Improvements and Client Relations.
The Client Production Support position will ensure that business driven change is scheduled and follows corporate procedures and guidelines. Also provides a single focal point for change management on behalf of the client.
Incumbent mentors junior associates, influences and drives ”best practices” and process improvements.

Principal Duties and Responsibilities:
•Protect the stability, health and security of the IT production environment through enforcing adherence to change management procedures.
•Coordinate and implement change control procedures for internal and external changes per corporate and divisional procedures.
•Ensure all changes have been evaluated for impact and risk, inter-dependencies, testing and communicated to stakeholders as appropriate.
•Serve as divisional representative at corporate technical change management board meetings.
•Review change schedules for compliance to maintenance windows, impacts to clients and coordinate as required.
•Provide communication and documentation of change activity to other team members.
•Promote change management policies and procedures to all levels of organization.
•Project manage large scale change activity, i.e. application upgrades, hardware/software patch cycles, annual events (time changes, annual enrollment, etc.).
•Serve as resource for corporate change management documentation tool and procedures governing change management.
•Process changes in accordance with FDA regulations 21CFR part 11 and part 820.

Education & Professional Certifications:

•Bachelor’s Degree in related technical discipline and two years relevant experience
Or
Master’s Degree in related technical discipline
Or
Six years relevant experience without college degree

•ITIL certification a plus


Candidate Profile:
•Thorough knowledge of technical business environment for three or more products, business processes and/or systems
•Strong interpersonal skills with solid oral and written communication skills
•Knowledge of Convergys service offerings from all perspectives (e.g., human resources, training, technology, etc.) and Convergys’ organizational design with in depth knowledge of Convergys’ technical capabilities and contact center operations highly desirable
•Working knowledge of end to end and Change Management Cycle
•Ability to make decisions based on multiple criteria.
•Ability to work in an unstructured and fast paced self-directed environment
•Proficiency with various software applications programs including Lotus Notes, Microsoft Word, Excel and Project.
•Working knowledge of computer hardware and communications in a mid-range to mainframe environment
•Knowledge/Experience with FDA regulations 21 CFR part 11 (Electronic records, electronic signatures) and part 820 (computerized systems)
•Knowledge / Experience with COBIT and/or ITIL a plus

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