Change/Release Analyst

Now is the time to join Pacific Dental Services. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

As part of the PDS – IT Information Security team, the Analyst, Change and Release will be primarily responsible for the coordination, administration, planning and management of the Change and the Release Management process with cross functional groups across the organization. This individual will manage Service transition, Change, and release management activities ensuring an effective process that encompasses thoroughness and agility to support the planning, assessment and implementation of efficiently scheduled and risk assessed changed across the organization ensuing there are no unplanned service disruption. This individual will work with the Deployment Manager, Service Transition Manager, Incident Manager and other business stakeholders on ensuring business changes such as implementing new applications, strategy, etc. does not conflict with planned IT changes and releases. In addition to the above, the individual will be responsible for leading small projects such as implementing (establish) release management for the Application Development and DevOps teams. The individual will also provide extensive reporting to both operational and leadership teams in the form of dashboards and KPI reports.

• Ensure the effective transfer of project to Service Operations.Chair and represent team in service Readiness reviewsLiaising with both internal and external stakeholdersEnsuring that all realizes plans/policies are in place for all agreed servicesTrack data & provide management reporting
• Plan and coordinate changes & releases being introduced into the production and non-production environment.
• Perform detailed risk and business impact assessments on planned changes and releases; refer any high risk | impact items to the IT Leadership | Risk Council for approval.
• Manage a Release Schedule in coordination with business stakeholders and subject matter experts. Manage a forward schedule of change (change diary) with the rest of the business.
• Ensure planned software releases and patches are scheduled and delivered to plan (minimizing any business impact from poorly implemented changes / releases).
• Work with cross functional team to gather details relating to changes, related business impact / exposure provided by the respective IT systems.
• Manage the interactions with other governance and controls areas across the organization such as Alignment & Integration, IT Project and Risk Management.
• Act as liaison between business units / stakeholders and the IT / Technology teams.
• Coordinate and run the Change Advisory Board meetings including reviewing, approving or rejecting changes and flagging any risks to the business.
• Provide training materials, artifacts and coordinate in person training across business stakeholders to educate the business on the various types and categories of changes / releases.
• Produce weekly change / release dashboard / reports for business stakeholders and subject matter experts.
• Collaborate with IT Managers to manage the service dependency matrix, utilize understanding of the relationships, dependencies and business use of key service delivery systems.
• Provide support for Information Security & Governance by utilize understanding of the linkage and dependency between Information Security; Risk Management and Incident / Change & Release Management. Includes updating the risk register with risks resulting from system vulnerabilities, process failures, human behavior and etc.
• Participate in the administering and implementation of security controls to mitigate identified risk.
• Foster a culture of compliance and adherence to documented processes.
• Facilitate meetings, documenting meeting minutes including barriers, blockers, and action items; facilitating progress and formal closure.
• Other duties as assigned by management.

Required

• Bachelor degree from an accredited college
• 3 years’ experience in a professional environment with change, release and project management experience.
• ITIL Foundation certification is required.
• Strong working knowledge of the IT Infrastructure Library (ITIL) framework especially Service Operation; Design, Transition & Continual Service Improvement.
• Knowledge of office practices, technology applications, and reporting systems; business correspondence and business reporting techniques; and business principles.
• Ability to create executive level and operational reports, dashboards.
• High level of proficiency in MS Excel and PowerPoint.

Preferred

• Knowledge or formal intermediate certification of ITIL v4 (IT Infrastructure Library).
• Experience assisting, coordinating, and managing in technology related environments.
• Some experience in the healthcare industry

Knowledge/Skills/Abilities

• Ability to work with all levels of the project from team members, technicians, to sponsors and executives; including acting as liaison between functional areas and the project teams.
• Ability to troubleshoot complex problems, be able to mitigate conflict, and work closely with intangible issues around organizational boundaries.
• Familiarity with IT/technical terminology and in particular be knowledgeable in the ITIL framework.
• Technical knowledge of hardware and software infrastructure specifically around applications, databases, stored procedures, network infrastructure (edge/core) and service environments.
• Good understanding of the Software Development Lifecycle Process (SDLC).
• Proficiency in using Microsoft’s Office Suite especially MS Word / Excel, Database Querying & Reporting.
• Ability to multi-task effectively without compromising the quality of the work.
• Excellent interpersonal, oral and written communication skills.
• Detail-oriented, organized, process focused, problem solver, proactive, ambitious, customer service focused.
• Ability to draw conclusions and make independent decisions with limited information.
• Ability to respond to common inquiries from customers, staff, regulatory agencies, vendors, and other members of the business community.
• Self-motivated, reliable individual capable of working independently as well as part of a team.
• Ability to provide constructive feedback

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community