Analyst - Change Mgmt & Documentation

Job Description

This role is ideal for someone who excels in documentation management and change, problem and incident reporting, with a keen eye for detail and a strong ability to enforce standards and policies. The role also supports Problem Management and contributes to incident analysis related to change activity.

This position will assist the IT change process functions of AVANGRID within the Technology Platforms Operations (TPO) Team. Reporting directly to the TPO Manager of Change Control, Problem, Incident Management and Processes, the analyst will adhere to the change enablement policies to address risk and impact to business processes, while meeting compliance requirements.

The analyst ensures all changes to systems are compliant with the Change Enablement processes, policies and guidelines. This includes in assisting with auditing policy compliance, procedural participation, analyzing Change Enablement process improvement for effectiveness and efficiency purposes, communicating on a thorough and consistent basis throughout the IT organization.

The successful candidate will possess problem solving skills together with automating and simplifying the change processes.

Key Responsibilities

• Prepare executive summaries for all incidents impacting Tier 1 applications, inclusive of any P1s and P2s.
• Define and maintain a documentation repository, including standards, structure, templates, and processes for the TPO team.
• Develop policies to ensure new projects have documentation ready and compliant with defined standards before going live.
• Ensure applications are properly modeled and monitored.
• Ensure the Change Enablement process is correctly applied for new project’s go live and other changes that might impact production environment.

Job Requirements

• Adheres to Change Enablement policies, procedures and guidelines.

• Provides continuous improvement efforts and ensures new change related processes are documented and communicated.

• Provides assessments and improvement suggestions to TPO processes related to Change Enablement.

• Facilitates Change Advisory Board (CAB) meetings. Create agendas and shares CAB meeting minutes as related to services.

• Participate and vote on changes during all Global CRB meetings held weekly, and proactively communicate any globally managed changes that may impact AVANGRID to all relevant stakeholders across the organization.

• Responsible for performing Change Enablement daily, weekly, and ad hoc operational checks, and for managing Requests for Change (RFC) through the lifecycle.

• Works with various clients and analyzes and assesses RFCs to ensure readiness for implementation and completion.

• Monitor, track and report changes to include report distribution and development of Change Enablement dashboards.

• Utilizes the Change Enablement system to create a consolidated change schedule to include the identification and resolution of scheduling conflicts.

• Ensures that changes are communicated in a timely manner across the enterprise.

• Supports the implementation of new initiatives, projects or operational changes sponsored by business units (internal and external facing).

• Supports other processes such as Incident, Problem and Configuration with respect to Change Enablement during projects and service disruptions, etc.

• Responsible for managing the overall implementation and integrity of Change Control functions, tests, policy, standards and procedures in compliance with AVANAGRID operating companies’ requirements.

• Represents AVANGRID to all local change advisory boards (CABs) through the RFC process life cycle.

• Maintains and Updates major event calendar.

• Participates in all company CAB meetings and responsible to review and express risk assessment on behalf of local operating companies.

• Audits to ensure that change requestors and implementers are updating change records accurately and in a timely manner and takes necessary actions to ensure compliance and minimize risk.

• Provides evidence and supporting documentation related to audit activities.

• Provides training as necessary regarding Change Enablement policies, procedures and guidelines.

• Updates policies and procedures.

• Supports the Change Enablement process for hybrid cloud service consisting of IaaS and PaaS services.

• Reviews change requests for completeness, from documentation to post-implementation review and takes necessary actions to ensure compliance and minimize risk.

• Produces the change schedule reports related to local and company activities, while focusing on describing the impact to AVANGRID services.

• Partners with the appropriate IT liaisons to ensure an improved and clear communication of services and applications impacted by IT change activities.

• Negotiates scheduling conflicts based on business priorities and storm instances.

• Assists with identifying trends and reports on Change Enablement process metrics.

• Collaborates in defining and the success metrics in relation to value added and monitor change progress.

• Collaborates with company peers to ensure consistency in Change Enablement processes where applicable, while taking in consideration AVANGRID based regulatory requirements.

• Manages standard or preapproved change policies that support business objectives while ensuring the integrity and availability of vital IT Systems and Services that support the business and meet local compliance requirements.

• Provides all IT Governance documentation related to Change Enablement.

• Supports the change manager to provide necessary training to the internal IT organization regarding the change and management process.

• Works with all IT Governance teams to ensure proper reporting and metrics are obtained.

• The change analyst will also support project teams in integrating Change Enablement activities into their project plans.

• ServiceNow management regarding add/remove/changes to change models (templates).

• Regular reporting on and analysis of changes.

• Support Problem Management activities, including root cause analysis, documentation of known errors, and coordination of long-term corrective actions to prevent recurrence of incidents.

• Report on incidents resulting from changes, ensuring visibility into change-related impacts and contributing to continuous improvement of the Change Enablement process.

• Complete all mandatory annual training programs as required by the organization.

Required Qualifications

• Proven experience in documentation management and incident reporting.

• Understanding of application monitoring and modeling (i.e., the process of establishing relationships between configuration items (CIs) that make up a service).

• Excellent organizational and communication skills.

• Ability to develop and enforce documentation standards and policies.

• Proficiency in documentation tools and software.

• Strong analytical and problem-solving skills.

• Ability to work collaboratively with cross-functional teams.

• Attention to detail and a commitment to accuracy.

• Bachelor’s degree in computer science, Information Systems or another related field.

• 2+ years of broad-based experience in technology.

• 2+ years of change enablement experience.

• 2+ years of Service Now experience.

• 1+ years of experience with cloud change enablement.

• Understanding of infrastructure technologies – server, database, network, storage, security, cloud and management technologies.

• Ability to organize, prioritize, and coordinate multiple work activities and meet target deadlines.

• Demonstrated dedication to maintaining and promoting IT security best practices.

• Knowledge of ITIL or other IT management frameworks.

• Strong ability to create clear, structured, and standards-compliant technical documentation.

• Excellent time management and multitasking abilities.

• Excellent interpersonal skills with a proven ability to collaborate effectively with cross-functional teams and stakeholders.

• Proven ability to adapt to shifting priorities while effectively managing multiple tasks in a dynamic environment.

Preferred

• Familiarity with monitoring tools and software (e.g., Entuity, Patrol).
• Strong project management skills.
• IT Infrastructure Library (ITIL) certification (Foundation-level v3 or v4).
• Experience with Governance, Risk, and Compliance (GRC) concepts.
• Experience with Microsoft O365 Tool Suite.
• Experience with Microsoft Power BI.
• Experience with ServiceNow building filters and reports.

Physical Requirements

• Work during days, nights, and/or weekends as required.
• Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions.

Additional Success Factors

• Ability to foster and participate in a productive team environment by establishing and maintaining effective working relationships with co-workers, managers, customers, contractors, and vendors.

• Flexible, creative, and solution-focused outlook on problem solving.

• Leverage design thinking to help self and others on the team with process improvements.

Competencies

• Develop Self & Others
• Empower to grow
• Collaborate and Share
• Be a role model
• Focus to achieve results
• Be agile

AVANGRID MANAGEMENT COMPANY, LLC.

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.