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IT Change Manager – IT Service Delivery Department

Our Company

At FirstBank PR , we strive to be trusted advisors to our clients, and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

Manage all changes in standard and emergency related to business processes, applications, and infrastructure in a controlled way. Key steps include applying change standards and procedures, assessing impact, prioritizing and authorizing requests, handling emergencies, tracking progress, reporting, closing, and documenting changes.

What you’ll do

+ Establish the process for change management and ensure that each change follows the complete procedure to guarantee minimum disruption to IT services.

+ Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risks.

+ Chair the Change Advisory Board (CAB) and ensure the CAB has the information needed to evaluate changes. This includes:

+ Tabling all RFCs for CAB meetings.

+ Issuing meeting agendas and circulating them to all RFCs to CAB members in advance of meetings to allow prior consideration

+ Deciding which CAB members will come to which meetings and who gets specific RFCs depending on the nature of the RFC.

+ Convening urgent CAB meetings as required.

+ Authorize acceptable changes, either alone or after a CAB meeting has taken place.

+ Ensure that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.

+ Liaise with all necessary parties to coordinate change building, testing, and implementation, in accordance with schedules.

+ Manage emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verify that emergency changes are assessed and authorized after the change.

+ Maintain a tracking and reporting system to document rejected changes, communicate the status of approved and in-process changes, and complete changes.

+ Ensure that approved changes are implemented as planned and that they have met their objectives. Return any changes that have been backed out and did not succeed.

+ Ensure approved changes are implemented according to plan and confirm they achieve intended objectives.

+ Update the solution and user documentation and the procedures affected by the change accordingly.

+ Analyze change records to determine any trends.

+ Close RFCs.

+ Generate regular management reports.

+ Work with Configuration Management to ensure that configuration items (CI) changes are entered in the change management database (CMDB).

Additional Responsibilities

+ Perform other duties as assigned.

What You’ll Need to Succeed

• A Bachelor’s degree in Computer Science, Systems Administration or related field is required.

• Minimum of six (6) years of experience: Knowledge of deployment and implementation methodologies (Agile, EDM, infrastructure etc.) of related technical change management experience.

• Minimum of six (6) years of experience in project management and knowledge of approaches, tools, and phases of the project lifecycle.

• Certified Change Management Professional (CCMP) are preferred.

• ITIL v4 experience are preferred.

• Knowledge change management tools

• Solid understanding of the software development lifecycle

• Understanding of configuration management principles

• Familiar with controls and audit compliance/SOX

• Able to exercise independent judgement and take action on it

• Excellent analytical and creative problem-solving skills

• Excellent listening, written, and oral communication skills in English and Spanish

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