IT Change & Incident Service Manager

Autonation Change And Incident Service Manager

The successful candidate will own the change management process in a dedicated role as Change, Problem, and Incident Manager. Supporting CAB, proactive problem management. The Change and Problem Manager will be responsible for overseeing the ITIL-based change management and problem management processes within the organization. This role focuses on driving the successful implementation of changes while minimizing the impact on services, as well as ensuring that root causes of incidents are identified and resolved to prevent recurrence. The individual will work closely with senior stakeholders, project teams, and technical personnel to align IT changes with business objectives and ensure seamless service continuity.

What will the role involve:

Incident Classification & Prioritization:

Classify and prioritize incidents based on their severity, business impact, and urgency in accordance with predefined SLA (Service Level Agreement) criteria.

Work with service desk teams and technical support teams to ensure appropriate categorization and prioritization of incidents.

Ensure that high-priority incidents are immediately escalated and addressed to minimize operational impact.

Incident Resolution & Coordination:

Coordinate and collaborate with internal IT teams and external vendors to resolve incidents promptly.

Follow established incident management processes and workflows to ensure that all incidents are resolved within agreed timelines and SLAs.

Communicate incident status updates to relevant stakeholders, ensuring transparency and clarity throughout the resolution process.

Change Management:

Lead and coordinate the change management process across multiple IT workstreams, ensuring that changes are properly assessed, approved, and implemented with minimal disruption to services.

Conduct Pre CAB and CAB, ensuring that all changes align with the overall portfolio objectives and deliver agreed benefits.

Provide oversight of change-related issues, risks, prioritization, and communication, ensuring that all changes are managed in line with ITIL best practices.

Work with project management teams to ensure that change initiatives are effectively integrated into the overall project lifecycle.

Promote change management best practices across the organization, offering training and guidance to both technical and business teams.

Problem Management:

Manage the problem management process, ensuring that root causes of incidents are identified, documented, and resolved in a timely manner.

Conduct problem reviews and work with relevant teams to implement permanent fixes, reducing the likelihood of recurring incidents.

Maintain and update the problem management database, ensuring accurate tracking and reporting of problem resolution activities.

Escalate complex issues as necessary, ensuring that they receive appropriate attention and resolution.

Post-Incident Reviews:

Participate in post-incident reviews and analysis meetings to evaluate the effectiveness of incident handling and identify improvements for future incidents.

Provide detailed reports on incidents, outlining the causes, impact, resolution, and lessons learned.

Tool & System Management:

Responsible for ServiceNow, including accurate logging, tracking, and reporting of incidents.

Assist in the configuration and optimization of incident management systems to streamline workflows and enhance incident handling efficiency.

Communication and Escalation:

Act as the primary point of contact for change and incident management escalations, ensuring that all incidents are resolved promptly and effectively.

Provide regular updates to senior management and stakeholders on the status of change and problem management activities.

Facilitate communication between technical teams, project management personnel, and business stakeholders to ensure alignment and transparency.

Experience:

5+ years of experience in IT support, service desk, or incident management roles. Experience using IT service management (ITSM) tools such as ServiceNow, Remedy, or other incident management platforms.

Knowledge of ITIL incident management processes and best practices is highly preferred.

What skills will you have:

Strong knowledge of ServiceNow and its ITSM, and ITOM Modules.

Strong understanding of ITIL-based change and problem management processes.

Ability to quickly ramp up in evolving and challenging technical environments.

Proficiency in using ITSM tools for managing change and problem records.

Strong problem-solving and analytical skills, with the ability to assess incidents and determine the best course of action.

Excellent communication skills, both written and verbal, with the ability to communicate effectively with technical teams and business stakeholders.

Strong organizational skills and attention to detail, with the ability to manage multiple incidents and priorities simultaneously.

Ability to work under pressure and in a fast-paced environment while maintaining a high level of professionalism.

Familiarity with monitoring and alerting tools to detect and manage incidents.

Certifications:

ITIL Foundation certification or other relevant certifications in IT service management is preferred.

Exciting Benefits and Perks Await You:

Competitive compensation and 401k matching.

Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.

Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers.

Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide.

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.