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IT Change Management - Intermediate - San Jose California
Company: Equifax, Inc.
Location: San Jose, California
Posted On: 05/02/2025
A qualified Change Manager that will partner with the Change Process Owner and other change managers to ensure teams are aligned with the global change process. This individual will play a key role in facilitating the request for change process to help meet business, compliance, schedule and operational efficiency objectives. Change Managers focus on the entire life cycle of a change including recommending modifications to business processes as needed.What you'll do - Using your experience and understanding of the ITIL Incident Management processes, you will work in an IT Service Management environment to manage bridge lines and oversee incidents
- You will demonstrate excellent verbal and written communications skills and a strong understanding of technical language to communicate directly with our internal and external customers as well as support groups.
- Responsible for managing and overseeing low priority incidents opened for VIP external customers and internal employees ensuring that these incidents are resolved in a timely manner, documented appropriately, and communicated to the customer; this includes managing bridge lines involving external customers and internal support.
- You will use monitoring tools and dashboards to assist with initial investigation of incidents assigned as well as assisting with active major incident investigations.
- You will be required to react to configured alerts triggered by our monitors and provide first level analysis; in some cases, you will perform an action to mitigate the issue.
- Take an active role in Major Incident Management bridge lines and chats assisting the Technical Duty Officers by scribing incidents, analyzing monitoring tools, and correlating child incidents as teams work towards resolution; this action will require the ability to act with urgency but remain calm and professional in high stress situations.
- Some IT experience in the Incident or Event Management area is preferred but having the technical acumen to be able to quickly learn technology terms, flows, and high level system designs is required.What experience you need
- Bachelor's degree or equivalent experience
- Effective English communication skills (B2+ minimum, Emmersion)
- Minimum of 2 years of experience in ITIL or ITSM
- Minimum of 2 years of ServiceNow or similar ITSM tool experienceWhat could set you apart
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