Change Manager I Data Center

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Service Management Change Manager I is part of a team that designs, plans, implements, executes and supports processes and procedures globally for Iron Mountain Data Centers (IMDC).  In addition to high quality execution, the focus is on standardizing, optimizing, and reducing costs across IMDC locations.  This position will have primary responsibilities spanning Change Management, Escalation Management and Knowledge Management.  Assist with the overall Continual Service Improvement (CSI) process.  This position needs to have experience with ITIL and/or Six Sigma and can apply process methodology accordingly, in addition to fully understanding the phases of the service lifecycle.  This is an exempt position and will participate in an on-call rotation schedule.

Responsibilities:

• Owns the Change Management process – working with all IMDC teams to identify improvement opportunities and ensure end-to-end success of the Change Management process.  Apply a structured methodology and lead CAB and other Change Management activities

• Ownership of creating and curating ServiceNow Knowledge Base articles

• Responsible for day-to-day production support of the platform and process guidance

• Work with the Service Management team to develop new ways to overcome challenges

• Platform SME for all active modules/process/functionality to promote and support internal/external users

• Responsible for test/validation of system functionality vs. documented SOP functionality.

Requirements and Competencies:

•  Key stakeholder in the Continue Service Improvement (CSI) process to ensure process adherence by all IMDC employees.

• Assist in the ongoing production and end user support of the ServiceNow platform and identify system deficiencies and recommend solutions

• Provide Administrator functions such as managing users, management/maintenance of CMDB, creating and configure notifications, business rules and workflows to manage process

• Work closely with Major Incident Manager on major incidents and their correlation to changes

• Develop and implement ITIL/ITSM best practices processes and procedures for the IMDC portfolio.

• Ownership of creating and maintaining process and artifact information for IMDC processes, including mapping and measuring business objectives to process outputs.

• Collaborate with operations and business owners to define process requirements, and create process flows and metrics to measure success.

• Assist in creating, maintaining, and reporting various ITIL/ITSM process area metrics, including but not limited to: Request, Incident, Event, Problem, and Change.

• Creatively and independently define, implement, and maintain processes across IMDC.

• Lead a project team of business stakeholders to operationalize ITSM and/or IMDC processes.

• Remain informed on trends and issues in the service management industry, including current and emerging technologies and best practices. Leverage this knowledge to recommend and implement changes in functional areas for standardization and/or optimization.

• Establish practices to improve the analysis and optimization of operational processes

• Data analysis of historical data (tickets, alarms, etc.) to identify problem areas for further analysis

• Work with subject matter experts (SMEs) to understand the business and technical requirements of each solution and develop process improvement for cost savings and customer streamlining

• Independent judgment to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional

• Maintain configuration management CMDB for complete and accurate information for assets per standards and procedures

• Consulting with business users and stakeholders to obtain improvement feedback.

• Working hours are varied and mandatory on-call rotations, including some nights, weekends, and holidays. 

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