PURPOSE:

The Release and Change Management Analyst is responsible for enforcing the change management (CM) environment, policy and procedure guidelines, CM planning, reporting and audits, CM documentation, managing the Change Control Board (CCB) process and coordinating CCTI product releases and Infrastructure changes into the Production and Plan Test environments. The Release and Change Management Analyst is familiar with the latest standards associated with change and configuration management and has the ability to effectively support all ongoing Release and Change Management work. A Release and Change Management Analyst knows and uses the fundamental concepts, practices, and procedures related to configuration management and understands the interconnections and interoperability

The Analyst will conform to the overall change and configuration management process improvement initiatives defined for use and execution in the department.

PRINCIPAL ACCOUNTABILITIES:

Under direction from the Change Management team lead, the Release and Change Management Analyst include, but are not limited to, the following:

1. 70% Day-to-day Change Management administration to include coordination and management of Plan Test and Production environment implementations of new versions and patches, modifications and application of automated scripts for mid-range and client server. Enforcement of CM policies and processes, including coordination of outage approvals and customer communication. Development, coordination and management of monthly/quarterly application releases, including Plan of Action (POA) development and, as necessary, CCTI or FEPOC Infrastructure changes.

2. 30% Assist in the development and revision of CCTI CM policy, processes, and procedures. Enforcement of CCTI configuration management processes, reviewing CM plans and related documentation; updating various infrastructure support management processes and documentation; Change Management resource planning; gathering and reporting CM metrics; and interfacing with BCBSA software development and operational support, network security and disaster recovery personnel. Prepares CCTI CCB documentation, runs weekly CCTI CCB meeting and performs necessary follow-up for approved tasks. Participates and represents CCTI Changes at the FEPOC Enterprise CCB.

Duties and Responsibilities:

• Develop Plans of Actions (POAs) based on provided Deployment Guides (DGs) for all minor and major application and infrastructure release activities


• Support Change Management team in ensuring that all changes go through the CCB process and are approved for deployment


• Collaborate with customer to develop and manage to annual Release calendar


• Manage all Release communications across multiple teams and organizations


• Coordinate all resources required to ensure successful Release


• Track and communication progress of each Release


• Serve as primary coordination point across all engaged teams for all Release activities


• Schedule/run release readiness reviews prior to deployments and mid-Release status reviews


• Facilitate improvements in Release Management methodologies


• Coordinate Change Control Board activities, including ensuring Change requests related to Release activities are approved

Experience Required:

• Demonstrated experience in developing Plan of Action (POA) for application release activities


• Excellent oral and written communication skills


• Ability to understand cross functional/application impacts and coordinate and sequence changes to minimize risk


• Ability to understand interoperability and interconnections between application release activities and incorporate that understanding in developing Release guidelines


• Strong customer service skills


• Keen attention to detail


• Working knowledge of Software Development Life Cycle (SDLC). (Waterfall methodology; future Agile methodology)


• Team management skills


• Project management experience


• Solid understanding of application infrastructure, system architecture and operating systems


• Demonstrated experience in all aspects of the Application and Infrastructure Change Release Management process


• Knowledge of mid-range and client server environments for establishing and maintaining configuration management practices

This position will require weekend work (approximately 2x/month), with flexible standard work week hours to offset after hours/weekend responsibilities. Non-standard work hours are typically planned in advance.

SUPERVISORY RESPONSIBILITY:

No direct reports.

SCOPE DATA:

No budgetary responsibilities.

QUALIFICATION REQUIREMENTS:

Required:

This position requires a BA/BS in Computer Science or Business or equivalent experience and 57 years Information Technology experience in Change and/or Release Management.

Required Abilities/Skills:

• The ideal candidate will be highly motivated, demonstrate initiative and possess strong analytical, project management, communication and customer relationship skills. Strong verbal, written, communication and presentation skills.


• Proficient in project documentation, as well as an advanced proficiency in the Microsoft Office suite of tools, including the use of Microsoft Excel formulas and macros. Should be proficient in team and video sharing tools e/g., Microsoft Teams (primarily used), Zoom, WebEx.


• Attention to detail and a strong ability to set and delineate tasks and coach trainees or software developers on CM practices and processes.


• Excellent typing skills (speed and accuracy) and ability to capture status, decisions and other relevant information during change management and other meetings.


• Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.


• Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Preferred:

• CM or quality certification training.