Service Specialist Senior - Change Management Analyst

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Service Specialist Senior - Change Management Analyst within PNC's Enterprise Technology & Security organization, you will be based in Pittsburgh, PA. This position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at manager's discretion.

Key Position Responsibilities

• Executes the Technology Change Management policy, procedure, and process in adherence with requirements resulting in the provision of stable and reliable IT Services

• Coordinates and manages the day-to-day Change Management process activities

• Initiates, manages, and/or chairs the Change Advisory Board (CAB), coordinating its activities

• Manages the workflow and processing of Requests For Change (RFC) made to ensure that the change is appropriately assessed for risk, correctly prioritized, tested, and has a robust delivery, validation, and back-out plan (where appropriate)

• Manages and ensures that change records are fully documented throughout the process

• Maintains and publishes the Forward Schedule of Change (FSC) such that this will inform users, customers, providers, and stakeholders of the forthcoming changes

• Produces Post Implementation Reports (PIRs) for 'failed changes' to identify failures or inadequacies in the change process and implementation. Liaise with Problem Management on Root Cause Analysis (RCA) where Change Management may have been classified as a causal factor

• Drive continuous development and management of Service Quality, including driving continually measurable KPI improvements

• Supports Change Management reporting (KPIs and SLAs) and presentations as needed

• Drives implementation of standard execution of the Change Management process across the different groups

• Leads process integration efforts with other ITSM processes

• Manages the adoption of Standard Changes to enable preauthorized changes to be made where the implementation plan is repeatable and the risk has been assessed as low

• Is responsible for managing escalations in the Change Management process

• Focuses on business requirements and business risk management and compliancy

• Ensures all reporting and data is delivered in a timely manner

• Implements standards and improves Change Management process execution efficiency

• Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)

• Initiates follow-up actions to correct any problems or inefficiencies arising during execution of the Change Management Process

Preferred Qualifications

• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v4 (certification not required, but is a plus)

• Understanding of Agile and DevOps framework within Change management

• Demonstrated leadership experience and crisis management within Global IT Systems and services

• Proven planning, prioritization, and organizational skills

Job Description

• Provides technical support and coordination for the Services management function for a specific client or group of clients.

• Identifies and investigates service-related problems. Implements or escalates corrections as appropriate.

• Assists in defining and deploying problem management processes and procedures for specific clients.

• Coordinates activities with other service areas and functions. Develops, documents and disseminates process changes and improvements.

• Participates in problem reviews, root cause analysis, trend analysis and audits.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.

• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Competencies

Effectiveness Measurement - Ability to measure the quality and quantity of work effort for the purpose of improvement.

ITIL (Information Technology Infrastructure Library) - Knowledge of and ability to apply ITIL processes and standards for managing the IT infrastructure.

ITIL Service Delivery - Knowledge of and ability to apply ITIL processes and standards for managing the provision of IT services in line with customer expectations.

IT Service Improvement - Knowledge of and ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service.

IT Service Management (ITSM) - Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.

IT Standards, Procedures & Policies - Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Problem Solving - Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Process Management - Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.

Work Experience

Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Benefits

PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit ~~~ > New to PNC.

Disability Accommodations Statement:

If an accommodation is required to participate in the application process, please contact us via email at ~~~ . Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call ~~~ and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice (~~~) to gain understanding of how PNC may use or disclose your personal information in our hiring practices.