2025/03/27

Reference Number

HCBP27

Description

JOB PURPOSE

The IT Change Manager Senior Specialist is responsible for overseeing and managing the IT Change Management process within the IT Division and the organization at large. The function ensures that all changes to IT systems, applications and processes are properly assessed, approved, and implemented smoothly, with minimal disruption to business operations.

The function is also responsible for effectively communicating scheduled changes, managing stakeholders’ expectations, and ensuring successful implementation of changes in the production environment.

In addition, the function will ensure that standardized Policies, Processes and Procedures are used efficiently to support Information Technology Governance and Internal Policies.

Under the supervision of the IT Service Delivery Head, the following are among the Job Key Responsibilities:

Change Management Activities:

• Develop, implement, and maintain an effective and efficient IT Change Management framework.
• Coordinate and ensure emergency change requests are approved by E-CMF (Emergency Change Management Forum) members and implemented as an emergency.
• Ensure that the CMF members and CIO (Chief Information Officer) are contacted when urgent Change Requests require approval and urgent deployment.
• Coordinate and facilitate the weekly Change Management meetings by preparing the agenda and Change related documentation.
• Facilitate stakeholder alignment meeting to ensure impact analysis, pre-deployment reviews, post deployment reviews are discussed prior to the deployment of the changes.
• Ensure all change requests are properly logged onto the ITSM (IT Service Management) tool with supporting documentation, assessed, and approved before implementation.
• Ensure change requests logged on to the ITSM tool are updated regularly, and consistent follow-ups and post implementation reviews are conducted to ensure customer satisfaction and requirements are met.
• Evaluate the risk and impact of all change requests and ensure risk assessments are conducted and reviewed by the Risk Division as required.
• Collaborate with the Business to conduct product risk assessments to determine any potential risks and impact of the proposed changes.
• Ensure all change requests comply with regulatory requirements, internal processes and procedures.
• Ensure proposed change requests are thoroughly tested, reviewed and approved by key stakeholders.
• Review test results submitted for change requests from IT Units, Projects and Development teams, and other Business Units.
• Ensure that test findings are correctly addressed and prioritized prior to production deployment.
• Coordinate all the changes that go into production by having a proper release calendar/schedule of the changes.
• Responsible for thoroughly understanding the IT change management process and the change workflow in IT Service Management Tool.
• Ensure that Service Management Tool IT change workflow is up to date by handling the status and ensuring that participants take their ownership for working according to the process.
• Track progress and review process tasks to make sure certain deadlines are met appropriately.
• Work closely with the Project team and Development teams to ensure go-Live activities including the execution of the deployment plans and checklists are well coordinated.
• Coordinate with the Incident and Problem Management processes to ensure all IT change-related incidents and problems raised by stakeholders follow the change process before deployment.
• Conduct post implementation reviews and document post-implementation reports to ensure lessons learned, recommendations and areas of improvement are identified.
• Ensure the best practices based on ITIL and COBIT Frameworks are implemented in the Change Management Process to enhance effectiveness and effectiveness.
• Identify opportunities to improve the Change Management Process and keep abreast of the latest technological trends.
• Update all IT Change Management policies, processes and procedures.
• Perform other duties and tasks as may be assigned by management

Stakeholder Management:

• Act as the primary contact for all IT change-related queries and communication.
• Coordinate meetings with the stakeholders to review planned change requests
• Communicate effectively of scheduled change to stakeholders.
• Provide updates to stakeholders on the status of all successful, failed, rolled-back Changes.

Incident Management:

• Collaborate with the IT Support teams and the Service Desk Manager to investigate and resolve incidents caused by the implementation of changes.
• Ensure incidents and service disruptions are minimized as a result of change deployments.
• Coordinate with the Incident and Problem Manager on all IT change-related incidents and problems raised by stakeholders and ensure they follow the change process before deployment
• Ensure failed changes are rolled back on time to minimize system/service downtime.

Risk Management:

• Ensure that all risks applicable within the IT Change Management area are identified, assessed, reported and captured in the risk register.
• Ensure accurate and complete reporting of risk events within the stipulated timeline.
• Ensure all emerging risks are reported and mitigating factors are put in place.
• Identify, monitor and report Key Risk Indicators (KRIs) within the IT Change Management
• Ensure Change Management activities operate within the given risk appetites and report any breaches promptly.
• Implement and close all audit recommendations, identify control weaknesses from Risk RCSAs, consultancy reports or customer complaints and risk events.
• Participate in the annual review of procedure manuals when requested.
• Ensure adherence to the Zanaco Risk Management framework and participate in risk management training organized by the Risk Division.

INTERNAL/EXTERNAL CONTACT

• External: Vendors, Consultants
• Internal: All internal Business Units

Requirements

QUALIFICATIONS AND EXPERIENCE

• Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects
• Bachelor’s Degree in Computer Science, Information Technology or related field
• ITILv4 Foundation/COBIT 2019 Foundation, PRINCE 2 or any related Certification will be an added advantage
• Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications
• Minimum of five (5) years’ work experience in IT, IT Change Management or respective function.
• Experience in managing IT changes in a complex and high-pressure environment will be an advantage.
• Banking experience will be an added advantage.

JOB CORE COMPETENCIES

• Strong analytical and problem-solving skills.
• Good communication, presentation and organization skills.
• Self-motivated individual with a good understanding of complex technical environments and the technologies used.
• Good technical skills with good understanding of latest technologies like AI, Machine Learning, IoT, etc.
• Demonstrate proficiency and ability to investigate incidents because of a change.
• Good research skills
• Ability to pay attention to detail
• Good customer services
• Good team player
• Good leadership and planning skills
• Ability to work under pressure in high-pressure environments.

Work Level

Management

Job Type

Permanent

Salary

Market Related

EE Position

No

Location

Zambia

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