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Change Manager

Boston | Massachusetts | United States

ABOUT FOUNDATION MEDICINE

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

ABOUT THE JOB

The Manager, Change Processes leads the change management practice within the Information Technology function and seeks to reduce risk to the business. This role is responsible for ensuring appropriate planning and coordination of the activities required to successfully manage the introduction of changes to FMI’s regulated and compliant technology systems. The incumbent ensures that requested changes and associated actions meet FMI’s business needs and adhere to Information Technology Infrastructure Library (ITIL) best practices and company policies.

Key Responsibilities

  • Lead change management and process adoption for Information Technology within FMI.
  • Apply ITIL frameworks to normalize change process execution across constituents.
  • Assist in the development of the Change Advisory Board and host recurring CAB meetings.
  • Manage Information Technology change lifecycle from beginning to end, starting with change creation to post-implementation review.
  • Identify and improve change communication recipients and channels across the organization.
  • Maintain day-to-day responsibility for the ownership and resolution of changes (including any referral or escalation as necessary).
  • Review service metrics (KPIs) and identify the success of the services being utilized to recommend and coordinate implementation of changes to improve metrics. 
  • Review Service Level Agreement (SLA) targets and metrics, as well as assist in further definition of SLAs.
  • Monitor and report on process performance.
  • Provide input, document requirements and support the design and delivery of key operational processes.
  • Review status of change program, metrics, etc. with governance board.
  • Propose process improvements on an ongoing basis to continually improve quality and customer satisfaction.
  • Maintain process documentation.
  • Oversee and manage training and compliance for all appropriate application and infrastructure team members. 
  • Ensure the overall completeness and accuracy of changes.
  • Initiate and coordinate actions to maintain and improve service levels and efficiencies. 
  • Assist in analysis and review of change process performance against SLAs and OLAs and use information to assist in definition of Continual Service Improvements. 
  • Other duties as assigned.

QUALIFICATIONS

Basic Qualifications:

  • Bachelor’s Degree.
  • 3+ years of experience in information systems and/or IT Change and process management.
  • ITIL v3 Foundations certification.

Preferred Qualifications:

  • Bachelor’s Degree in Computer Science, Information Science, similar discipline.
  • ITIL v3 Intermediate certification.
  • Willingness and ability to obtain additional ITIL and other service management training/certifications.
  • Familiarity with Agile Software Development Life Cycle (SDLC) methods.
  • Experience with IT Operations practices and procedures.
  • Familiarity with Change Management practices within an ITSM tool (ServiceNow expertise preferred).
  • Project management skillset.
  • Proven ability to identify trends, initiate, schedule, and conduct change reviews.
  • Excellent change management skillset, and a proven track record of effectively facilitating change within an organization.
  • Ability to assist in the resolution of critical incidents.
  • Demonstrated ability to create and report statuses of change process maturity.
  • Track record of maintaining and managing Continual Service Improvement opportunities from ITSM areas and assisting with overall prioritization of improvement efforts for the change management program.
  • Agreement to maintain confidentiality as it pertains to sensitive company, employee, and proprietary data and information.
  • Commitment to reflect FMI’s values: passion, patients, innovation, and collaboration.
     

Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form.  (EOE/AAP Employer)

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