Change Management Training Lead Location (San Fran) 8/10 – 12/31 2012 Start Date - ASAP Job: Data Center Modernization Project / IT Service Management Department Infrastructure & Operation / Data Center Modernization Department Overview: The Data Center Modernization group is primarily responsible for implementing a new Data Center in order to mitigate the risks of running out of capacity, catastrophic earthquake and flood which would result in critical system outages and significant real and opportunity costs to the business. As part of the Data Center Modernization scope, an enterprise Change Management process and tool will be deployed to all IT groups, including application groups and infrastructure groups. The Change Management tool used is Service Management Center (SMC) which is developed using the BMC Remedy Suite, Version 7.6.00. Position Summary: The Training Lead position in Data Center Modernization group is anticipated to lead the training effort to ensure that all IT groups are trained on the new change management process and tool and they successfully adopt the process and tool as part of their day-to-day operations. Responsibilities: The successful candidate should be able to: • Develop a deep understanding of the Change Management process, from initiating to closure • Develop a deep understanding of Change Management functionality offered by the Service Management Center (SMC) suite of tools. • Manage the end to end delivery of training to all IT groups that are impacted by the implementation of Change Management • Act as a change agent during the deployment and stabilization phases • Review training materials, making revisions to training materials as appropriate • Work with Learning Academy department to set up Change Management instructor-led and Computer-Based training courses as part of My Learning suite • Develop training plan and schedule and communicate to stakeholders • Manage the registration to training classes and completion of training by the trainees • Deliver instructor-led training sessions • Conduct Q&A sessions post go live to answer questions on usage of the tool • Track, measure, and report on training metrics • Trouble-shoot and resolve training related issues during deployment • Gather feedback and perform continuous improvements on the delivery of subsequent training sessions Minimum: • Knowledge of ITIL best practices • Excellent communication skills, both oral and written • Excellent technical writing skills • Experience with process improvements initiatives • Experience with delivery of training • Experience with coordinating various activities across many organizations to support project work • Ability to influence stakeholders towards a strategic goal • Ability to drive tasks to completion • Experience with MS Office Suite, Visio • Experience with Project Development Lifecycle Desired: • ITIL certified • PMP certified • Knowledge of Change Management Process