Change & Incident Manager

Position responsibilities:

• Opens incident bridge and facilitates calls, troubleshooting, and resolution of enterprise outages.
• Documents “Root Causes” of any enterprise outages and initiate any required changes and improvements as projects managed by Aprio’s Infrastructure PMO and Technology (Networking and Server) teams.
• Manges and facilitates “Change Management” meetings and processes.
• Works with Service Desk and Operations to engage team resources as needed for outstanding tickets and escalations to the help desk.
• Develop and maintain the organization's change management policies, procedures, and processes.
• Evaluate and assess change requests to determine their impact, risks, and potential conflicts.
• Coordinate and facilitate the review and approval of change requests, ensuring compliance with change management guidelines.
• Communicate change schedules, status updates, and implementation plans to relevant teams and stakeholders.
• Coordinate with IT teams to ensure proper testing, documentation, and validation of changes before deployment.
• Conduct post-implementation reviews to assess the success and effectiveness of changes and identify areas for improvement.
• Conduct post-incident reviews to analyze root causes, identify opportunities for improvement, and implement corrective actions.
• Continuously improve the change management process based on feedback and lessons learned.
• Ensure incidents are promptly reported, logged, and tracked in the incident management system.
• Monitor incident trends and identify recurring issues, proposing proactive measures to prevent future incidents.
• Facilitate communication and collaboration between technical teams and stakeholders during incident resolution.
• Provide regular updates to relevant parties on the status of incidents, including impact, resolution progress, and preventive measures.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in change management and incident management within an IT environment.
• Familiarity with IT service management frameworks, such as ITIL or COBIT.
• Strong understanding of change management principles, practices, and tools.
• Knowledge of incident management processes and best practices.
• Experience in coordinating and facilitating cross-functional teams during change and incident management activities.
• Excellent communication skills to effectively convey information to technical and non-technical stakeholders.
• Analytical mindset and problem-solving abilities to assess risks and impacts of changes and incidents.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency in using incident management and change management tools.

• Knowledge of configuration management and release management processes.
• Experience in conducting change impact assessments and change risk assessments.

• Medical, Dental, and Vision Insurance on the first day of employment
• Flexible Spending Account and Dependent Care Account
• 401k with Profit Sharing
• 9+ holidays and discretionary time off structure
• Parental Leave – coverage for both primary and secondary caregivers
• Tuition Assistance Program and CPA support program with cash incentive upon completion
• Discretionary incentive compensation based on firm, group and individual performance
• Incentive compensation related to origination of new client sales
• Top rated wellness program
• Flexible working environment including remote and hybrid options

• Working with an industry leader: Be part of a high-growth firm that is passionate for what’s next.
• An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.
• A great team: Work with a high-energy, passionate, caring and ambitious team of professionals in a collaborative culture.
• Entrepreneurship: Have the freedom to innovate and bring your ideas to help us grow to become the CPA firm of choice nationally.
• Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
• Competitive compensation: You will be rewarded with competitive compensation, industry-leading benefits and a flexible work environment to enjoy work/life balance.