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ITIL Change Manager - Infrastructure Services in Jacksonville, FL at Vaco

Date Posted: 4/5/2018

Job Snapshot

Job Description

The ITIL Change Manager is a highly technical position responsible for day to day supervision of the Infrastructure Services team as well as day to day change management of technologies used in delivering IT Infrastructure (Compute, Storage, Network, and Virtualization) and Platform (OS, Tool Stack, Middleware, Database) services to the business. The role will be required to work consultatively with our Service Delivery Managers and Engineers, Information Security, Risk Management and other business units to design, deliver and maintain the infrastructure needs for services across the credit union. They are responsible for designing, building and supporting on premise data center technologies as well as integrating when appropriate with our cloud service providers, 3rd parties and partners. They will manage IT Service Management processes around Incident, Request, Problem and Change management in relation to the IT infrastructure needs of the organization. The position will be responsible for monitoring, response and reporting around Infrastructure issues and outages. The role will be an active collaborator with the credit union business and deliver a presence of IT engagement throughout the credit union and to our members.


  • Supervise team of system, network and database administrators/engineer providing leadership, guidance and support to the team by communicating job expectations, planning, monitoring, and appraising job results; coaching, counseling, and mentoring employees.
  • Develop and enforce systems and process policies and procedures.
  • Manage end to end lifecycle of all Infrastructure and Platform requirements needed to deliver highly available, accessible, redundant and scalable solutions and services.
  • Responsible for integrity of all Data Center infrastructure needs as well as connectivity to partners/vendor environments.
  • Ownership of infrastructure management tools and administration for directory services (Microsoft AD), virus/malware protection (Microsoft/Cisco/Sophos), system monitoring and alerting (Manage Engine OpManager/Netbrain) and SIEM (AlienVault)
  • Monitor and maintain Cisco based network infrastructure and components for multi-data center, and branch locations.
  • Evaluate, test and make recommendations on technology road maps, new tools and processes to improve infrastructure delivery.
  • Own, develop and maintain infrastructure diagrams, service relationship diagrams and service infrastructure requirements for internal infrastructure as well as 3rd party partner integrations.
  • Work directly with Information Security Officer and Risk Management to implement and monitor recommended controls and configuration related to network and system security.
  • Provision physical, virtual and cloud solutions to deliver the optimal infrastructure for service delivery.
  • Troubleshoot service issues for infrastructure and platform and resolve issues based on SLAs coordinated with the business and our members.
  • Collaborates regularly with Information Security, Core Systems Services, End User Services, Project Management, Risk departments and all needed business units to deliver services and drive holistic IT within the credit union.
  • Work collaboratively with End User Services and Service Delivery to ensure end users have access to and are supported in utilization of delivered services.
  • Maintains inventories of physical Data Center and Networking devices at all locations and keeps Asset Management database current.
  • Identifies areas of opportunity for IT to deliver continually improved experiences and services to the credit union.
  • Track work effort and contribution around projects, infrastructure improvements and daily operation activity.
  • Manage infrastructure capabilities for Virtual Desktop Infrastructure.
  • Evaluate and implement opportunities to automate processes through tool sets and custom scripting
  • Responsible for the management and evaluation of 3rd parties/vendors to ensure strong relationships that provide partnerships and continuous growth around end user computing.
  • Plans, maintains, documents, and implement components for a business recovery strategy to resume operations of the computer platforms in the event of a disaster or similar contingency.
  • Drive a culture of collaboration, transparency and innovation to drive value to our members and their experience.
  • Professionally represents the Credit Union in contacts with business and trade professionals.
  • Timely communication and issue escalation ensuring appropriate and accurate visibility to all levels of stakeholders, including senior management team.



  • Bachelor Degree (B.A.) from an accredited four (4) year college or university; or four years in a related field; or any combination of experience and/or training equivalent to Bachelor degree in a related field, plus five years related experience.
  • Five (5) years of network, systems and data center administration, preferably in financial services.
  • Demonstrated technical skills in complex, highly available, secure networks and infrastructure
  • Exemplary technical and business assessment skills to evaluate strategic value of technology systems, data solutions and work processes to serve members and employees.


  • Experience with the most current technologies, products and solutions used in the industry.
  • Preferred Platforms include:
    • Microsoft Platform, IIS, DB
    • Cisco Hardware, Networking, UCCX,
    • ITSM tool sets (ManageEngine, Remedy, ServiceNow, etc.)
    • Microsoft Visio or diagraming experience a plus.
    • Scripting experience - Powershell, VBS, Perl, etc.
    • ITIL Foundations Certification preferred
  • Additional knowledge of the following a plus:
    • IT Frameworks (ITIL, TOGAF, COBIT, ISO 20000)
    • Network and Systems Administration (CCIE, CCNP, CCNA, MCSA/MCSE)
    • Vendor Management


MEMBER FOCUSED Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists as a result of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members


TEAMWORK Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks.

DECISION QUALITY Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others ideas and facts to form a better decision.

PROBLEM SOLVING Uses rigorous logic and methods to solve difficult problems with effective and innovative solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers

ACTION ORIENTED Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it's OK to make a mistake (fail forward).

ADAPTABLE Learns on the fly; is a relentless, versatile and active learners; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; experiments and will attempt multiple ideas to find solutions; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.


While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk; sit; climb or balance; stoop, kneel, crouch, or crawl. They must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee is occasionally exposed to moving mechanical parts and vibration.

No hazardous or significantly unpleasant conditions (such as in a typical office). Subject to periodic stress.