Job Description

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.

JOB FAMILY DESCRIPTION
Develops, coordinates and promotes change management activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24×7 support for all change as it relates to production and disaster recovery environments. Reviews, evaluates and approves changes for production implementation. Ensures contractual service level agreements are met in support of clients’ and company’s mission-critical business requirements. Works across a wide array of product lines and engages various levels of management on a day-to-day basis.

GENERAL DUTIES & RESPONSIBILITIES
* Manages changes across multiple data center environments to protect production and disaster recovery systems critical to business success.
* Creates and writes short descriptions of changes for Executive level reporting.
* Compiles the enterprise pre- and post- reports for the weekend maintenance change schedule.
* Maintains trend data and metrics related to changes for clients and executive reporting.
* Recommends and documents departmental standards and procedures.
* Consults with other teams on proper integration and correlation of the change management process and their respective areas.
* Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the change management process.
* Facilitates daily, weekly and monthly tactical meetings as well as creates change management as determined by business and technology needs.
* Performs other related duties as assigned.

EDUCATIONAL GUIDELINES
* Bachelor’s Degree in Computer Science, Business, Communication or the equivalent combination of education, training, or work experience with a minimum of three (3) years related experience in change, incident or problem management
* Any ITIL certifications is a plus

GENERAL KNOWLEDGE, SKILLS & ABILITIES
* Considerable knowledge of change management principles, procedures and techniques
* Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
* Must be proficient in MS Word and Excel
* Excellent written and verbal communication skills
* Experience with ITSM software such as ServiceNow
* Broad knowledge of IT infrastructure
* Ability to apply analysis and creative thinking when solving problems and conflict
* Ability to provide acute attention to detail
* Ability to communicate effectively to all levels within the organization
* Ability to manage multiple tasks simultaneously
* Conflict resolution and facilitation skills
* Independent and collaborative decision-making ability within specified parameters
* Skilled at identifying and implementing process improvements
* Ability to effectively establish and maintain relationships across the organization
* Solid business acumen and an awareness of business implications of decisions
* Demonstrated skill in timely, proactive, responsive follow-through on deliverables
* Ability to organize tasks and priorities effectively and under minimal supervision
* Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

JOB FAMILY LEVEL
Advanced professional role. Moderate skills with high level of proficiency. Works semi-independently with a high level of latitude for independent judgment. Able to effectively manage moderate to high priority changes, incidents, and problem management activities, from start to finish. Compose internal communications to all levels of management while conveying the appropriate level of urgency with no supervision (executive updates with some supervision}. Strong understanding of the organization, including key technical and managerial resources. Ability to document processes and train peers on change, incident and problem processes. May represent change, incident and problem processes to auditors, internal partners and external clients. Create and manage metric report requests for internal management. Serves as an internal point of reference for other teams. Typically requires four (4) or more years of related work exper ience.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

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Job Types: Full-Time.

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