The application window is expected to close on 10/18/24.
*** This is a hybrid position and you must be within a commutable distance to the Milpitas, CA office as needed. ***
About the Opportunity
We are a dynamic operational team within the Webex Cloud Infrastructure Platform, dedicated to the daily operation of the Webex Contact Center Enterprise product suite. Operational Excellence is essential to our mission, as we craft, build, and maintain dedicated instances of Contact Center infrastructure for Enterprise customers across the globe. We serve as a crucial liaison to our Partners and Customers and our Engineering and Product teams, ensuring seamless and reliable service delivery.
As a Change Manager, you will lead change initiatives by engaging, advising, and advising key internal & external partners, including the design, development, and delivery of change strategies and plans that drive value for the various teams and drive desired business outcomes. Strong candidates will have experience assessing various team impacts and developing and executing change, knowledge management, communications, and training strategies.
What You'll Do
- Conduct change assessments to understand the scope and scale of changes, and impacts to various teams, and develop mitigation plans to address potential challenges.
- Coordinate and deconflict thousands of changes.
- Understand changes running in parallel and identify potential dependencies, gaps, and opportunities to streamline.
- Detail action-by-action planning of major complex changes.
- Build and deliver actionable engagement, communications, knowledge management, and learning plans to enable the adoption of Change Management industry standards.
- Measure and monitor change success metrics and implement reinforcement strategies.
- Build strong cross-functional partnerships with key various teams and leaders.
- Work with cross-functional teams to identify, capture, and analyze operational information.
- Lead CAB/CCB through the daily workflow of changes and releases, gathering comments, and notes for the CAB/CCB.
- Manage communication between engineering change requests to all teams affected.
- Participate in annual audits for multiple industry standards (ISO/SOC2/FedRAMP/ISMAP etc.).
- Conduct Change Management training for various teams.
Basic Qualifications
- At least 2 years experience in an IT role such as Change Manager, Systems Administrator, or similar role leading large-scale system change initiatives.
- Experience with Change Management principles, methodologies, and tools, such as Service Now, Remedy, Jira, etc.
- Experience working in Cloud Native/SaaS operations, such as AWS.
- Bachelor or higher degree in a related technical field or equivalent experience in software engineering.
*** The successful applicant will be performing work in a FedRAMP environment, and therefore, must be a U.S. Person (i.e., U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.
Preferred Qualifications
- Superb communication skills with an effective ability to articulate messages to various audiences.
- Strong problem-solving and root-cause identification skills with the ability to handle complex changes and navigate difficult situations.
- Understanding of project management approaches, tools, and phases of the project lifecycle.
- Ability to influence and build credibility with team members at all levels and move toward a common vision or goal.
- ITIL Foundation Certification.
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!
Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most ambitious of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is at our core (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, which bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, and caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology or through our actions.
So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us! #WeAreCisco
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