Change and Release Specialist

Who Were Looking For:

• You have exceptional customer service skills and ask thoughtful questions to understand customer needs 
• You are constantly and actively looking for ways to add value to customers in the change management process 
• You are well versed in applying the ITIL framework to assess and manage change risks while maintaining speed and agility to allow for continuous deployments in an agile environment. 
• You understand release management process and can work independently to drive technology teams to deploy and resolve issues with enterprise releases
• You are self-aware, self-motivated and demonstrate strong multi-tasking and time management skills 
• You have stellar verbal and written communication skills 

You’re Responsibilities:

• Managing the end-to-end change management process covering the change lifecycle, providing metrics and reporting, and driving process improvements. 
• Participating in release management activities as required and provide support to enterprise release rollouts including shift and weekend support
• Maintaining and providing continuous improvement to existing/new change request documentation, technical assessments and consolidated change schedule 
• Facilitating Technical Advisory Board meetings (TAB), Change Approval Board meetings (CAB), including Emergency CAB meetings (ECAB), to review and receive from stakeholders an appropriate action: adjust/approve/reject requests and proposals for change 
• Change Management Methodology & Tools - Defining policies governing all types of changes to meet future needs. 
• Provides input into the selection of and leverages a centralized ITIL ticketing and reporting system 
• Creating and disseminating documentation of processes and procedures related to changes and change management Risk Management 
• Using change management policies and procedures to document, track, assess impacts/risks and approve changes to the environment 
• Investigating any issue or risk from planned changes that could significantly impact day-to-day business operations and reporting to Operations leadership 
• Ensuring all change management processes and procedures are in line with appropriate compliance, regulatory, and internal control standards of Definity Relationship Management 
• Working closely with other ITSM managers/teams to ensure alignment between areas
• Managing the day-to-day relationship and delivery of an IT vendor across a specific contract, ensuring smooth day-to-day delivery of change solutions or services 
• Developing and maintaining effective working relationships with business representatives and other IT leaders 

You’re Skills & Experience: 

• University Degree or college diploma in computer science, information systems, or a related discipline 
• 5+ years of relevant experience supporting Information Technology operations
• 5+ years of Change Management experience 
• 2+ years of experience in Release management
• Experience working in the DevOps world of continuous deployment where change is part of the culture and processes. 
• ServiceNow experience is a must 
• Excellent baseline understanding of technical aspects of changes, including infrastructure, security, database and application changes
• Excellent understanding of a project's life cycle
• Technology skills background will be added advantage

Role ID: 128

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).

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