Consumers Energy Release Analyst (Remote) in Multiple Locations, Michigan
Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.
Release Analyst will lead efforts to improve business partner and IT operations digital experience, innovation and optimize processes governed by ITSM (i.e. Incident, Problem, Change, Release, Environment, and Configuration Management), achieve business breakthrough goals, and ensure compliancy of SOX and other IT general controls. Perform operational execution and oversight of IT Release and Change management processes. Maintain process integrity in accordance with ITIL v4 best practices and process policies. Collaborates across CX&T, IS, and business partner teams to ensure processes are simple as possible. Facilitate Release TAB and CAB review boards to align on pending changes scheduled for release. Ensure scheduled releases are managed to maintain IT system stability, availability, and service quality. In addition, the objective is to provide a high level of service through increased adaption of robotic process automation (RPA) and artificial intelligence (AI).
Responsibilities include the following:
Effective, directed and consistent communication across multiple channels and medias
Support the design, development, delivery and management of communications.
Facilitate the Technical Advisory Board (TAB) meetings
Define innovative ways in adding efficiency, reducing waste, and saving cost
Maintain operational compliance in accordance with Sarbanes-Oxley (SOX) and Change & Release Management Policy.
Manage and coordinate weekly and ADHOC SAP transport releases
Collects feedback on in scope processes from process owners and process users, acts as custodian for process changes and recommends changes to CX&T Process and Governance teams
Ensures process integrity and process compliance in coordination with CX&T Governance and Compliance teams
Assists in the development of training materials that delivers an effective adoption rate of Change & Release Management process adherence.
Collaborates with Application Development and Testing teams to present a single source view of upcoming releases
Ensures that all Test procedures and processes are adhered prior to release to production and that all changes and releases have been fully tested
Ensures that all Releases are scheduled and introduced into production in a manner that presents little or no disruption to our core business processes
Develops and maintains online schedule of Change and Release Calendar
Demonstrate ability to contribute and interpret ITSM Policies and Procedures through continual process improvement exercises.
Lead the development and maintenance of Change, Release & Test processes, policies, and Standard Operating Procedures (SOP).
Perform audits of Change & Release Management process and produce reports for exceptions, status and metrics
Ensure all changes have full Impact Analysis and Risk Assessment completed
Ensure all changes have back out plans and communications plans
Ensure all Changes associated to a CI are completed correctly
Assist with and/or develop reports on all data pertaining to statuses and activities within the change process
Maintain effective documentation and controls for policies, procedures, scripts and governance documents relative to Release, Test, Change or its interface with ITSM processes.
Interfaces with Service Management team members and other CX&T and IS teams; and project leaders
Bachelor’s degree in computer science or related field is required; Graduate degree in computer science, related technical field or equivalent experience
2+ years of cross-functional IT operations experience
2+ years of experience managing SAP release and IT change management
2+ years of experience in core ITIL base process management i.e. Incident, Problem, Change, Request, and Event Management preferred.
ITIL v3 or v4 certification or extensive ITIL experience.
Demonstrated knowledge of ITIL Service Support and Delivery processes.
Demonstrated Knowledge and experience with ITIL Service Management Lifecycle framework and processes.
Sarbanes Oxley knowledge a plus
Diplomatic and customer service focused; ability to manage key stakeholders in positive, poised and effective manner.
Proven experience effectively communicating technical issues/challenges to non-technical people.
Excellent communication skills, both written and verbal
Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude
Must be able to occasionally work off hours to cover India time zone, and collaboration with global and regional team
Excellent analytical and trend analysis skills
Excellent problem-solving skills
Is resourceful and able to utilize all tools, expertise and knowledge bases to investigate and resolve problems.
Works closely with department managers and users to define and analyze business and operational problems, process improvement opportunities and requirements; analyzes operational and business mandates and legal requirements; identifies and analyzes complex, ambiguous and/or conflicting business process issues; advises department managers on applications development, enhancement and maintenance issues; explains technology and process options and assists managers in analysis and decision making; analyzes management information needs and recommends data and reporting processes; coordinates the development of department priorities and works within IT to align initiatives to these priorities; facilitates user meetings and joint development sessions. Develops and refines business models and relationship diagrams; evaluates methods of improving efficiency and cost effectiveness of business, technical and operational processes; works with users to reengineer work processes; analyzes functional business requirements and translates user expectations into detailed business requirements, specifications and success criteria; works with Information Systems to develop conceptual proposals for business process automation initiatives; recommends work process and/or operational changes to complement system functionalities; serves as an advocate for department needs with IT; stays abreast of developments in departmental processes to anticipate emerging technology needs. Participates in the development of statements of work for RFPs/RFIs; participates in evaluating vendor applications and solutions; coordinates department review of vendor deliverables for accuracy and completeness, ensuring that department needs and requirements have been met. Develops significant application/hardware solutions to problems and addresses change request issues that require assignment of resources. Analyzes and troubleshoots complex and sometimes urgent applications problems and errors; takes action or communicates solutions to problems; answers technical questions and provides guidance to users on system functionalities and methods for correcting problems. Develops training materials and handouts; conducts user applications training classes and one-on-one training sessions; develops and maintains user and system documentation. Designs and generates custom reports to meet user needs; uses reporting tools to extract user-required data. Plans and coordinates the deployment of new technologies for client solutions; coordinates user acceptance testing and the resolution of problems identified. Regular attendance is expected.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.