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Associate Manager, ITSM Change Management in Grapevine, TX at GameStop

Date Posted: 11/29/2018

Job Snapshot

Job Description



Working with general supervision, the ITSM Change Management Associate Manager is responsible for the execution of the Change Management process.  This includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle. This position will interact with his or her supervisor as needed by either.  Most activities are completed without a supervisor’s advance approval.


•        Manage relationships in a manner acceptable to others and to the organization; adhere consistently with all organizational policies related to our respectful workplace

•        Demonstrate a consistent commitment to field-focused service by prioritizing field-based requests, responding quickly and favorably to field-based feedback, by minimizing tasks, and proactively seeking ways to help store teams focus on customer service as productively as possible

•        Work collaboratively with others within and outside of his or her function to achieve goals, simplify processes, reduce costs, prevent loss, and to ensure that work is completed safely, accurately, and on time

•        Responsible for adhering consistently with all employment policies as stated in the employee handbook provided or as provided by his or her supervisor

•        Model the high level of customer service expected of all GameStop associates including, but not limited to, responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others’ feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate

•        Model team commitment by adhering to the team's expectations and guidelines; fulfilling team responsibilities; and demonstrating personal commitment to the team by being cooperative, collaborative, and flexible

•        Leads the Change Management function, managing and coordinating all activities necessary to control, track, and audit Changes to the environment.

•        Assists with risk and impact assessment to ensure minimal acceptable impact to production systems

•        Ensures Change status, progress and issues are communicated to the appropriate groups.

•        Audits and manages the process lifecycle and reports to upper management

•        Schedules and chairs CAB/XCAB meeting when necessary

•        Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary

•        Responsible to review Change Schedule (CS) for conflicts and informs or escalates to impacted individuals as necessary

•        Report Change Management activities to upper management.

•        Produce management reports

•        Responsible for education and training of the Change Management process


•        Continuous Improvement – Originates action to improve existing conditions and processes; uses appropriate methods to identify opportunities, implement solutions, and measure impact.

•        Contributing to Team Success – Actively participates as a member of a team to move the team toward the completion of goals.

•        Collaboration -Working effectively and cooperatively with others; establishing and maintaining good working relationships.

•        Technical/Professional Knowledge and Skills – Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise.


•        Accredited bachelor’s degree in IT discipline or at least 3 years of progressive experience in enterprise level IT environments

•        Minimum two years of change management experience

•        ITIL Foundation Certification required; ITIL Operations or equivalent certification preferred

•        Experience with ServiceNow preferred


•        Proficient communication skills with multiple levels of an organization, including interaction with senior level business partners within the company

•        Proficient influencing and relationship management skills

•        Expert ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities

•        Self-driven and resourceful to achieve goals independently as well as work well in groups

•        Proficient ability to communicate effectively with others using spoken and written English

•        Proficient ability to work collaboratively with others; conduct working relationships in a manner acceptable to others and to the organization

•        Proficient ability to remain effective under stress, and respond to pressure in a manner acceptable to others and to the organization

•        Proficient knowledge of Windows-based business computers and Microsoft Office programs; specifically, Access, Excel, Outlook, PowerPoint and Word

•        Demonstrated ability to model customer-focused behaviors leading to outstanding customer experiences

•        Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities