ITIL Process Practitioner-Change

At EZCORP we are a growing team focused on creating and changing the pawn industry as we know it today. We believe that our platform enabled lending and e-commerce solutions will revolutionize our ability to attract, engage and service our customers across the United States, Mexico and Latin America.

Join us now for an opportunity to be a part of a team that wants to provide access to short-term cash for every person – everywhere!

The Company:

Founded in Austin in 1989, EZCORP has grown into a leading provider of pawn loans in the United States, Mexico and Latin America. We are dedicated to satisfying the short-term cash needs of consumers who are both cash and credit constrained and providing an industry-leading customer experience.

What’s in it for you:

Ground Floor opportunity with EZCORP, a company with a start-up, purpose-driven mentality where innovative and agile problem solving are part of our DNA along with competitive compensation and benefits.

Address:

The Change Management Practitioner is responsible for leading and overseeing the planning, execution, and monitoring of change initiatives within an organization. This role ensures that changes to processes, systems, and technologies are implemented smoothly and with minimal disruption to business operations. The practitioner collaborates with cross-functional teams to assess the impact of proposed changes, develop change management strategies, and support the workforce through transitions. The goal is to ensure that all changes are successfully adopted, embedded, and aligned with organizational objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Change Request Evaluation and Assessment:

• Review and assess all change requests (RFCs - Requests for Change) submitted by various teams or stakeholders.
• Evaluate the potential impact, risk, and benefits of changes to ensure they align with business objectives.
• Aid the teams to determine whether the change is classified as a Standard, Emergency, or Normal change based on predefined criteria.

 Change Advisory Board (CAB) Support:

• Chair the CAB (Change Advisory Board) in reviewing and assessing changes before they are approved.
• Coordinate CAB meetings, ensuring all relevant stakeholders (including technical, business, and operational representatives) participate.

Change Planning and Scheduling:

• Work closely with the Change Owner and other relevant teams to ensure changes are planned and scheduled at the most appropriate time to minimize impact on services.
• Ensure the change schedule is communicated clearly to all relevant stakeholders, including business users, technical teams, and support staff.
• Monitor and maintain the change calendar to avoid conflicting changes.

Change Communication and Coordination:

• Ensure effective communication across the organization regarding upcoming changes, potential risks, and service impacts.
• Coordinate the execution of changes with different teams (e.g., development, operations, network, etc.) to ensure smooth implementation.
• Keep business and IT stakeholders informed of progress, including any delays or issues that arise.

Risk and Impact Assessment:

• Collaborate with stakeholders to assess potential risks associated with changes and create contingency or rollback plans if necessary.

Post-Change Review and Reporting:

• Document and report on change outcomes, including any problems, delays, or challenges encountered during the change process.

Change Documentation:

• Ensure that all changes are thoroughly documented, including details of the change request, approval process, implementation steps, and post-change reviews.
• Provide training monthly for the various team as needed.

Continuous Improvement:

• Engage in continuous improvement activities by analyzing trends in changes, identifying opportunities to optimize the process, reduce costs, and enhance service quality.
• Gather lessons learned from successful and unsuccessful changes to improve future change management practices.

Major Incident Management Rotation

• Perform role of Incident Manager in a rotation of several resources.  This is an on-call responsibility for 7 days at a time.

EDUCATION & EXPERIENCE:

• Bilingual (English/Spanish
• Proficient in Microsoft Office Suite applications such as Word, Excel, and PowerPoint
• Associate’s degree or equivalent from a two-year college or technical school preferred
• Strong understanding of ITIL and Change Management processes.
• Excellent communication and interpersonal skills to engage with stakeholders at all levels.
• Problem-solving and critical-thinking abilities to assess risk and plan changes effectively.
• Organizational skills to plan and coordinate multiple changes simultaneously.

• Experience in IT operations, service management, or project management.
• Capable of effectively managing their time, prioritizing tasks, maintaining detailed records, and systematically planning work tasks to ensure timely completion

EZCORP is an Equal Opportunity Employer