IT Solution Analyst

This role combines Service Availability Management, Organizational Change Management, Major Incident Management, and Continuous Improvement practices to minimize service disruptions, improve employee adoption of change, and deliver sustainable business outcomes. The Service Availability & Change Management Lead is responsible for ensuring the reliability, availability, resilience, and successful adoption of critical business and technology services across Xcel Energy.

JOB DESCRIPTION
Hybrid in any XE territory.
There are 3 available shifts to cover 24/7 operations
Shift 5 - Wed-Sat: 6:00 AM-4:00 PM (Sunday, Monday, Tuesday off)
Shift 6 - Wed-Sat: 2:00 PM-12:00 AM (Sunday, Monday, Tuesday off)
Shift 8 - Mon-Thu: 8:00 AM-6:00 PM (Friday, Saturday, Sunday off)
***Despite which shift you choose, you may still be required to cover those on other shifts***

Service Availability & Change Management Lead
Position Summary
The Service Availability & Change Management Lead is responsible for ensuring the reliability, availability, resilience, and successful adoption of critical business and technology services across Xcel Energy. This role combines Service Availability Management, Organizational Change Management, Major Incident Management, and Continuous Improvement practices to minimize service disruptions, improve employee adoption of change, and deliver sustainable business outcomes. The position serves as a trusted advisor to business and technology leaders, ensuring operational excellence while enabling successful transformation initiatives.
Key Responsibilities
Service Availability & Reliability
Lead enterprise Service Availability Management practices and ensure critical services meet availability, reliability, and performance targets.
Monitor service health, trends, risks, and recurring issues through proactive event and performance monitoring.
Drive Major Incident, Problem Management, Root Cause Analysis (RCA), and service restoration activities.
Coordinate disaster recovery, resiliency planning, and business continuity readiness efforts.
Change Management & Adoption
Lead organizational change activities supporting Network technology, operational, process, and business transformation initiatives.
Develop stakeholder engagement, communication, training, and adoption strategies to ensure successful implementation of change.
Conduct change impact assessments and readiness evaluations across business units.
Measure adoption, utilization, and business outcomes to ensure sustained value realization.
Governance & Continuous Improvement
Define and maintain service and change management standards, policies, and governance practices.
Lead service reviews and continuous improvement initiatives to improve customer experience and operational performance.
Provide executive reporting on service reliability, operational risk, availability metrics, and change adoption outcomes
Stakeholder Engagement
The Service Availability & Change Management Lead regularly collaborates with:
Executive Leadership Team
IT Infrastructure & Operations
Network Operations Center (NOC)
Cybersecurity Teams
Enterprise Architecture
Application Support & Development Teams
Telecommunications Engineering
Operational Technology (OT) Teams
PMO and Program Managers
Business Unit Leaders
Training & Communications Teams
Vendor and Managed Service Providers
Regulatory & Compliance Teams
Business Continuity and Disaster Recovery Teams
Tools & Technologies
IT Service Management
ServiceNow
Jira
Remedy (preferred/legacy environments)
ITIL Framework
Monitoring & Event Management
Spectrum
SolarWinds
Splunk
Dynatrace
AppDynamics
LogicMonitor
ThousandEyes
Collaboration & Reporting
Microsoft 365
Microsoft Teams
SharePoint
Power BI
Visio
Excel
PowerPoint
Change Management
Prosci Methodology
ADKAR Framework
Change Impact Assessment Tools
Stakeholder Analysis Tools
Communication and Training Platforms
Infrastructure & Operations
Cisco Networking
Fortinet
Check Point
Cloud Platforms (Azure/AWS)
SCADA / Operational Technology Environments
Disaster Recovery & Business Continuity Platforms
Qualifications
Bachelor's degree in Information Technology, Engineering, Business Administration, Organizational Development, or related field.
7+ years of experience in Service Management, IT Operations, Organizational Change Management, or Business Transformation.
Experience leading enterprise-wide operational and technology initiatives.
Strong knowledge of ITIL, Service Availability, Incident, Problem, and Change Management practices.
Excellent leadership, communication, stakeholder management, and analytical skills.
Core Competencies
Service Availability Management
Organizational Change Management
Stakeholder Engagement
Executive Communications
Major Incident Management
Problem Management
Root Cause Analysis
Business Transformation
Training & Adoption
Continuous Improvement
Vendor Management
Risk & Compliance Management
Strategic Leadership
Success Measures
Achievement of service availability and reliability targets.
Reduction in recurring incidents and service disruptions.
Successful adoption of business and technology changes.
Improved stakeholder satisfaction and customer experience.
Strong executive visibility through meaningful operational and adoption reporting.
Delivery of sustainable business outcomes through proactive service and change management.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.