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Senior Technical Specialist

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Date: Jan 2, 2019

Location: Orlando, FL, US, 32819

Company: Houghton Mifflin Harcourt

The Organization


Houghton Mifflin Harcourt is a global learning company with the mission of changing people's lives by fostering passionate, curious learners. Among the world's largest providers of pre-K-12 education solutions, HMH combines cutting-edge research, editorial excellence and technological innovation to improve teaching and learning environments and solve complex literacy and education challenges. HMH's interactive, results-driven education solutions are utilized by 50 million students in over 150 countries, and its renowned and awarded novels, non-fiction, children's books and reference works are enjoyed by readers throughout the world. For more information, visit


The Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges.  Our professionals will have business relevant skills to connect our HMH partners to technologies that propel the businesses to deliver the greatest value for HMH and our customers.  We are building a team of IT professionals with an insatiable appetite to learn, a relentless focus on customer service, a technological curiosity toward future possibilities, and a creativity in solving business challenges with leading technologies.  Our team will find ways to work together, create a sense of community where it’s safe to take risks and learn together, develop our careers, and all have an opportunity to work on new technologies.  We will work together, learn together and have fun together. As a team, we will lead HMH’s digital transformation.


External Job Title – Sr Technical Specialist

The Senior Technical Analyst is a unique combination of Change, Major Incident and Release Management roles responsible for ensuring that standardized methods and procedures are used for efficient and prompt handling of all technology changes, in order to minimize the impact of Change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization. This role must develop detailed knowledge of the potential effects of changes to both directly affected and indirectly affected configuration items, as well as a general knowledge of the business services that they support.

Duties & Responsibilities include:

Works with change requestors, approvers and implementers to foster understanding of the change process and compliance to the change policy.

Acts as an agent for organizational change through the continued implementation of the Change Management processes. Assist with the execution and management of the ITIL Change and Major Incident Management process for the enterprise Collaborate with stakeholders to ensure their solutions are properly built, tested and approved prior to being deployed.

Collaborate with stakeholders to ensure that application service and business owners are routinely reviewed and updated.

Ensure that change resources (requestors, service owners, business owners, etc.,) understand the process and execute it proficiently. Execute emergency changes and escalations in alignment with Emergency Escalation Policies.

Developing, maintaining, and communicating release and change schedules

Ensure internal processes, procedures, tools and infrastructure are documented, maintained with accuracy, and adhered (for knowledge management).

Ensure that Configuration Items affected by any change is updated in the proper Configuration Management Database.

Assist project managers, training department, or other internal resources in helping the change gain acceptance by all stakeholders. Work with all external service providers to integrate change and major incident management processes in to a seamless workflow across the enterprise.

Provide the central point of communication for integrating change throughout the company.

Provide post-mortem review of change implementation results to ensure correct alignment of actual vs. anticipated/projected results. Work with internal and external auditors to coordinate annual change control audit for SOX and internal controls.

Review and evaluate the Change and Major Incident processes, make recommendations for continuous process improvement. Provide training and job aids where required for areas of responsibility.

Ensure that Change, Major Incidnet and Release Management functions, systems, services and on-going procedures conform to the requirements of the Legal, Audit and Compliance departments and external regulatory bodies as require.


Desired Skills and Experience:

Must Haves:

3+ years’ experience in an IT related field.

2+ years in working with ITIL Change and Major Incident Management processes. Willing to work in a regular on-call rotation for a 24x7 production environment.

Strong leadership skills with the ability manage and coordinate a matrix team comprised of rotation resources from multiple service providers (internal and external) across the globe.

Skilled in Microsoft applications software (Word, Excel, PowerPoint, Outlook, etc). Fundamental computer networking skills sufficient for troubleshooting.

Excellent written and oral communication skills; calm, polite, and professional. Must display drive, enthusiasm and attention to detail.

Take personal ownership to deliver customer satisfaction.

Respect and work effectively with diverse people, perspectives and ideas.

Knowledge and practical experience with service management tools; Nimsoft preferred. Ability to multi-task and work under tight deadlines.

Demonstrated leadership to raise process awareness and issues to executive leadership, engage leaders and stakeholders in understanding their roles in delivering enterprise Change, Configuration and Release Management processes.


Desired Skills (Nice to Have in addition to the Required Skills)

Bachelor of Science in Computer Science (preferred) or equivalent experience.

Knowledge of Information Technology Infrastructure Library (ITIL) best practices processes. ITIL V3 or higher Foundation Certification.

Experience of working in a busy and challenging IT organization. Background in working with outsourced arrangements.

Experience using code control tools, such as Subversion.

Experience and skills in quality management methodologies and processes.

Experience with ServiceNow


Physical Requirements:

Might be in a stationary position for a considerable time (sitting and/or standing)

The person in this position needs to move about inside office to access file cabinets, office machinery, etc.

Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer

Must be able to collaborate with colleagues via face to face, conference calls, and online meetings




Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit  

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

Nearest Major Market: Orlando

Job Segment: Business Process, Change Management, Publishing, Education, Management