IT Solution Analyst III

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., 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, * 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.