It Change Management Analyst

Job Summary

We are looking for an experienced IT Change Management Analyst to support Change Governance for customer-facing digital platforms. The role will be responsible for ensuring IT changes are properly assessed, governed, approved and implemented with minimal business/customer impact.

The ideal candidate should have strong ITIL/ITSM and Change Management experience, with exposure to RFC review, CAB/change governance, risk and impact assessment, stakeholder management and service improvement.

Key Responsibilities

• Manage and govern the end-to-end IT Change Management lifecycle.
• Review Change Requests/RFCs for completeness, risk, impact, implementation and rollback plans.
• Participate in and support Change Review/CAB meetings, particularly for high-risk and business-critical changes.
• Challenge delivery teams where changes do not meet required governance, quality or policy standards.
• Ensure appropriate testing, business approvals and implementation plans are available before change execution.
• Monitor change implementation and conduct Post-Implementation Reviews (PIRs).
• Prepare weekly/monthly Change Governance and KPI reports for management.
• Analyse change trends, failed changes and recurring issues to identify improvement opportunities.
• Support Continual Service Improvement (CSI) and service quality initiatives.
• Collaborate with Application, Infrastructure, Network, Security, Business and Vendor teams.
• Ensure compliance with ITIL/ITSM processes and organizational policies.

Must-Have Skills

• 4 to 8 years of experience in IT Change Management / Change Governance.
• Strong understanding of ITIL and IT Service Management.
• ITIL Foundation certification.
• Hands-on experience with RFC/Change Requests and CAB/Change Review processes.
• Experience in risk and impact assessment of IT changes.
• Knowledge of implementation, testing and rollback/backout procedures.
• Ability to challenge teams and ensure process/policy compliance.
• Strong stakeholder management and communication skills.
• Good analytical and reporting skills with experience working with technical data.
• Experience with ServiceNow or similar ITSM tools.
• Exposure to AI tools for analysis, reporting, automation or decision support is preferred.
• Experience supporting Banking / Financial Services / digital banking platforms is highly preferred.

Good to Have

• Experience with customer-facing Internet/Mobile Banking applications.
• Experience handling high-risk, emergency and business-critical changes.
• Power BI/Excel or similar reporting tools.
• Experience in global stakeholder environments.
• Knowledge of Incident, Problem and Continual Service Improvement processes.