Sr Change Management Analyst

Job Summary

The Senior Change Management Analyst is an experienced individual contributor responsible for supporting ITIL-aligned IT change management. Reporting to the Change Manager, the role reviews and coordinates Requests for Change (RFCs), prepares CAB materials, maintains the change calendar, validates implementation readiness, supports stakeholder communications, monitors outcomes, and recommends continual improvements. The role does not own enterprise change policy, manage people, or serve as final approver for high-risk changes unless formally delegated.

Responsibilities

• Support consistent, ITIL-aligned execution of the change process under direction of the Change Manager.
• Review RFCs for completeness, risk, impact, approvals, testing evidence, implementation steps, validation criteria, communications, and rollback planning.
• Coordinate with change owners, technical teams, service owners, release teams, incident management, vendors.
• Maintain accurate change records, calendar entries, meeting notes, decision logs, and audit-ready evidence. Escalate scheduling conflicts, readiness gaps, policy exceptions, high-risk changes, and change-related incidents.

Change Governance and RFC Quality

• Apply approved change policies, procedures, templates, workflows, risk models, and approval paths in daily change activities.
• Review RFCs for business justification, scope, affected services, dependencies, outage needs, approvals, implementation, validation, and backout plans.
• Return incomplete or unclear records to change owners and document required corrections according to process guidelines.
• Verify correct classification and routing for standard, normal, emergency, expedited, major, minor, vendor release-related, infrastructure, application, cloud, security, and vendor-driven changes.

CAB and Change Meeting Support

• Prepare CAB agendas, change summaries, risk highlights, schedule views, meeting materials, and decision documentation.
• Assist the Change Manager with facilitation, timekeeping, risk callouts, notes, follow-up tracking, deferrals, approvals, and action items.
• Escalate high-risk, high-impact, conflicting, business-critical, or poorly documented changes before CAB review.

Risk, Impact, and Readiness Assessment

• Evaluate readiness based on service impact, technical complexity, outage duration, customer impact, security exposure, data sensitivity, dependencies, and rollback feasibility.
• Constructively challenge weak implementation plans, inadequate testing evidence, incomplete dependency analysis, missing communications, or unrealistic rollback steps.
• Escalate unresolved concerns, policy exceptions, and changes requiring additional review by service owners, cybersecurity, compliance, release management, or business stakeholders.

Calendar, Scheduling, and Communications

• Maintain the enterprise change calendar and monitor maintenance windows, blackout periods, and resource constraints.
• Identify collisions, overlapping outages, resource conflicts, and competing implementation windows; coordinate schedule alignment with release, project, application, infrastructure, cloud, security, vendor, and operations teams.
• Draft and distribute approved communications; ensure service desk and support teams understand outage windows, expected symptoms, business impact, workarounds, and escalation contacts.

Emergency Change, PIR, Metrics, and Tooling

• Support emergency changes by verifying urgency, risk, approvals, implementation details, validation, communications, and after-the-fact documentation.
• Support post-implementation reviews for failed, backed-out, emergency, high-risk, major, or incident-causing changes; document lessons learned, corrective actions, owners, due dates, and follow-up status.
• Prepare dashboards, trend summaries, audit evidence, and KPI reporting for success rate, failed changes, emergency volume, unauthorized changes, change-related incidents, approval cycle time, standard adoption, and CAB action closure.
• Use ServiceNow, Jira Service Management, or similar ITSM tools to review, route, schedule, document, report, and audit changes; recommend workflow, notification, dashboard, template, and automation improvements.

Required Qualifications

• Bachelor s degree in information technology, Computer Science, MIS, or equivalent professional experience.
• 5 or more years in IT service management, IT operations, infrastructure support, application support, release management, project coordination, or production support.
• 3 or more years of hands-on experience supporting an enterprise IT change management process.
• Current ITIL certification required, preferably ITIL 4 Foundation or higher.