Role Summary
The IT Change Analyst is responsible for governing, coordinating, and continuously improving the IT Change Management process to ensure changes to IT systems and services are delivered with minimal risk and disruption. This role works closely with infrastructure, application, security, and business stakeholders to ensure changes are properly assessed, approved, implemented, and reviewed in line with ITIL standards.
Key Responsibilities
Change Management Governance:
- Own and manage the end-to-end IT Change Management process in accordance with ITIL best practices
- Ensure all changes (standard, normal, and emergency) are properly logged, assessed, approved, implemented, and reviewed
- Enforce compliance with organizational policies, regulatory requirements, and audit standards
Change Advisory Board (CAB):
- Plan, coordinate, and facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings
- Prepare change schedules, impact assessments, and risk evaluations for CAB review
- Ensure timely decision-making and clear communication of approvals or rejections
Risk & Impact Management:
- Assess technical, business, and operational risks associated with proposed changes
- Identify potential service impacts, dependencies, and rollback plans
Stakeholder Coordination:
- Proven ability to manage stakeholders and coordinate across multiple teams and departments.
- Act as the central point of contact for change-related communications
- Collaborate with application teams, infrastructure teams, vendors, and business owners
- Ensure change schedules are communicated clearly to all affected stakeholders
Change Quality & Continuous Improvement:
- Monitor change success rates, failures, and emergency changes
- Conduct Post-Implementation Reviews (PIR) and drive corrective actions
- Analyze change trends and recommend process improvements
- Maintain accurate change documentation and reporting
Tools & Reporting:
- Manage change records using ITSM tools (e.g., ServiceNow)
- Produce regular reports and KPIs such as change success rate, failed changes, and unauthorized changes
- Support audits by providing evidence and documentation related to change activities
Required Skills & Qualifications
Technical & Process Knowledge:
- Strong understanding of ITIL Change Management processes
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)
- Good understanding of IT infrastructure, applications, cloud platforms, and security concepts
- Familiarity with network and cloud technologies (AWS, Azure), including Linux, Wintel and VMware
Experience:
- 37 years of experience in IT Service Management, with hands-on Change Management experience
- Experience working in enterprise, regulated, or 24x7 operational environments preferred
Certifications (Preferred):
- ITIL Foundation or higher
- Additional certifications in ITSM, Project Management, or Cloud are an advantage
