About the Role
The Change Management Analyst supports the IT organization's enterprise change management program, working closely with the Change Manager to ensure all technology changes are documented, assessed, and executed in a controlled, compliant manner. This role is responsible for day-to-day operation of the ServiceNow Change module, coordination of the weekly Change Advisory Board (CAB), change data reporting and trend analysis, and database maintenance within Microsoft Access. The ideal candidate is detail-oriented, comfortable holding technical teams accountable to process, and able to turn raw change data into insights leadership can act on.
Key Responsibilities
Change Management Support
- Manage the end-to-end lifecycle of Request for Changes (RFC) within ServiceNow, verifying data integrity, oversight of change controls for completeness, and adherence to proper authorization paths (mandatory system of record).
- Convene and lead the weekly Change Advisory Board (CAB) meeting, fostering collaborative discussion between engineering teams and business leaders to evaluate deployment readiness.
- Provide review and approval coverage for emergency changes, including requests submitted on evenings and weekends.
- Collaborate closely with change owners to ensure compliance and CAB readiness.
- Maintain a flexible schedule to manage multiple simultaneous changes while preserving service continuity.
Qualifications
- Undergraduate Degree
- 2โ4 years of experience in IT operations, IT change management, or a related ITSM function.
- ITIL Foundation certification required
- Hands-on proficiency with ServiceNow, including the Change, Incident and Problem Management modules; familiarity with CMDB is a plus.
- Working knowledge of ITIL change management practices and Change Advisory Board processes
- Excellent attention to detail and the confidence to push back on technical teams when documentation is incomplete.
- Strong analytical skills; ability to spot trends data into recommendations.
- Strong written and verbal communication skills, with the ability to coordinate across multiple teams and stakeholders.
Nice to Have Qualifications
- Experience with SQL, relational databases, or reporting pipelines is a plus
- Comfort building reports and dashboards in Power BI
What Success Looks Like
- The Change queue is consistently clean: no abandoned, aged, or incomplete records.
- CAB meetings run smoothly, with all records audit-ready and properly documented ahead of time.
- Leadership has reliable, timely visibility into change volume, risk, and trends.
- Change owners view the analyst as a trusted partner in achieving compliance, not a bottleneck.