Job Description
Responsible for managing and governing the end-to-end IT Change Management lifecycle across enterprise technology environments.
Review, validate, and track Change Requests (CRs) to ensure compliance with established policies, standards, and procedures.
Perform change risk and impact assessments, including technical, operational, business, security, and dependency considerations.
Coordinate CAB (Change Advisory Board) meetings, agendas, approvals, discussions, and follow-up actions.
Ensure changes contain complete implementation, validation, testing, communication, and rollback/backout plans.
Monitor the change calendar and identify scheduling conflicts, dependencies, risks, and potential business impacts.
Manage Normal, Standard, Emergency, and Expedited Changes according to governance requirements.
Partner with application, infrastructure, cloud, network, security, and business teams to facilitate successful change implementation.
Ensure appropriate approvals are obtained before changes are implemented into production environments.
Track failed, unauthorized, delayed, or rolled-back changes and coordinate corrective actions.
Prepare change management dashboards, metrics, KPIs, and governance reports for management and stakeholders.
Monitor change success rate, failure rate, emergency changes, unauthorized changes, and change backlog.
Support ITIL-based Change Management processes and continuously improve governance workflows.
Maintain change management procedures, SOPs, process documentation, and governance guidelines.
Support internal and external audits by maintaining appropriate change records and evidence.
Work with Release, Incident, Problem, Configuration, and Service Management teams to ensure process alignment.
Utilize ServiceNow or other ITSM platforms to manage, monitor, and report on change activities.
Identify process gaps and recommend improvements to increase change quality, compliance, and operational stability.
Communicate change status, risks, approvals, and issues effectively to technical and business stakeholders.
Ensure all production changes are properly documented, authorized, implemented, and closed.
Support continuous improvement initiatives related to Change Management, IT Governance, Risk, and Compliance.
Required Skills
8-10+ years of experience in Change Management, IT Governance, ITSM, or Service Management.
Strong understanding of ITIL Change Management processes.
Hands-on experience with ServiceNow Change Management or similar ITSM tools.
Experience with CAB governance and change approvals.
Strong knowledge of change risk and impact assessment.
Experience with change metrics, dashboards, and management reporting.
Excellent documentation, analytical, communication, and stakeholder-management skills.
Experience working with enterprise IT infrastructure, applications, cloud, or production environments.
Preferred
ITIL Foundation certification
ServiceNow experience/certification
Experience in regulated or highly governed enterprise environments
Knowledge of Release, Incident, Problem, and Configuration Management
Experience with Jira, Confluence, Power BI, Excel, or similar reporting/documentation tools.

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