Sr Analyst-Change management Process Manager

• Expected Hours: PST hours (AM into Early Afternoon) 
• Team: I&O Technology Support Services - ITSM Team 

Reports To: ITSM/CFS Process Manager & Service Manager 

Role Overview 

The Change Management Process Manager is a leadership role responsible for the governance, execution, and continuous improvement of the Change Management process supporting global, 24/7 IT operations. The role is primarily focused on ensuring that changes are appropriately planned, risk-assessed, approved, scheduled, communicated, implemented, and reviewed with minimal disruption to business services. Serving as the Change Management process owner, this position establishes standards and ensures consistent execution across Infrastructure, Operations, Security, Application, and Platform teams in alignment with ITIL best practices, organizational requirements, and business objectives. The role chairs and governs CAB, PreCAB, and ECAB meetings; reviews change activity for quality, compliance, and approval; manages exceptions and escalations; and partners with Incident, Major Incident, Problem, Release, and ServiceNow platform teams to strengthen cross-process integration. Approximately 20 percent of the role provides backup support and process awareness for Release Management, including release calendar coordination, readiness reviews, lifecycle reporting, and coverage during absences or peak delivery periods. 

Key Responsibilities 

• Own, improve, and govern the Change Management process end to end, ensuring consistency, compliance, and operational discipline across global technology teams. 
• Define, maintain, and enforce change policies, risk models, change types, approval frameworks, lead-time requirements, blackout periods, and emergency change standards. 
• Lead and facilitate CAB, PreCAB, and ECAB meetings, ensuring effective risk assessment, stakeholder participation, decision-making, and documented outcomes. 
• Review changes for completeness, business impact, technical risk, implementation planning, validation, rollback readiness, scheduling conflicts, and appropriate approvals. 
• Monitor and manage the forward schedule of change to reduce collisions, competing activities, resource constraints, and business disruption. 
• Ensure standard, normal, and emergency changes are properly documented, authorized, communicated, implemented, validated, and closed. 
• Monitor change success rates, failed changes, unauthorized changes, emergency change usage, policy exceptions, and change-related incidents. 
• Lead post-implementation reviews for failed, high-risk, emergency, or business-impacting changes and track corrective actions to closure. 
• Define, track, analyze, and report Change Management KPIs, trends, compliance measures, and improvement opportunities to operational and leadership stakeholders. 
• Partner with Incident, Major Incident, Problem, Event, Configuration, and Release Management teams to ensure strong cross-process controls and data alignment. 
• Work with the ServiceNow platform team to enhance Change Management workflows, risk calculations, approvals, automation, dashboards, notifications, and reporting. 
• Lead recurring Change Management training and awareness sessions and maintain current process documentation, standards, procedures, and job aids. 
• Fulfill audit reviews and artifact requirements on a monthly, quarterly, and annual basis, including evidence of approvals, controls, exceptions, and remediation activity. 
• Provide backup Release Management support, including release calendar awareness, readiness review participation, release reporting, and coverage for critical release activities when needed. 

Required Knowledge & Skills 

• Expert-level knowledge of Change Management within ITIL-based IT Service Management frameworks, with working knowledge of Release Management. 
• Strong understanding of risk assessment, impact analysis, change categorization, scheduling, dependency management, approvals, emergency change controls, and governance. 
• Experience working in audit-focused environments and producing control evidence, compliance artifacts, KPIs, and remediation documentation. 
• Hands-on experience with the ServiceNow Change module, including workflows, approvals, risk models, reporting, dashboards, and integrations. 
• Strong facilitation, organization, and stakeholder-management skills, including the ability to lead CAB-focused communications and challenge inadequate change plans. 
• Excellent English communication skills, both written and verbal, suitable for technical teams, business stakeholders, auditors, and leadership. 
• Demonstrated ability to enforce governance while enabling delivery, operational agility, and appropriate risk-based decision-making. 
• Experience working closely with engineering, infrastructure, security, application, platform, and service management teams. 
• Working knowledge of release planning, release calendars, deployment readiness, JIRA environments, and Agile and Waterfall delivery methodologies. 

Qualifications 

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. 
• 6+ years of experience leading global Change Management, with practical exposure to Release Management. 
• 8+ years of experience working with ITIL-based IT Service Management processes. 
• 10+ years of hands-on experience with ServiceNow in an enterprise environment. 
• ITIL v3 or ITIL 4 certification required. 
• 1+ year of experience working within JIRA or equivalent training and practical awareness. 
• Equivalent experience in project delivery, implementation governance, or technology operations. 

Preferred Qualifications & Skills 

• Experience governing change in large-scale, high-availability, or high-frequency delivery environments. 
• Experience using SharePoint for process documentation and knowledge management. 
• Exposure to DevOps, CI/CD pipelines, Agile delivery models, and automated change enablement. 
• Experience establishing maintenance windows, peak-season restrictions, business-critical blackout periods, and related governance controls. 
• Experience driving automation or continuous improvement initiatives within Change Management. 
• Experience developing dashboards and reporting in Grafana, ServiceNow, or Power BI. 
• Experience with software development, Scrum management, Scaled Agile planning, or SAFe.