Job Summary

We are seeking a detail-oriented Change Management Analyst to support the enterprise IT Change Management program. This role is responsible for managing the day-to-day operation of the ServiceNow Change Management module, coordinating Change Advisory Board (CAB) activities, monitoring change compliance, performing reporting and trend analysis, and supporting continuous process improvements. The ideal candidate will have experience with ITSM processes, ServiceNow, and ITIL best practices while ensuring technology changes are executed in a controlled and compliant manner.

Key Responsibilities
• Manage the end-to-end lifecycle of Request for Change (RFC) records within the ServiceNow Change Management module.
• Verify data integrity, documentation completeness, and adherence to change approval processes.
• Coordinate and facilitate weekly Change Advisory Board (CAB) meetings.
• Review and provide approval support for emergency changes, including occasional after-hours requests.
• Collaborate with change owners to ensure CAB readiness and process compliance.
• Manage multiple concurrent changes while maintaining service continuity.
• Maintain change records through all lifecycle states and ensure timely closure of completed changes.
• Review scheduled changes to ensure readiness prior to CAB meetings.
• Monitor change records for compliance gaps and escalate issues as appropriate.
• Maintain familiarity with IT business services, including patches, vulnerability updates, software releases, and infrastructure changes.
• Prepare weekly CAB reports and assist with change governance reporting.
• Perform trend analysis, historical reporting, risk analysis, and year-to-date comparisons.
• Develop dashboards and reports using ServiceNow reporting tools and Microsoft Excel.
• Transform change management data into actionable insights and recommendations for leadership.
• Support decision-making through statistical analysis of change outcomes and risk metrics.
• Gather and document requirements for ServiceNow Change Management process improvements.
• Monitor deployment schedules to identify conflicts and minimize operational risk.
• Analyze ServiceNow data to identify anomalies, issues, and process improvement opportunities.
• Provide user guidance, documentation, and training on change management processes and ServiceNow functionality.
• Maintain accurate documentation and high-quality system records to support audit requirements.

Required Qualifications
• Undergraduate degree.
• 2-4 years of experience in IT Operations, IT Change Management, or a related IT Service Management (ITSM) function.
• Hands-on experience with ServiceNow, including Change, Incident, and Problem Management modules.
• Working knowledge of ITIL Change Management practices and Change Advisory Board (CAB) processes.
• Strong attention to detail and ability to ensure documentation accuracy and process compliance.
• Strong analytical skills with the ability to identify trends and develop actionable recommendations.
• Excellent written and verbal communication skills.
• Ability to coordinate effectively with multiple technical teams and business stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to provide occasional after-hours support.

Preferred Qualifications
• Familiarity with the ServiceNow CMDB.
• Experience with SQL, relational databases, or reporting pipelines.
• Experience building reports and dashboards using Power BI.

Certifications
• ITIL Foundation Certification (required).