Position Purpose
To ensure standardized methods, controls, and governance requirements are consistently applied throughout the lifecycle of IT changes. Perform quality assurance reviews, compliance monitoring, risk assessments, and process governance activities to verify that production changes are properly documented, authorized, tested, and implemented in accordance with Enterprise Technology standards. Support audit readiness, control execution, regulatory compliance, reporting, and continuous process improvement initiatives while helping to reduce operational and service risk. This role partners closely with engineering, operations, security, risk, and governance teams to promote change quality and improve adherence to Enterprise Change Management requirements. This aligns closely with documented Change Manager responsibilities that include assessing changes for risk, readiness, completeness, documentation quality, scheduling appropriateness, and conformity to Change Management requirements.
Key Responsibilities
Conduct quality assurance reviews of change requests to validate completeness, accuracy, testing evidence, risk assessments, implementation plans, rollback procedures, and required approvals.
Monitor compliance with Enterprise Change Management standards, procedures, controls, and governance requirements.
Perform change record inspections and identify non-compliant or high-risk activity requiring remediation or escalation.
Investigate change process exceptions, policy violations, unauthorized production activity, and control failures.
Analyze change performance metrics, trends, success rates, policy exceptions, and operational risk indicators.
Produce compliance reporting, management dashboards, control evidence, and audit documentation.
Support internal and external audits by gathering evidence, documenting controls, and responding to audit inquiries.
Validate adherence to regulatory, security, risk management, and operational requirements related to technology changes.
Identify process improvement opportunities and support automation initiatives that improve change quality and compliance monitoring.
Assist with implementation and maintenance of automated controls, compliance metrics, reporting solutions, and governance processes.
Partner with technical teams, service owners, and product teams to improve change quality and reduce operational risk.
Participate in governance forums including CAB, TCAB, and compliance reviews as required.
Support development and maintenance of change management procedures, standards, job aids, and training materials.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Business, or related field, or equivalent combination of education, training, and experience.
Working knowledge of Change Management, ITIL, governance, compliance, risk management, audit practices, and operational controls.
Experience reviewing technical documentation, change records, implementation plans, and operational procedures for completeness and compliance.
Experience supporting audit, regulatory, risk management, or compliance initiatives within a technology organization.
Experience analyzing data, identifying trends, and producing management reporting and metrics.
Experience working within an enterprise IT organization, preferably in a regulated or financial services environment.
Experience working with IT engineering, infrastructure, security, operations, and software development teams.
Experience using ServiceNow or similar IT Service Management platforms.
Strong analytical, investigative, problem-solving, and critical thinking skills.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Effective verbal and written communication skills.
Effective relationship management skills across technical and non-technical stakeholders.
Ability to work independently with minimal supervision.
Preferred Qualifications
Experience performing control monitoring, quality assurance reviews, or compliance testing.
Experience supporting SOX, NCUA, FFIEC, internal audit, risk management, or regulatory compliance activities.
Experience developing automated reporting, dashboards, or compliance monitoring solutions.
Familiarity with ServiceNow reporting, workflow automation, and ITSM processes.
Knowledge of Change Management controls, risk frameworks, and operational governance practices.
ITIL Foundation, CRISC, CISA, CGRC, GRCP, Security+, or similar certification preferred.
