Job SummaryThe Change Management II role independently drives end-to-end execution of the Change Management process for an assigned service area. The role coordinates conflict resolution for overlapping or high-risk changes, applies risk-based prioritization, and uses data insights to refine MoPs and risk-scoring inputs. The role partners across technical teams, requesters, and operational partners to ensure changes deliver intended outcomes with minimal customer impact
Responsibilities- Own end-to-end execution of the Change Management process for an assigned service area, from intake through implementation review.
- Review change records for completeness (MoPs, validators, risk scoring, customer impact); coach requesters on quality gaps.
- Facilitate CAB / TCAB discussions for assigned changes; document decisions and drive follow-through to closure.
- Independently weigh business risk, customer impact, and operational readiness for each change in queue.
- Identify and resolve conflicts between overlapping changes; coordinate cross-team alignment for high-impact windows.
- Apply risk-based prioritization to recommend approval, defer, or reject decisions; surface trade-offs explicitly.
- Use data insights from change outcomes to refine MoP templates, validation criteria, and risk-scoring inputs.
- Identify recurring change failure patterns within assigned scope; partner with Problem Management to drive corrective action.
- Maintain process metrics for assigned scope (change success %, change rework %, CAB cycle time).
- Facilitate cross-team conversations on change risk, options, and recommendations.
- Communicate trade-offs (speed vs. risk vs. customer experience) clearly to peers, requesters, and stakeholders.
- Write clear technical and process documentation that informs cross-functional audiences.
- Train requesters and approvers on Change Management process steps, documentation standards, and risk practices for assigned scope.
- Remove process blockers (unclear ownership, missing escalation paths) for assigned scope; escalate systemic issues.
- Validate AI-suggested actions (e.g., risk scoring, change classification) for correctness before action; tune thresholds with Lead/Manager.
Qualifications- Bachelor's degree in IT, Computer Science, Business Operations, or equivalent work experience.
- 5+ years in IT Service Management, with at least 2 years dedicated to Change Management process work in a complex production environment.
- Demonstrated experience facilitating CAB or equivalent governance forums; documenting decisions and driving follow-through.
Certifications
- Required: ITIL Foundation v3 or v4.
- Preferred: ITIL Practitioner or ITIL Specialist - Create, Deliver & Support.
Technical / Functional Skills
- Strong working knowledge of an enterprise ITSM platform (ServiceNow, BMC Helix, or equivalent), particularly the Change module.
- Proficiency in dashboards/reports (ServiceNow Performance Analytics, Tableau, Power BI, or equivalent) for change KPIs.
- Demonstrated ability to assess Risk in a technical environment (systems, applications, change overlap).
- Demonstrated ability to drive complex change reviews and apply 5 Whys for early-stage RCA.
- Strong written communication; ability to write clear MoPs, runbooks, and stakeholder updates.
Preferred Qualifications
- Experience working in a telecommunications, cable, or service provider environment.
- Familiarity with CMDB hygiene and CI lifecycle practices.
- Experience tuning AI-assisted tools for risk scoring or routing in an ITSM context.
- Exposure to Problem Management and the Change-to-Problem feedback loop.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $100,246.00 - 164,689.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
