About this role
Accountabilities
- Manage and coordinate Standard, Normal, and Emergency Changes across the IT environment.
- Review Change Requests for completeness, business and technical impact, risk, implementation plans, and rollback procedures.
- Coordinate Change Advisory Board (CAB) meetings and facilitate the required reviews and approvals.
- Schedule approved changes appropriately, identifying potential conflicts and minimizing disruption to business operations.
- Monitor change implementation to ensure activities remain aligned with approved plans, timelines, and governance requirements.
- Coordinate closely with Service Desk, Infrastructure, Applications, Network, Security, and other IT teams throughout the change lifecycle.
- Track failed, rejected, unauthorized, and emergency changes and coordinate corrective and preventive actions.
- Maintain accurate change records, approvals, implementation details, and supporting documentation within the IT service management system.
- Conduct Post Implementation Reviews for failed, unsuccessful, or high-risk changes and document lessons learned.
- Monitor and report Change Management KPIs, including change success rates, failure rates, emergency changes, and unauthorized changes.
- Identify opportunities to improve Change Management processes, governance, efficiency, and automation.
- Ensure change activities comply with ITIL practices, internal policies, controls, and applicable audit requirements.
- Support major incident response when emergency changes are required to restore services quickly and safely.
- Contribute to ongoing improvements in IT service management processes and operational reliability.
Requirements
- Strong knowledge of ITIL and IT Service Management principles and practices.
- Hands-on experience with ServiceNow Change Management or a comparable ITSM platform.
- Working knowledge of Incident, Problem, and Change Management processes and their interdependencies.
- Demonstrated ability to assess operational and technical risks, business impact, implementation plans, and rollback strategies.
- Experience coordinating CAB meetings, change approvals, schedules, and stakeholder communications.
- Strong stakeholder management and cross-functional coordination skills.
- Experience monitoring, analyzing, and reporting operational KPIs and Change Management metrics.
- Excellent written and verbal communication skills, with the ability to coordinate effectively across technical and business teams.
- Strong organizational skills and attention to detail, particularly when managing multiple concurrent changes and deadlines.
- Ability to remain composed and make sound decisions when handling urgent or emergency changes.
- Ability to identify process improvement and automation opportunities within IT service management.
- Candidates whose responsibilities involve access to export-controlled commodities or technology must be eligible for any required U.S. government authorizations.
Benefits
- Work arrangement: Full-time, fully remote position based in the United States.
- Opportunity to work across a broad IT environment involving infrastructure, applications, networking, security, and service desk operations.
- Exposure to enterprise ITIL practices, ServiceNow Change Management, governance, risk management, and automation.
- Opportunity to contribute directly to service reliability, operational continuity, and process improvement.
- Cross-functional environment with extensive collaboration across technical and business stakeholders.
- Opportunities to strengthen expertise in Change Management, ITSM governance, KPI analysis, and continuous improvement.
- Equal opportunity workplace committed to an inclusive environment and reasonable accommodations for qualified applicants.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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