Execute day‑to‑day Change Operations ensuring consistent governance and audit readiness
Prepare, coordinate, and run ECABs for major and high‑risk changes; validate risk, mitigation, rollback plans, and SME technical sign‑off
Maintain centralized Change documentation, including workflows, RACIs, playbooks, and pre‑approved change criteria
Govern pre‑approved change templates, enforcing eligibility, access controls, and periodic validation
Coordinate federated releases across LOBs; identify, track, and manage cross‑LOB dependencies
Ensure all change and release activity is accurately recorded and traceable in ServiceNow
Perform change recertification, data quality checks, and compliance validations
Produce operational dashboards and summaries covering change risk, readiness, non‑compliance, and KPIs
Support automation and GenAI initiatives to reduce manual effort, improve data quality, and enhance leadership visibility

ITIL® Foundation or higher (ITIL 4 preferred)
Familiarity with ITIL‑aligned Change and Release Management practices
Experience supporting regulated or audit‑sensitive environments
ServiceNow certification (e.g., CSA or ITSM implementation experience)
Experience supporting or running ECABs for complex or high‑risk changes
Ability to assess and validate change risk, mitigation, and contingency plans with technical SMEs
Experience coordinating releases and dependencies across multiple teams or LOBs
Strong operational documentation and communication skills
Experience applying automation and/or GenAI to IT operations or ITSM processes
Comfortable working in a fast‑paced, high‑visibility, global operations environment
Willingness to work rotational shifts to support follow‑the‑sun coverage

IT Change & Release Management Operations Analyst

Key skills