Job Summary

Change Manager

• The Change Management Analyst (L1) provides operational support for the Change Management process and assists in ensuring that changes are logged, tracked, reviewed, and processed in accordance with defined procedures and governance standards.
• The role focuses on day-to-day administration, coordination, and monitoring of change records while supporting Change Managers and technical teams in maintaining process compliance. The analyst acts as the first level of support for change-related activities, communications, reporting, and documentation.
• A basic understanding of ITIL Change Management and ServiceNow is required, along with strong organizational and communication skills.

Key Responsibilities

• Review and validate change requests for completeness and adherence to process requirements.
• Support the administration of Standard, Normal, and Emergency Change records.
• Monitor change tickets to ensure required approvals are obtained and implementation timelines are maintained.
• Coordinate change communications and notifications to relevant stakeholders.
• Assist in scheduling changes and identifying potential conflicts or scheduling overlaps.
• Support CAB and E-CAB meetings by preparing agendas, documenting outcomes, and tracking action items.
• Maintain change calendars and blackout window information.
• Monitor change compliance and ensure records are updated with appropriate documentation.
• Generate and distribute routine change management reports and metrics.
• Follow up with implementation teams to ensure post-implementation reviews and closure activities are completed.
• Escalate process exceptions, overdue changes, and compliance concerns to the Change Manager.
• Support process documentation and continuous improvement activities.

Skill Requirements

• ITIL Foundation Certification preferred.
• Basic understanding of ITSM processes, particularly Change Management.
• Familiarity with ServiceNow or similar ITSM tools.
• Good organizational and coordination skills.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced operational environment.
• Basic reporting and analytical skills.
• Proficiency in Microsoft Excel, PowerPoint, and Teams.
• Willingness to learn and develop cross-functional ITSM knowledge.

Other Requirements