Change Management Analyst

Our client is seeking a Change Management Analyst to join their team. The Change Management Analyst supports the IT organization's enterprise change management program, working closely with the Change Manager to ensure all technology changes are documented, assessed, and executed in a controlled, compliant manner. This role is responsible for day-to-day operation of the ServiceNow Change module, coordination of the weekly Change Advisory Board (CAB), change data reporting and trend analysis, and database maintenance within Microsoft Access. The ideal candidate is detail-oriented, comfortable holding technical teams accountable to process, and able to turn raw change data into insights leadership can act on.

Key Responsibilities:

Change Management Support:

• Manage the end-to-end lifecycle of Request for Changes (RFC) within ServiceNow, verifying data integrity, oversight of change controls for completeness, and adherence to proper authorization paths (mandatory system of record).
• Convene and lead the weekly Change Advisory Board (CAB) meeting, fostering collaborative discussion between engineering teams and business leaders to evaluate deployment readiness.
• Provide review and approval coverage for emergency changes, including requests submitted on evenings and weekends.
• Collaborate closely with change owners to ensure compliance and CAB readiness.
• Maintain a flexible schedule to manage multiple simultaneous changes while preserving service continuity.

Queue Management:

• Maintain 6-state compliance (New through Review) on all records in the ServiceNow Change module; ensure no records are left abandoned or aged.
• Review scheduled change records weekly for CAB readiness ahead of each meeting.
• Enforce change record hygiene, including proper documentation, field completeness, and timely closure of all in-flight changes.
• Monitor compliance gaps, flag non-compliant records early, and escalate to the Change Manager as needed.
• Maintain working familiarity with IT business services, including patches, vulnerability updates, releases, and hardware/software changes.

Data & Reporting:

• Assist the Change Manager with preparation and oversight of weekly CAB reports for scheduled changes.
• Conduct trend analysis, including year-to-date comparisons, historical statistics, volume trends, and risk pattern analysis.
• Utilize Excel and ServiceNow reporting tools to build dashboards, generate trend forecasts, and deliver actionable insights on process performance.
• Transform raw ServiceNow data into clear summaries, actionable insights, and recommendations for leadership.
• Support decision-making through structured statistical analysis of change outcomes and risk scoring.

Platform Optimization:

• Gather, document, and validate change module requirements for process improvements in upcoming ServiceNow releases.
• Actively monitor high-volume deployment schedules to identify potential conflicts, minimize operational risk, and prevent service degradation.
• Analyze ServiceNow data to identify issues, anomalies, and process gaps.

Training & Support:

• Serve as the team's subject matter expert, delivering guidance, documentation, and hands-on training to users on governance policies and system functionality.
• Maintain rigorous documentation and high data quality within system records to satisfy internal and external audit requirements.

Qualifications:

• Undergraduate Degree
• 2 4 years of experience in IT operations, IT change management, or related ITSM functions.
• ITIL Foundation certification required.
• Hands-on proficiency with ServiceNow, including the Change, Incident and Problem Management modules; familiarity with CMDB is a plus.
• Working knowledge of ITIL change management practices and Change Advisory Board processes.
• Excellent attention to detail and the confidence to push back on technical teams when documentation is incomplete.
• Strong analytical skills; ability to spot trends and turn data into recommendations.
• Strong written and verbal communication skills, with the ability to coordinate across multiple teams and stakeholders.

Nice to Have Qualifications:

• Experience with SQL, relational databases, or reporting pipelines is a plus.
• Comfort building reports and dashboards in Power BI.

What Success Looks Like:

• The Change queue is consistently clean: no abandoned, aged, or incomplete records.
• CAB meetings run smoothly, with all records audit-ready and properly documented ahead of time.
• Leadership has reliable, timely visibility into change volume, risk, and trends.
• Change owners view the analyst as a trusted partner in achieving compliance, not a bottleneck.

Salary/Rate: $30-$35/HR (depends on experience level). This is a contract position with candidates expected to work 40 hours/ week.

About The Company

Peterson Technology Partners (PTP) is an Equal Opportunity Employer committed to creating a transparent, inclusive, and human-centered hiring experience.

For more than 28 years, PTP has operated as one of the top IT staffing and recruiting firms in the USA built on trust, long-term partnerships, and technical excellence.

Based in the Chicago suburb of Park Ridge, IL, our team of more than 500 employees and consultants is dedicated to:

Helping every client make the best hiring decisions possible

Matching professionals with the right IT jobs and career opportunities

As part of that commitment, we believe in providing clear information about how our hiring technologies work and how your data is used. The following section outlines our AI-assisted interview process and your rights as a candidate.

AI-Assisted Interview Experience (Pete & Gabi Rebecca)

To provide a consistent, fair, and flexible experience for all candidates, we use AI-assisted tools to support parts of the interview process. This includes our proprietary AI platform Pete & Gabi, which includes AI recruiter Rebecca.

These AI hiring tools help us:

• Conduct recorded video interviews
• Transcribe interviews
• Summarize candidate responses
• Generate job-related insights
• Streamline communication and scheduling

Please note that:

The AI does NOT make hiring decisions; all decisions are made by our human recruiters, hiring managers, or client partners.

The AI does not evaluate facial expressions, emotions, or physical traits; it is used only to support fairness, consistency, and efficiency.

If you prefer a non-AI interview format, we will gladly provide an alternative.

Technical or Case Interviews (Role-Dependent):

When applying for certain tech jobs, you may participate in:

• A technical interview
• A coding challenge
• A case study
• A client-specific assessment

We will always explain what to expect in advance so you can prepare with confidence.

Human Review & Selection:

Every candidate's profile including interviews, conversations, and assessments is reviewed by experienced recruiters and hiring leaders.

AI insights may assist with organization and evaluation, but final decisions are always human-driven.

Your Rights as a Candidate:

At PTP, every candidate has the right to:

Request a non-AI interview path

Ask how your data is being used

Request access to transcripts or interview recordings

Request deletion of your AI-recorded interview

Receive clear, timely communication

Our goal is to ensure you feel respected, informed, and supported throughout your experience.

Our Commitment:

For more than 28 years, PTP has focused on putting people first candidates, consultants, employees, and clients.

We're committed to a hiring process that is:

• Transparent
• Compliant
• Equitable
• Powered by innovative technology that enhances not replaces human judgment

Welcome to the future of hiring at Peterson Technology Partners.

We're excited to learn more about you.

Equal Employment Opportunity:

Peterson Technology Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic.