Change Management Analyst

Role: Change Management Analyst 

Location: Irving, TX 75063 (Onsite)

Contract Length: 6+ Months with possibility of extension

Tax Term: W2

Any Visa Can Work

About the Role

• 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 for 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.

Expectations

• This is a full-time, on-site position based in Irving, TX.
• Occasional after-hours support may be required

Qualifications

• Undergraduate Degree
• 2–4 years of experience in IT operations, IT change management, or a related ITSM function.
• 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 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