ITSM Change Management Analyst / Technical Change Analyst

We are seeking an experienced ITSM Change Management Analyst to support enterprise IT change management processes in a regulated environment. The role focuses on managing the full lifecycle of technical changes, ensuring compliance with organizational policies, regulatory standards, and ITIL best practices. The ideal candidate will work closely with IT, security, compliance, and business teams to ensure changes are properly assessed, approved, documented, and audit-ready.

Key Responsibilities

Technical Change Management

• Support the full lifecycle of technical changes from initiation through closure.

• Review, validate, and maintain change records including implementation plans, rollback plans, and risk assessments.

• Classify changes as Standard, Normal, or Emergency in alignment with ITIL practices.

• Analyze change requests for accuracy, completeness, risk, and compliance alignment.

• Ensure all required approvals and validations are completed before change implementation.

Compliance & Governance

• Ensure all technology changes comply with organizational policies and regulatory frameworks such as SOX, ISO 27001, HIPAA, NERC CIP, or similar.

• Maintain audit-ready documentation, approvals, evidence, and implementation records.

• Assist in audit preparation and respond to compliance inquiries related to change management.

• Identify non-compliant changes and support corrective actions.

CAB & Stakeholder Coordination

• Assist in preparing and supporting Change Advisory Board (CAB) meetings.

• Present change summaries, risks, dependencies, and compliance impacts.

• Collaborate with infrastructure, application, cloud, and security teams to validate feasibility and readiness.

• Escalate risks, issues, or gaps as needed.

Documentation & Reporting

• Maintain accurate and complete documentation in ITSM systems of record.

• Generate change management metrics, compliance dashboards, and operational reports.

• Track change success rates, emergency changes, and compliance indicators.

Process Improvement & Risk Management

• Support root cause analysis for failed or non-compliant changes.

• Identify gaps or inefficiencies in change management processes.

• Recommend and support continual process improvement initiatives.

• Manage multiple concurrent change requests while maintaining compliance standards.

Required Skills & Qualifications

Core Skills

• Strong understanding of IT Service Management (ITSM) and Change Management principles.

• Hands-on experience with ServiceNow, Remedy, Cherwell, or Jira Service Management.

• Experience with Incident, Problem, and Change Management processes.

• Knowledge of ITIL v3 / ITIL v4 practices.

• Strong risk and impact assessment skills.

• Excellent documentation and audit-readiness skills.

Technical Knowledge

• Understanding of IT infrastructure components including:

  • Servers, applications, databases

  • Networks and integrations

  • Cloud platforms (Azure / AWS / Google Cloud Platform – any)

• Ability to interpret technical change requirements and translate them into compliant change records.

Compliance & Governance

• Working knowledge of compliance frameworks such as:

  • SOX

  • ISO 27001

  • HIPAA

  • NERC CIP

• Ability to apply compliance policies to technology change workflows.

Soft Skills

• Strong written and verbal communication skills.

• Ability to work cross-functionally with IT, security, compliance, and business teams.

• Strong analytical and problem-solving skills with attention to detail.

• Ability to prioritize tasks in a fast-paced, regulated environment.

Preferred Qualifications

• ITIL Certification (Foundation or higher)

• Compliance certifications such as CISM, CRISC, or similar

• Experience supporting enterprise or regulated environments