Change Management Analyst

CommServe Technologies Inc

2d•Hybrid

About The Position

The Change Management Analyst will be responsible for governing, coordinating, and improving the IT Change Management lifecycle in alignment with ITIL best practices. This role plays a critical part in migrating change processes, workflows, and historical data from Jira to ServiceNow, across enterprise IT environments.

Requirements

Minimum 5 years’ experience in IT Change Management within enterprise/MSP environment
Hands-on experience with Jira Service Management / Jira workflows and ServiceNow Change Management module.
Proven involvement in tool migration or transformation projects (Jira → ServiceNow preferred).
Strong understanding of ITIL Change, Incident and Problem Management
Goal-oriented, driven nature to complete an urgent task
Excellent organizational and diplomatic communication skills
Ability to interface with all levels of management
Excellent analytical and problem-solving skills, detail oriented
ITIL certification is required

Responsibilities

Apply a structured methodology and lead change management activities
Assess the change impact and complete change management assessments
Create change management strategy and develop actionable and targeted change management plans
Demonstrated experience in driving, leading, facilitating all investigation activities, conference calls, meetings and providing key stakeholder management
Manage end-to-end Change Management lifecycle including logging, assessment, prioritization, CAB coordination, implementation tracking, and closure.
Ensure compliance with ITIL-aligned change policies, risk controls, and audit requirements.
Facilitate Change Advisory Board (CAB) meetings, document decisions, and track follow-ups.
Monitor change success rate, failed changes, emergency changes, and SLA adherence, providing regular reporting to stakeholders.
Adept at managing people, processes and resources
Experience facilitating CAB meetings and stakeholder governance.
Excellent documentation, reporting, and stakeholder communication skills.
Lead or support migration of change records, workflows, approvals, and configurations from Jira into ServiceNow Change Management module.
Perform data mapping, validation, and reconciliation to ensure integrity of migrated records.
Collaborate with platform, development, and process teams to redesign workflows for ServiceNow best practices rather than lift-and-shift.
Support UAT, defect resolution, and go-live readiness for the new ServiceNow change process.
Develop training materials, SOPs, and knowledge articles for post-migration adoption.
Experience with ServiceNow configuration, workflows, or reporting dashboards.
Exposure to DevOps / CI-CD change integration and automated release governance
Identify opportunities to reduce change failures, improve lead time, and automate approvals using ServiceNow capabilities.
Produce dashboards and executive metrics on change performance, risk exposure, and release readiness.
Partner with Incident, Problem, Release, and DevOps teams to strengthen change quality and service stability.
Strong experience in Service Now
Make recommendations to management regarding process improvements, and concerns.
Support the design, development, delivery, and management of communication