IT Change & Release Management Operations Analyst

The Hartford • Hartford, CT

8d • $72,000 - $108,000 • Hybrid

About The Position

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. The IT Change & Release Management Operations Analyst provides 24x7 operational support for enterprise Change and Release Management. The role focuses on execution discipline, ECAB readiness, ServiceNow Change integrity, and cross‑LOB coordination to modernize Change Operations through automation and GenAI‑enabled insights. This is a hands‑on operational role critical to maintaining service stability during global change and release windows.

Requirements

• ITIL® Foundation or higher (ITIL 4 preferred)
• Familiarity with ITIL‑aligned Change and Release Management practices
• Experience supporting regulated or audit‑sensitive environments
• ServiceNow certification (e.g., CSA or ITSM implementation experience)
• Experience supporting or running ECABs for complex or high‑risk changes
• Ability to assess and validate change risk, mitigation, and contingency plans with technical SMEs
• Experience coordinating releases and dependencies across multiple teams or LOBs
• Strong operational documentation and communication skills
• Experience applying automation and/or GenAI to IT operations or ITSM processes
• Comfortable working in a fast‑paced, high‑visibility, global operations environment
• Willingness to work rotational shifts to support follow‑the‑sun coverage
• Candidates must be authorized to work in the US without company sponsorship.
• The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

Responsibilities

• Execute day‑to‑day Change Operations ensuring consistent governance and audit readiness
• Prepare, coordinate, and run ECABs for major and high-risk changes; validate risk, mitigation, rollback plans, and SME technical sign‑off
• Maintain centralized Change documentation, including workflows, RACIs, playbooks, and pre‑approved change criteria
• Govern pre-approved change templates, enforcing eligibility, access controls, and periodic validation
• Coordinate federated releases across LOBs; identify, track, and manage cross‑LOB dependencies
• Ensure all change and release activity is accurately recorded and traceable in ServiceNow
• Perform change recertification, data quality checks, and compliance validations
• Produce operational dashboards and summaries covering change risk, readiness, non‑compliance, and KPIs
• Support automation and GenAI initiatives to reduce manual effort, improve data quality, and enhance leadership visibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees