Lead Change, Release and Deployment Analyst
About The Position
The Change Enablement Lead is a senior individual contributor responsible for the daily execution, consistency, and quality of the enterprise Change Enablement process. The role provides operational direction to Change Managers, oversees assigned work and service levels, conducts complex change reviews, and serves as an escalation point for questions involving policy, risk, implementation readiness, and governance requirements. The role requires strong knowledge of Change Enablement practices and ServiceNow. It translates leadership direction into consistent daily execution, strengthens team capability through coaching and knowledge sharing, and provides management with visibility into workload, quality, risks, and operational concerns. The position also supports Change Enablement initiatives and process improvements, maintains governance evidence, and performs other duties as assigned while complying with all policies and standards.
Requirements
- Bachelor’s degree in a quantitative or business field, such as statistics, mathematics, engineering, or computer science, and 5–7 years of related experience; or equivalent experience demonstrated through applicable knowledge, duties, scope, and skills.
- ITIL 4 Foundation certification.
- At least 6 years of IT Service Management experience.
- At least 3 years performing change management reviews in a large enterprise environment.
- Experience with Change Enablement practices, including risk assessment, implementation readiness, scheduling, and change types.
- ServiceNow Change Management experience, including reviewing change records and using reports or dashboards to monitor work.
- Experience with Incident and Problem Management, including identifying change-related incidents.
- Experience coaching, training, or providing day-to-day direction to peers or team members.
Nice To Haves
- ITIL 4 Specialist certification or equivalent advanced ITSM credential.
- Familiarity with DevOps or CI/CD practices and automated change approval.
- Prior experience as a team lead, senior change analyst, or senior change manager.
- Experience supporting audit, risk, or compliance requirements in a regulated industry.
- Experience developing job aids, procedures, or training materials.
Responsibilities
- Provide daily operational leadership for Change Enablement review queues, coordinate work assignments, and adjust priorities according to operational needs and leadership direction.
- Monitor workload, aging, service levels, deadlines, and coverage using ServiceNow data, and provide continuity during increased workload or team-member absences.
- Review complex or escalated production changes for completeness, risk, business and service impact, implementation readiness, scheduling conflicts, dependencies, validation, and recovery planning.
- Verify that change records comply with Change Enablement policies, controls, and governance requirements for Normal, Standard, Expedited, and Emergency Changes, including maintenance windows, change freezes, heightened-awareness periods, and lead times.
- Work with change owners and technical teams to resolve incomplete or inconsistent information and confirm implementation, testing, validation, communication, and recovery plans are documented before implementation.
- Serve as an escalation point for Change Managers on complex reviews, policy interpretation, and stakeholder questions, providing accurate and consistent process guidance.
- Escalate policy decisions or exceptions and unresolved readiness, compliance, stakeholder, or operational concerns to management.
- Provide day-to-day coaching, training, and knowledge support to Change Managers, and support onboarding, development, and cross-training.
- Perform quality reviews of completed work to identify errors, inconsistencies, coaching needs, and opportunities to improve review accuracy.
- Develop and maintain job aids, operating procedures, training materials, and knowledge resources.
- Coordinate post-implementation reviews for failed, backed-out, unauthorized, and incident-causing changes, and track corrective actions to closure.
- Partner with Major Incident and Problem Management to identify changes linked to incidents and support root cause analysis.
- Provide management with regular updates on completed work, outstanding items, risks, escalations, capacity concerns, and emerging trends.
- Maintain review documentation and governance evidence for reporting, audit, risk, and compliance requirements.
- Lead or support assigned Change Enablement initiatives and process improvements.
- Perform other duties as assigned.
- Comply with all policies and standards.
Benefits
- Comprehensive benefits package
- Competitive pay
- Health insurance
- 401K plan
- Stock purchase plans
- Tuition reimbursement
- Paid time off
- Holidays
- Flexible approach to work with remote, hybrid, field, or office work schedules
- Additional forms of incentives may be included in total compensation, subject to program eligibility.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
