Senior Analyst, IT Change & Configuration Management

Sony Pictures Entertainment•Culver City, CA

About The Position

The Senior Analyst – IT Change & Configuration Management is responsible for the governance, administration, execution, and continual improvement of the organization's IT Change Management and Configuration Management processes. This position oversees and coordinates the end-to-end IT Change Management lifecycle while supporting the integrity, accuracy, completeness, and governance of Configuration Items (CIs) and their relationships within the Configuration Management Database (CMDB). The Senior Analyst will report to the IT Change & Configuration Management Lead and work closely with cross-functional technology teams, including Infrastructure, Applications, Network, Cloud, Database, IT security, Service Desk, Enterprise Architecture and Managed Service Providers (MSPs).

Requirements

Bachelor’s degree in information technology, Computer Science, Information Systems, Engineering, or a related discipline, or an equivalent combination of education and relevant professional experience.
Minimum 3 years of IT Service Management experience, including hands-on responsibility for IT Change Management and CMDB in an enterprise technology environment.
Experience supporting CMDB processes, including CI lifecycle management, CI relationships, reconciliation, certification, data-quality controls, and governance.
Experience using ServiceNow or a comparable enterprise ITSM and CMDB platform.
General understanding of enterprise technology environments, including applications, infrastructure, networking, databases, and cloud services.
Experience developing operational reports, dashboards, KPIs, metrics, and management information used to evaluate process performance and compliance.
Strong analytical, problem-solving, organizational, documentation, and process-management capabilities.
Working knowledge of ITIL Change Enablement and Service Configuration Management.
Demonstrated experience reviewing and governing Change Requests, facilitating CAB processes, and coordinating Post-Implementation Reviews.
Strong interpersonal and stakeholder-management skills, with the ability to work effectively across technical teams, business stakeholders, and external service providers.
Ability to manage multiple priorities, identify operational risks, drive issue resolution, and work effectively within a structured governance environment.
Strong written and verbal communication skills with the ability to communicate technical and process requirements to both technical and non-technical audiences.

Nice To Haves

ITIL 3 or 4 Foundation certification
ServiceNow certification such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or a related ServiceNow credential.
Hands-on experience with ServiceNow CMDB, Discovery and Service Mapping.
Experience supporting technology governance, enterprise risk management, internal or external audit, regulatory compliance, or Sarbanes-Oxley (SOX) control environments.
Familiarity with public cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, or Oracle Cloud Infrastructure (OCI).
Experience working with globally distributed technology organizations, outsourced technology functions, or Managed Service Providers (MSPs).
Experience supporting CMDB maturity initiatives, service mapping programs, ITSM transformations, or process automation initiatives.

Responsibilities

Administer, coordinate, and govern IT Change Management process for standard, normal, and emergency changes with established policies, procedures, and approvals.
Review Change Requests for completeness, accuracy, and compliance, including business justification, implementation plans, testing and validation plans, risk and impact assessments, rollback/back-out procedures, dependencies, and outage requirements.
Evaluate proposed changes for operational, technical, security, business, and service impacts and ensure appropriate risk mitigation measures are documented.
Facilitate and support Change Advisory Board (CAB) meetings, including agendas, review proposed changes, documentation of decisions, approval tracking, and follow-up actions.
Monitor change execution and maintain reporting on successful, failed, backed out, cancelled, emergency, and unauthorized changes.
Coordinate and document Post-Implementation Reviews (PIRs) for significant, unsuccessful, high-risk, emergency, or business-impacting changes and ensure corrective and preventive actions are appropriately tracked to completion.
Identify recurring change-related incidents, process deficiencies, control gaps, and opportunities to improve change quality and service stability.
Ensure Change Management records, approvals, supporting documentation, and audit evidence are complete, accurate, and retained.
Promote adherence to Change Management policies, standards, procedures, and control requirements across internal technology teams and third-party service providers.
Support the governance and administration of the enterprise Configuration Management Database (CMDB) and associated processes.
Maintain and improve the accuracy, completeness, integrity, ownership, and lifecycle status of application, infrastructure, network, database, cloud, business service, and other Configuration Items.
Perform periodic CMDB audits, reconciliation activities, CI certifications, and data-quality assessments to identify and remediate duplicate, orphaned, incomplete, stale, inaccurate, or non-compliant CI records.
Coordinate CI onboarding, modification, ownership transfer, lifecycle updates, relationship management, and decommissioning in accordance with established Configuration Management standards.
Maintain and validate CI relationships and service mappings to ensure business services, applications, infrastructure components, and technical dependencies are accurately represented.
Review implemented changes that require CMDB updates and ensure approved configuration changes are accurately and promptly reflected within the CMDB.
Support automated discovery, service mapping, integrations, reconciliation processes, and other technologies used to populate and maintain CMDB information.
Collaborate with CI owners, application owners, service owners, technical teams, and Managed Service Providers to resolve CMDB data-quality issues.
Establish and reinforce compliance with CI naming conventions, data standards, mandatory attributes, ownership requirements, relationship standards, certification schedules, and other CMDB governance controls.
Support initiatives to improve CMDB health, configuration visibility, service dependency mapping, and overall data reliability.
Support broader IT Service Management (ITSM) processes and their integration with Change and Configuration Management, including Incident, Problem, Asset, Service Request, Knowledge, Service Level, and related service management practices.
Develop, maintain, and enhance operational dashboards, Key Performance Indicators (KPIs), management reports, and governance reporting for Change Management and CMDB performance.
Monitor and analyze key measures including: Change success and failure rates. Backed out and cancelled changes Emergency and Unauthorized changes CAB and PIR effectiveness CMDB health and completeness CI data accuracy and certification compliance Duplicate and orphaned CI records CI relationship and service-mapping integrity Timeliness of configuration updates Process and policy compliance.
Analyze operational trends, recurring issues, process gaps, control weaknesses, and data-quality concerns and recommend corrective or improvement actions.
Identify opportunities for workflow optimization, process standardization, automation, and integration across Change Management and Configuration Management processes.
Develop, maintain, and periodically review policies, procedures, Standard Operating Procedures (SOPs), process flows, work instructions, governance documentation, and supporting controls.
Support internal and external audits and provide evidence required for applicable technology governance, cybersecurity, risk management, regulatory, and compliance.
Partner with control owners, auditors, risk teams, and technology stakeholders to address findings and implement sustainable remediation actions.
Provide guidance, training, and subject-matter support to technology teams regarding Change Management practices, CMDB standards, documentation requirements, risk assessments, CI ownership, and governance expectations.
Promote continual service improvement through process enhancements, improved stakeholder accountability, increased automation, and adoption of ITSM best practices.