Senior Analyst - IT Change Enablement

Iberdrola-posted 11 days ago

Full-time • Mid Level

Onsite • Orange, CT

5,001-10,000 employees

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The Senior Analyst – IT Change Enablement role governs the Information Technology (IT) change enablement processes and artifacts for enterprise IT systems. This role is responsible for coordinating with Operations Support Group (OSG) teams when IT infrastructure changes could impact OSG-managed data circuits or related connectivity. This position is responsible for improving production stability and delivery speed by raising the quality of changes across AVANGRID. The role governs change artifacts, request for change (RFC) content standards, risk and test evidence, backout plans, post incident reviews (PIRs), change advisory board (CAB) minutes, and the change calendar, facilitates local CAB and global change review board (CRB), enforces RFC quality gates, and drives continuous improvement using measurable KPIs. Additionally, this position partners with Incident, Problem, and Configuration Management to prevent change‑induced incidents and to ensure lessons learned are institutionalized and participates in Problem Management tasks following Post Incident Reviews (PIRs) without owning Problem record creation. This position utilizes ServiceNow Change and configuration management database (CMDB) relationships to support accurate impact and risk analysis, ensures adherence to change enablement policies and audit requirements, communicates effectively across IT towers and stakeholders, and contributes to process automation and simplification within the Technology Platforms Operations (TPO) team. The Senior Analyst – IT Change Enablement position reports into the Manager – IT Infrastructure.

Facilitates CAB and CRB, as well as owns the forward schedule of change, including resolving scheduling conflicts based on business risk and priorities.
Enforces RFC quality gates including impact analysis, risk rating, tested implementation steps, backout plan, and accurate CI relationships, and provides checklists and coaching to raise submission quality.
Monitors change lifecycle progress and ensures RFCs are closed within defined timelines, following verification of implementation, PIR completion (if required), and evidence retention for audit readiness.
Maintains standards and templates limited to change artifacts, including RFC content, risk and test evidence, backout plans, Post Implementation Reviews (PIRs), CAB minutes, and the change calendar.
Periodically reviews and assesses ServiceNow change templates and models for accuracy, completeness, and alignment with policy; collaborates with stakeholders to enhance or retire models as needed to improve efficiency and compliance.
Manages ServiceNow Change configuration and reporting, including change types and models, blackout windows, calendars, dashboards, and audit evidence.
Publishes weekly and monthly change key performance indicators (KPIs) and insights, including change failure rate, emergency change rate, lead time for change, RFC quality score, PIR completion, and scheduling conflicts avoided.
Leads and coordinates post implementation reviews for failed or high-risk changes, partners with the Problem Manager to document the defect and corrective actions in the problem record and monitors progress to verify action closure.
Works closely with the CMDB owner and tower leads to ensure CI relationships remain accurate for impact and risk analysis, initiating reconciliation when gaps are found during RFC intake and quality checks, CAB reviews, post implementation reviews, and change scheduling or cutover planning.
Timely communicates change schedules and high-risk changes to stakeholders and ensures business communications are shared when required.
Supports incident and problem teams during major incidents involving change by providing change history, risk assessments, and rollback options, and joins bridges when needed to advise on change related actions.
Ensures audit readiness by retaining evidence for approvals, testing, backout, and PIRs, and responds to internal and external audit requests.
Drives continuous improvement of the change process by analyzing trends, recommending policy updates and standard or pre-approved change models, and reducing exceptions and emergency changes.
Integrates change activities into project plans and gate reviews, and coaches project teams on risk, testing, and cutover planning to protect production.
Collaborates with OSG teams to assess potential impacts of IT changes on OSG-managed data circuits and ensures scheduling avoids operational conflicts, while maintaining clear scope boundaries (IT only).
Adheres to regulatory and internal policies including storm operations exceptions and blackout rules.

Bachelor’s degree in computer science, Information Systems or a related field and a minimum of 6 years of relevant experience. An equivalent combination of education and experience may be considered.
Minimum two years experience working in an operational IT Change role using ServiceNow Change in a production environment.
CAB or CRB facilitation and enforcement experience of RFC quality gates (impact analysis, risk, tested steps, backout, CI relationships).
ITIL v4 Foundation Certification is required, note v3 is acceptable with commitment to achieve v4 within 120 days of hire.
Experience participating in Problem Management tasks following PIRs, including drafting defect statements and tracking corrective actions.
Working knowledge of CMDB concepts and CI to service relationships used for impact and risk analysis.

Proven ability to analyze and report Change KPIs and insights using ServiceNow reporting or similar dashboards.
Strong analytical and problem-solving skills, with clear written and verbal communication and the ability to coach requestors and implementers.
Ability to organize, prioritize, and meet deadlines in a fast-moving operations environment, including occasional off hours support.
Demonstrated commitment to IT security best practices and change control discipline.
Solid understanding of enterprise infrastructure domains: server, database, network, storage, security, and cloud.
Prior experience with documentation governance for change artifacts (RFC templates, PIR forms, backout plan standards).
Experience participating in Problem Management tasks following PIRs, including drafting defect statements and tracking corrective actions.
Experience with Governance, Risk and Compliance (GRC) concepts and audit preparedness in regulated environments.
Prior experience working with Microsoft Power BI or similar business analytics tools for KPI visualization.
Prior experience working for a utility or regulated industry.
Awareness of OSG environments and ability to communicate effectively with OSG stakeholders regarding IT change impacts (no direct OSG change execution required).

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