Change Analyst / Change Manager

Job Description

The Change Analyst is responsible for coordinating and executing change initiatives in alignment with organizational objectives. They collaborate with cross-functional stakeholders to ensure changes are properly assessed, approved, communicated, and implemented with minimal disruption. This role requires strong analytical, communication, and problem-solving skills to drive improvements and uphold best practices in change management processes.

Essential Functions:

•    Change Request Coordination:

o   Act as the primary contact for change requests, ensuring they are accurately recorded, categorized, and prioritized.

o   Collaborate with teams to investigate the impact, risk, and scope of each change request.

o   Facilitate approval workflows with relevant stakeholders and leadership.

•    Impact & Risk Assessment:

o   Evaluate potential implications of each change on existing processes, systems, and resources.

o   Work closely with technical teams to develop and review change impact models and implementation plans.

o   Recommend mitigation strategies to address identified risks.

•    Communication & Stakeholder Engagement:

o   Maintain clear and timely communication channels with all impacted parties.

o   Create and distribute communications about upcoming changes, ensuring stakeholders have sufficient knowledge and preparation.

o   Provide training materials or sessions as needed to support user adoption.

•    Process Documentation & Continuous Improvement:

o   Document and maintain change management processes, standards, and guidelines.

o   Identify process inefficiencies and collaborate with team members to introduce improvements.

o   Participate in post-change reviews to capture lessons learned and best practices.

•    Monitoring & Reporting:

o   Track and report on the status and effectiveness of changes, highlighting successes and identifying improvement areas.

o   Develop metrics to measure change management outcomes and present insights to leadership.

Qualifications:

•    Education & Experience:

o   Bachelor’s Degree in Information Technology, Business Administration, or a related field.

o   2-4 years of relevant work experience, ideally including exposure to change management, IT service management, or a similar role.

•    Technical & Analytical Skills:

o   General understanding of IT systems, infrastructure, and service management frameworks (e.g., ITIL).

o   Ability to assess risk and impacts in a complex environment.

o   Proficient in data analysis tools (spreadsheets, project management applications, etc.).

•    Communication & Interpersonal Skills:

o   Strong verbal and written communication skills for engaging with diverse stakeholders.

o   Ability to convey technical concepts to both technical and non-technical audiences.

o   Effective facilitation, collaboration, and negotiation skills.

•    Other Competencies:

o   Detail-oriented and organized in managing multiple change requests simultaneously.

o   Adaptable to a fast-paced environment with shifting priorities.

o   Flexible working hours to accommodate diverse geographic locations

o   Demonstrated problem-solving and conflict-resolution abilities.

Preferred Qualifications:

•    Familiarity with ITIL or other IT service management frameworks/certifications.

•    Previous experience in project management or related execution roles.

•    Experience with ticketing systems and change management tools.

•    Experience working with multicultural teams in diverse geographic locations preferred

•    Strong customer service, analytical, research, interpersonal and problem solving skills required

•    Technical expertise in Infrastructure Management is preferred

•    Large Scale Operational Command Center experience and/or IT Service Desk experiences a plus

•    Service Now, Business Analytics and Tableau reporting experience

•     GenAI and AI Prompt Engineering skill and experiences a plus.