ServiceNow Change and Release Analyst

Position: ServiceNow Change and Release Analyst
Location: Remote

Summary of Role:
We are seeking an experienced and detail-oriented ServiceNow Change and Release Analyst to join our Service Management Platform team. In this role, you will manage the end-to-end change and release lifecycle for ServiceNow, ensuring all technology changes are assessed, approved, scheduled, implemented, and reviewed in compliance with RTX’s Enterprise Change Management policy, regulatory requirements, and operational stability goals.

Responsibilities:

• Change Governance: Validate Requests for Change (RFCs) for completeness, accuracy, and policy compliance before submission to ServiceNow.
• Release Management: Develop release schedules, coordinate planning, scheduling, control, and implementation of releases from initiation to delivery and support.
• Deployment Support: Assist in deploying code to test and production environments, ensuring smooth integration and minimal disruption.
• Compliance & Sign-Off: Coordinate release sign-off between stage gates in the release cycle, ensuring all checkpoints are met.
• Documentation & Reporting: Prepare and maintain release reports, audit documentation, and compliance records.
• Stakeholder Communication: Provide timely updates and information to relevant teams and leadership.
• Process Reviews: Regularly review and improve change and release management processes with IT change and release managers.

Required Skills & Experience:

• ServiceNow Expertise: 5–7+ years of hands-on development and deployment experience with ServiceNow modules, including change management, release management, and ITSM workflows.
• ITIL & ITSM Knowledge: Strong understanding of ITIL change management, release management, and ITSM best practices.
• Technical Skills: Experience with ServiceNow development and code review. Experience with IT security, patching, compliance, and SDLC principles.
• Tools: Familiarity with JIRA, Confluence, SharePoint, and other ITSM collaboration tools.
• Soft Skills: Attention to detail, strong documentation skills, ability to work in a large and matrixed corporate environment, exceptional interpersonal skills, strong time management and prioritization skills, energetic with an excellent work ethic, and the desire and ability to quickly learn and apply new concepts.

Nice-to-Have:

• Enterprise-level change management experience, especially in large scale ServiceNow implementation.
• Experience with operational checklists, audit readiness, and regulatory compliance frameworks.

Education:    

• BA/BS degree from an accredited school in Computer Science, Information Technology, Business Administration, or related field with 5 yrs of experience or advanced degree.