Change Analyst / Change Manager

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.

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.