Change Management Analyst

Job Description

Change Management AnalystCopilot said:
Company Overview
At The Intersect Group, we are partnering with a large enterprise organization that is committed to operational excellence, governance, and continuous improvement across its technology landscape. The company manages a complex IT environment where disciplined change management practices play a critical role in maintaining system stability, reducing operational risk, and supporting business growth. Their culture values accountability, collaboration, process integrity, and data driven decision making.


Role Summary
We are seeking a Change Management Analyst to support and enhance the enterprise IT Change Management program. This role will work closely with technology teams, business stakeholders, and leadership to ensure all technology changes are properly documented, reviewed, approved, and executed in accordance with established governance standards.
You will serve as a key contributor to the day to day operation of the ServiceNow Change Management process, facilitate Change Advisory Board meetings, analyze change performance data, and provide valuable insights that improve operational effectiveness. This position is ideal for someone who combines strong process discipline, analytical thinking, and the confidence to hold teams accountable to established standards.


Key Responsibilities
• Manage the full lifecycle of Request for Change records within ServiceNow, ensuring accuracy, completeness, and compliance with approval requirements
• Coordinate and facilitate weekly Change Advisory Board meetings, ensuring changes are reviewed and deployment ready
• Review and provide support for emergency change requests, including occasional after hours coverage when required
• Partner with change owners and technical teams to ensure documentation quality and process compliance
• Monitor and maintain ServiceNow change queues, ensuring records progress appropriately through all workflow stages
• Enforce change record standards, documentation requirements, and timely closure of active changes
• Identify compliance gaps and escalate concerns proactively to leadership
• Develop reports, dashboards, trend analysis, and performance metrics using ServiceNow and Excel
• Analyze change volume, risk patterns, historical data, and year over year trends to support decision making
• Transform complex data into actionable recommendations for IT leadership
• Gather requirements for ServiceNow process enhancements and support continuous improvement initiatives
• Monitor deployment schedules and identify potential conflicts that could impact business operations
• Deliver training, guidance, and documentation to support governance adherence and user adoption


Key Requirements
• Bachelor's degree required
• 2 to 4 years of experience in IT Operations, IT Change Management, ITSM, or a related discipline
• ITIL Foundation certification required
• Hands on experience with ServiceNow including Change Management modules required
• Experience supporting Incident Management and Problem Management processes within ServiceNow
• Strong understanding of ITIL Change Management frameworks and Change Advisory Board processes
• Experience managing change records, governance workflows, and compliance requirements
• Advanced attention to detail with the ability to identify incomplete or inaccurate documentation
• Strong analytical skills with experience performing trend analysis and risk evaluation
• Proficiency with Microsoft Excel including reporting, data analysis, and dashboard creation
• Excellent written and verbal communication skills with the ability to work across technical and business teams
• Ability to confidently challenge stakeholders and ensure compliance with established processes
• Experience with CMDB, SQL, relational databases, or reporting pipelines is a plus
• Power BI reporting and dashboard development experience is preferred


Success Profile
• Strong process oriented professional who values governance and operational discipline
• Comfortable facilitating meetings and driving accountability across technical teams
• Able to balance multiple priorities while maintaining exceptional data quality standards
• Analytical thinker who can transform raw operational data into meaningful business insights
• Trusted partner who helps teams achieve compliance while enabling successful technology delivery


Location and Schedule
• Full time onsite position in Irving, Texas
• Occasional after hours support may be required for emergency change activities


What Success Looks Like
• Change records are complete, compliant, and audit ready at all times
• Change queues remain organized with no aged or abandoned records
• CAB meetings are efficient, productive, and well prepared
• Leadership receives timely and actionable reporting on change activity and risk trends
• Technology teams view the Change Management function as a trusted advisor and operational partner


Call to Action


If you are an IT Change Management professional with strong ServiceNow expertise and a passion for governance, process improvement, and operational excellence, apply today by sending your resume and contact information to The Intersect Group. We look forward to discussing how your experience can contribute to this critical IT operations function.