ITIL Change Management Analyst

ITIL Change Management Analyst

We are seeking an experienced ITIL Change Management Analyst to join a dynamic team in Washington, DC. In this role, you will collaborate with IT and business partners to align technology solutions and processes with organizational strategies within the Service Management function. You will play a critical role in governing and improving key ITIL disciplines, including Change, Release, and Configuration Management, while ensuring the smooth implementation of changes to maintain service continuity. This position requires strong analytical skills, excellent communication abilities, and proficiency with tools like ServiceNow.

Responsibilities:

• Govern critical Service Management processes, including Change, Release, and Configuration Management.
• Review and evaluate change requests to ensure compliance with established policies and procedures.
• Facilitate key meetings, including daily operations meetings, Change Advisory Board (CAB) meetings, and Post Implementation Review (PIR) sessions.
• Collaborate with stakeholders to identify and implement process improvements and best practices.
• Monitor and analyze metrics to assess process effectiveness and customer satisfaction.
• Assist in developing user manuals, knowledge databases, and training materials for Service Management processes.
• Coordinate approvals, assess risks, and develop mitigation plans for requested changes.
• Validate pre- and post-implementation milestones, including testing, scheduling, and backout plans.
• Promote ITIL Service Management principles to business and IT teams, fostering a culture of excellence.
• Participate in formal reporting and analysis of IT Operations to identify trends and opportunities for improvement.
• Leverage ServiceNow for reporting, dashboard creation, and KPI tracking.

Requirements:

• Demonstrated experience in IT Service Management roles.
• ITIL v3 or v4 Certification (Practitioner certification preferred).
• Proficiency with the ServiceNow platform, including reporting and KPI development.
• Strong understanding of IT operations and Service Management functions.
• Excellent communication and facilitation skills.