It Change Management Analyst

Job description

Job Summary We are looking for an experienced IT Change Management Analyst to support Change Governance for customer-facing digital platforms. The role will be responsible for ensuring IT changes are properly assessed, governed, approved and implemented with minimal business/customer impact. The ideal candidate should have strong ITIL/ITSM and Change Management experience, with exposure to RFC review, CAB/change governance, risk and impact assessment, stakeholder management and service improvement. Key Responsibilities • Manage and govern the end-to-end IT Change Management lifecycle. • Review Change Requests/RFCs for completeness, risk, impact, implementation and rollback plans. • Participate in and support Change Review/CAB meetings, particularly for high-risk and business-critical changes. • Challenge delivery teams where changes do not meet required governance, quality or policy standards. • Ensure appropriate testing, business approvals and implementation plans are available before change execution. • Monitor change implementation and conduct Post-Implementation Reviews (PIRs). • Prepare weekly/monthly Change Governance and KPI reports for management. • Analyse change trends, failed changes and recurring issues to identify improvement opportunities. • Support Continual Service Improvement (CSI) and service quality initiatives. • Collaborate with Application, Infrastructure, Network, Security, Business and Vendor teams. • Ensure compliance with ITIL/ITSM processes and organizational policies. Must-Have Skills • 4 to 8 years of experience in IT Change Management / Change Governance. • Strong understanding of ITIL and IT Service Management. • ITIL Foundation certification. • Hands-on experience with RFC/Change Requests and CAB/Change Review processes. • Experience in risk and impact assessment of IT changes. • Knowledge of implementation, testing and rollback/backout procedures. • Ability to challenge teams and ensure process/policy compliance. • Strong stakeholder management and communication skills. • Good analytical and reporting skills with experience working with technical data. • Experience with ServiceNow or similar ITSM tools. • Exposure to AI tools for analysis, reporting, automation or decision support is preferred. • Experience supporting Banking / Financial Services / digital banking platforms is highly preferred. Good to Have • Experience with customer-facing Internet/Mobile Banking applications. • Experience handling high-risk, emergency and business-critical changes. • Power BI/Excel or similar reporting tools. • Experience in global stakeholder environments. • Knowledge of Incident, Problem and Continual Service Improvement processes.