Change Management Specialist

HCL Software’s HCL Now Service Management team

About the Role:

Change Management Specialist

proactive, detail-oriented

Key Responsibilities:

• Own the

  end-to-end change management lifecycle

  : from request validation, planning, coordination, execution tracking, to closure.
• Review change requests (CRs) for

  completeness, risk assessment

  , technical feasibility, and alignment with SLA and compliance requirements.
• Coordinate with cloud, infrastructure, product, and application teams to

  plan changes

  , validate prerequisites, and ensure

  CAB approvals

  are obtained.

• Schedule and manage change windows

  , ensuring resource availability and alignment with business impact windows.
• Track and document post-change validations, back-out plans, and

  post-implementation review (PIR)

  actions.

• Drive stakeholder communication

  , including internal and external teams, before, during, and after change execution.
• Maintain accurate and updated change records in ServiceNow or other ITSM tools.
• Facilitate collaboration between change initiators, approvers, and execution teams to reduce change collisions and improve delivery success rate.
• Work closely with the Incident Management team to analyze incidents related to failed or unplanned changes and drive process improvements.
• Support audits, reporting, and

  compliance reviews

  as required.

Required Skills & Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.

• 6–10 years of overall IT experience

  , with at least

  4–6 years in Change Management

  or Service Management roles in enterprise environments.
• Strong working knowledge of

  ITSM processes

  , particularly Change Management under

  ITIL framework

  .
• Experience with

  ServiceNow

  or similar ITSM platforms.
• Excellent communication skills, both written and verbal, with the ability to coordinate among technical and business stakeholders.
• Solid understanding of

  Cloud platforms (AWS, Azure, GCP, or IBM Cloud)

  and application deployment models.
• Ability to manage multiple changes simultaneously in a fast-paced environment.
• Strong

  problem-solving and analytical

  skills.
• Comfortable working in

  shifts and during weekends

  , as required by change windows and critical deployments.

• ITIL Foundation Certification

  (preferred)

Preferred Skills (Good to Have):

• Familiarity with

  automated deployment tools

  and change validation practices.
• Exposure to

  CAB processes

  , release governance, Emergency Changes, and risk impact analysis.

• Basic understanding of ticket data analysis

  , including the ability to

  visualize trends, generate reports

  , and

  create dashboards

  using tools such as

  Excel, Power BI, or ServiceNow Performance Analytics

  , as per operational and stakeholder needs.