Job
Description
Coordinate and manage the end-to-end change management process across global IT infrastructure and application environments. Schedule, facilitate, and document Change Advisory Board (CAB) meetings, ensuring effective communication between stakeholders. Review change requests for completeness and compliance with processes. Provide guidance to requestors as needed. Ensure all changes are correctly logged and tracked in the change management system (e.g., ServiceNow, Remedy). Monitor the progress of scheduled changes, ensuring all pre-implementation criteria are met and post-implementation reviews are conducted. Assess, prioritize, and categorize change requests based on potential impact, risk, and urgency. Work closely with incident, problem, and configuration management teams to maintain process alignment. Lead efforts to minimize risks associated with deployment of changes, and implement continual service improvement initiatives. Prepare and deliver regular reporting on change metrics, trends, and KPIs to management. Act as an escalation point for urgent, conflicting, or failed changes, ensuring swift resolution and communication. Ensure all change activities adhere to ITIL methodologies and internal compliance requirements. Provide training and support to new team members and stakeholders on the change management process. Essential Skills And Experience 3 to 5 years of relevant experience in IT change management or ITSM processes within a global organization. In depth knowledge of ITIL framework, with ITIL Foundation (or higher) certification preferred. Experience working with change management tools such as ServiceNow or Remedy. Demonstrated ability to coordinate multiple stakeholders and manage conflicting priorities. Strong understanding of incident, problem, and release management processes. Experience facilitating meetings, preparing documentation, and delivering presentations. Exceptional organizational, analytical, and communication skills (written, oral, and presentation) in English. Ability to work effectively in a 24/7/365 global support environment with rotational shifts (APAC, EMEA, US) if necessary. Demonstrated resilience, adaptability, and drive for continuous professional improvement. Strong attention to detail and ability to handle sensitive and complex situations. Desirable Skills And Experience ITIL Intermediate or Expert certification. Experience in large scale IT infrastructure environments (Windows, Linux, Middleware, DB, Cloud, etc an advantage. Familiarity with automation of change processes, reporting, and dashboarding. Knowledge of DevOps, Agile methodologies, or experience with digital transformation projects a plus. Previous experience in a regulated industry (such as pharmaceuticals) is a plus. Proficient with Microsoft Visio or other process mapping tools. Excellent stakeholder management and team collaboration skills. Show more Show less
