Sr Analyst-Change management Process Manager

Role: Change Management Process Manager 

Location: Hyderabad India 

Expected Hours: PST hours (AM into Early Afternoon) 

Team: I&O Technology Support Services - ITSM Team 

Reports To: ITSM/CFS Process Manager & Service Manager 

Role Overview 

The Change Management Process Manager is a leadership role responsible for the governance execution and continuous improvement of the Change Management process supporting global 24/7 IT operations. The role is primarily focused on ensuring that changes are appropriately planned risk-assessed approved scheduled communicated implemented and reviewed with minimal disruption to business services. Serving as the Change Management process owner this position establishes standards and ensures consistent execution across Infrastructure Operations Security Application and Platform teams in alignment with ITIL best practices organizational requirements and business objectives. The role chairs and governs CAB PreCAB and ECAB meetings; reviews change activity for quality compliance and approval; manages exceptions and escalations; and partners with Incident Major Incident Problem Release and ServiceNow platform teams to strengthen cross-process integration. Approximately 20 percent of the role provides backup support and process awareness for Release Management including release calendar coordination readiness reviews lifecycle reporting and coverage during absences or peak delivery periods. 

Key Responsibilities 

• Own improve and govern the Change Management process end to end ensuring consistency compliance and operational discipline across global technology teams. 

• Define maintain and enforce change policies risk models change types approval frameworks lead-time requirements blackout periods and emergency change standards. 

• Lead and facilitate CAB PreCAB and ECAB meetings ensuring effective risk assessment stakeholder participation decision-making and documented outcomes. 

• Review changes for completeness business impact technical risk implementation planning validation rollback readiness scheduling conflicts and appropriate approvals. 

• Monitor and manage the forward schedule of change to reduce collisions competing activities resource constraints and business disruption. 

• Ensure standard normal and emergency changes are properly documented authorized communicated implemented validated and closed. 

• Monitor change success rates failed changes unauthorized changes emergency change usage policy exceptions and change-related incidents. 

• Lead post-implementation reviews for failed high-risk emergency or business-impacting changes and track corrective actions to closure. 

• Define track analyze and report Change Management KPIs trends compliance measures and improvement opportunities to operational and leadership stakeholders. 

• Partner with Incident Major Incident Problem Event Configuration and Release Management teams to ensure strong cross-process controls and data alignment. 

• Work with the ServiceNow platform team to enhance Change Management workflows risk calculations approvals automation dashboards notifications and reporting. 

• Lead recurring Change Management training and awareness sessions and maintain current process documentation standards procedures and job aids. 

• Fulfill audit reviews and artifact requirements on a monthly quarterly and annual basis including evidence of approvals controls exceptions and remediation activity. 

• Provide backup Release Management support including release calendar awareness readiness review participation release reporting and coverage for critical release activities when needed. 

Required Knowledge & Skills 

• Expert-level knowledge of Change Management within ITIL-based IT Service Management frameworks with working knowledge of Release Management. 

• Strong understanding of risk assessment impact analysis change categorization scheduling dependency management approvals emergency change controls and governance. 

• Experience working in audit-focused environments and producing control evidence compliance artifacts KPIs and remediation documentation. 

• Hands-on experience with the ServiceNow Change module including workflows approvals risk models reporting dashboards and integrations. 

• Strong facilitation organization and stakeholder-management skills including the ability to lead CAB-focused communications and challenge inadequate change plans. 

• Excellent English communication skills both written and verbal suitable for technical teams business stakeholders auditors and leadership. 

• Demonstrated ability to enforce governance while enabling delivery operational agility and appropriate risk-based decision-making. 

• Experience working closely with engineering infrastructure security application platform and service management teams. 

• Working knowledge of release planning release calendars deployment readiness JIRA environments and Agile and Waterfall delivery methodologies. 

Qualifications 

• Bachelors degree in Information Technology Computer Science or a related field or equivalent practical experience. 

• 6 years of experience leading global Change Management with practical exposure to Release Management. 

• 8 years of experience working with ITIL-based IT Service Management processes. 

• 10 years of hands-on experience with ServiceNow in an enterprise environment. 

• ITIL v3 or ITIL 4 certification required. 

• 1 year of experience working within JIRA or equivalent training and practical awareness. 

• Equivalent experience in project delivery implementation governance or technology operations. 

Preferred Qualifications & Skills 

• Experience governing change in large-scale high-availability or high-frequency delivery environments. 

• Experience using SharePoint for process documentation and knowledge management. 

• Exposure to DevOps CI/CD pipelines Agile delivery models and automated change enablement. 

• Experience establishing maintenance windows peak-season restrictions business-critical blackout periods and related governance controls. 

• Experience driving automation or continuous improvement initiatives within Change Management. 

• Experience developing dashboards and reporting in Grafana ServiceNow or Power BI. 

• Experience with software development Scrum management Scaled Agile planning or SAFe. 

Remote Work :

No

Employment Type :

Full-time