IT Change Manager

Company Overview

Incedo is a US-based consulting data science and technology services firm with over 3000 people helping clients
from our six offices across US Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering data science and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom Banking Wealth Management product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations deep
technology and domain experts and global teams. Incedo University our learning platform provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

Key Responsibilities

• Part of team that owns the end-to-end change management lifecycle (standard normal and expedited) in alignment with ITIL and organizational policy.
• Facilitate CAB meetings prepare agendas and change schedules guide risk/impact discussions document outcomes and drive follow-up with owners until actions are completed.
• Operate the Change Management process within ServiceNow (intake categorization risk assessment approvals tasks implementation/validation evidence and closure) and ensure change records meet quality and compliance standards.
• Partner with application infrastructure security and business stakeholders to identify potential conflicts dependencies and implementation risks; recommend mitigation actions and scheduling adjustments.
• Ensure process compliance including appropriate approvals separation-of-duties controls and audit-ready documentation.
• Coordinate change windows maintenance events and change freezes/moratoriums as applicable; raise exceptions conflicts and elevated risks for timely decisioning.
• Drive continuous improvement by analyzing change trends (success rate fallout emergency changes lead time process breaches) and implementing corrective actions.
• Create and maintain change management documentation job aids metrics and reporting; produce regular KPI insights and recommendations for process improvement.
• Support and coach change requestors/implementers on best practices for planning testing evidence and post-implementation validation.

Technical Skills

• ITIL v3 Foundation or later certification (required).
• 3 years of experience in IT change management and/or IT service management within a medium-to-large enterprise environment.
• Hands-on experience using ServiceNow Change Management (creating/reviewing/approving change requests; workflow states; tasks; reporting).
• Working knowledge of Chang Advisory Board governance change risk assessment scheduling and post-implementation validation practices.
• Strong written and verbal communication skills with ability to facilitate meetings and influence cross-functional stakeholders.
• Ability to manage competing priorities make risk-based decisions and escalate appropriately

Key Competencies

• Process governance and continuous improvement mindset
• Risk-based decision making
• Facilitation and stakeholder management
• Attention to detail and strong documentation discipline
• Customer-focused approach to service stability and delivery

Nice-to-have skills

Qualifications

• ITIL Intermediate/Managing Professional (or ITIL 4 equivalent) and/or additional ITSM certifications.
• Experience supporting regulated industries and technology audit/compliance requirements.
• Experience with release management incident/problem management and DevOps/CI-CD delivery practices.
• Familiarity with risk and control concepts (e.g. segregation of duties change evidence requirements).

Education

Bachelors degree in Information Technology Computer Science Business or a related field (or equivalent practical experience).

Company Value

We value diversity at Incedo. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.