Change Management Analyst

Summary

Jewelers Mutual is seeking an experienced detail-oriented Change Management Analyst to serve as a key contributor to our IT change governance and major incident review practices. This role owns the facilitation and administration of the Change Advisory/Approval Board (CAB) leads After Action Reviews (AARs) and Root Cause Analyses (RCAs) for significant incidents and develops reporting that enables continuous improvement across Technology.

The ideal candidate brings a strong understanding of change management best practices (ITIL or equivalent) excellent facilitation and communication skills and the ability to partner effectively with both technical and business stakeholders.

Why Jewelers Mutual

Since 1913 weve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise were financially strong forward-thinking and driven by curiosity. Guided by our core values of Agility Accountability and Relevancy we lead through innovation.

As a technology focused organization we embrace cutting-edge tools and data-driven insights to continuously improve our products services and customer experience. Our mission is to be the industrys most trusted advisor by investing in our people adopting new technologies and striving for excellence.

What Youll Do

Change Governance (CAB & Change Process)

• Chair and facilitate the Change Approval Board (CAB) ensuring changes are appropriately documented reviewed risk-assessed approved and scheduled prior to implementation.
• Maintain communicate and enforce change management policy process standards and controls across Technology teams and environments.
• Own the change calendar and coordinate change timing to reduce risk avoid conflicts and minimize business impact.
• Ensure CAB decisions and change outcomes are captured accurately consistently and in a manner suitable for reporting and audit needs.

Major Incident Review (AAR/RCA)

• Lead After Action Reviews (AAR) and Root Cause Analysis (RCA) for major incidents that result in significant customer or business impact.
• Produce clear actionable RCA documentation that identifies root causes contributing factors and lessons learned (technical and process-related).
• Drive accountability by tracking corrective and preventive actions (CAPA) through completion escalating as needed and validating closure evidence when appropriate.
• Identify recurring themes across incidents and failed changes partnering with Technology leaders to address systemic issues.

Metrics Reporting and Continuous Improvement

• Develop track and publish regular operational metrics (e.g. change success rate failed changes incident trends availability repeat root causes).
• Translate data into concise executive-ready reporting and insights that support decision-making and prioritization.
• Recommend and implement process improvements that increase effectiveness reduce risk and improve consistency across change and incident review practices.

Collaboration & Stakeholder Partnership

• Collaborate across Technology teams (infrastructure operations engineering security etc.) and business partners to support alignment shared expectations and consistent adoption of change/incident practices.
• Facilitate cross-functional conversations to drive clarity decisions and next stepsespecially in high-visibility situations.

What Youll Bring

• Bachelors degree in Information Technology Business Administration or a related field (or equivalent related experience).

• Working knowledge of IT change management principles frameworks and best practices (ITIL or equivalent).
• 3 years of experience in IT change management IT operations incident/problem management or a related discipline.
• Demonstrated experience facilitating governance meetings or cross-functional review forums (e.g. CAB operational reviews incident reviews).
• Proven RCA experience using structured methodologies (e.g. 5 Whys Fishbone/Ishikawa fault tree analysis or similar).
• Strong analytical and problem-solving skills including the ability to interpret trends and operational data.
• Excellent written and verbal communication skills including the ability to create clear leadership-ready documentation and reporting.
• Strong organizational skills and attention to detail; ability to manage competing priorities in a fast-paced environment.

Nice to Have

• ITIL v3 or v4 Foundation certification (or higher).
• Experience with ITSM platforms such as ServiceNow Freshservice Jira Service Management or similar.
• Familiarity with hybrid cloud environments (AWS Azure GCP) and modern DevOps/CI/CD practices.
• Experience with reporting and visualization tools (e.g. Power BI Tableau) and/or building dashboards for operational metrics.
• Background in infrastructure operations engineering or technical supportenabling credibility and effectiveness with technical teams.
• Experience supporting compliance and audit activities related to change management controls.

What We Offer You

• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes.
• Great Place to Work Certified: Join a team recognized for an environment of innovation and growth.
• Collaborative Culture: Work alongside talented passionate peers who value ownership and continuous learning.
• Competitive Compensation & Benefits: Includes performance bonuses generous paid time off and a top-tier retirement program with 401(k) matching and additional company contributions.

Accessibility and Accommodations

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process please let us know by contacting

Required Experience:

IC