Change Management Analyst – ServiceNow

Job Description:

Role: Change Management Analyst
Location: Orange County, CA(Hybrid)

Summary: The Change Management Analyst will be responsible for governing, coordinating, improving the IT Change Management lifecycle in alignment with ITIL best practices. This role plays a critical part in migrating change processes, workflows, and historical data from Jira to ServiceNow, across enterprise IT environments.
Job Responsibilities:
• Apply a structured methodology and lead change management activities
• Assess the change impact and complete change management assessments
• Create change management strategy and develop actionable and targeted change management plans
• Demonstrated experience in driving, leading, facilitating all investigation activities, conference calls, meetings and providing key stakeholder management
• Manage end-to-end Change Management lifecycle including logging, assessment, prioritization, CAB coordination, implementation tracking, and closure.
• Ensure compliance with ITIL-aligned change policies, risk controls, and audit requirements.
• Facilitate Change Advisory Board (CAB) meetings, document decisions, and track follow-ups.
• Monitor change success rate, failed changes, emergency changes, and SLA adherence, providing regular reporting to stakeholders.
• Adept at managing people, processes and resources
• Experience facilitating CAB meetings and stakeholder governance.
• Excellent documentation, reporting, and stakeholder communication skills.
• Lead or support migration of change records, workflows, approvals, and configurations from Jira into ServiceNow Change Management module.
• Perform data mapping, validation, and reconciliation to ensure integrity of migrated records.
• Collaborate with platform, development, and process teams to redesign workflows for ServiceNow best practices rather than lift-and-shift.
• Support UAT, defect resolution, and go-live readiness for the new ServiceNow change process.
• Develop training materials, SOPs, and knowledge articles for post-migration adoption.
• Experience with ServiceNow configuration, workflows, or reporting dashboards.
• Exposure to DevOps / CI-CD change integration and automated release governance
• Identify opportunities to reduce change failures, improve lead time, and automate approvals using ServiceNow capabilities.
• Produce dashboards and executive metrics on change performance, risk exposure, and release readiness.
• Partner with Incident, Problem, Release, and DevOps teams to strengthen change quality and service stability.
• Strong experience in Service Now
• Make recommendations to management regarding process improvements, and concerns.
• Support the design, development, delivery, and management of communication

Required Skills
• Minimum 5 years experience in IT Change Management within enterprise/MSP environment
• Hands-on experience with Jira Service Management / Jira workflows and ServiceNow Change Management module.
• Proven involvement in tool migration or transformation projects (Jira ServiceNow preferred).
• Strong understanding of ITIL Change, Incident and Problem Management
• Goal-oriented, driven nature to complete an urgent task
• Excellent organizational and diplomatic communication skills
• Ability to interface with all levels of management
• Excellent analytical and problem-solving skills, detail oriented

Certifications:
• ITIL certification is required