Senior Change Management Analyst - ITIL Certified Job at Alter Domus (Hyderabad)

Job Description

The Senior Change Management Analyst is an experienced individual contributor responsible for supporting ITIL-aligned IT change management. Reporting to the Change Manager, the role reviews and coordinates Requests for Change (RFCs), prepares CAB materials, maintains the change calendar, validates implementation readiness, supports stakeholder communications, monitors outcomes, and recommends continual improvements. The role does not own enterprise change policy, manage people, or serve as final approver for high-risk changes unless formally delegated.

Job Responsibility

Apply approved change policies, procedures, templates, workflows, risk models, and approval paths in daily change activities
Review RFCs for business justification, scope, affected services, dependencies, outage needs, approvals, implementation, validation, and backout plans
Return incomplete or unclear records to change owners and document required corrections according to process guidelines
Verify correct classification and routing for standard, normal, emergency, expedited, major, minor, vendor release-related, infrastructure, application, cloud, security, and vendor-driven changes
Prepare CAB agendas, change summaries, risk highlights, schedule views, meeting materials, and decision documentation
Assist the Change Manager with facilitation, timekeeping, risk callouts, notes, follow-up tracking, deferrals, approvals, and action items
Escalate high-risk, high-impact, conflicting, business-critical, or poorly documented changes before CAB review
Evaluate readiness based on service impact, technical complexity, outage duration, customer impact, security exposure, data sensitivity, dependencies, and rollback feasibility
Constructively challenge weak implementation plans, inadequate testing evidence, incomplete dependency analysis, missing communications, or unrealistic rollback steps
Escalate unresolved concerns, policy exceptions, and changes requiring additional review by service owners, cybersecurity, compliance, release management, or business stakeholders
Maintain the enterprise change calendar and monitor maintenance windows, blackout periods, and resource constraints
Identify collisions, overlapping outages, resource conflicts, and competing implementation windows
coordinate schedule alignment with release, project, application, infrastructure, cloud, security, vendor, and operations teams
Draft and distribute approved communications
ensure service desk and support teams understand outage windows, expected symptoms, business impact, workarounds, and escalation contacts
Support emergency changes by verifying urgency, risk, approvals, implementation details, validation, communications, and after-the-fact documentation
Support post-implementation reviews for failed, backed-out, emergency, high-risk, major, or incident-causing changes
document lessons learned, corrective actions, owners, due dates, and follow-up status
Prepare dashboards, trend summaries, audit evidence, and KPI reporting for success rate, failed changes, emergency volume, unauthorized changes, change-related incidents, approval cycle time, standard adoption, and CAB action closure
Use ServiceNow, Jira Service Management, or similar ITSM tools to review, route, schedule, document, report, and audit changes
recommend workflow, notification, dashboard, template, and automation improvements

Requirements

Bachelor's degree in information technology, Computer Science, MIS, or equivalent professional experience
5 or more years in IT service management, IT operations, infrastructure support, application support, release management, project coordination, or production support
3 or more years of hands-on experience supporting an enterprise IT change management process
Current ITIL certification required, preferably ITIL 4 Foundation or higher
Experience reviewing RFCs, maintaining change calendars, preparing CAB materials, supporting emergency changes, and documenting post-implementation review outcomes
Hands-on experience with ServiceNow, Jira Service Management, or comparable ITSM platforms
Strong understanding of ITIL practices, including change enablement, incident, problem, service request, configuration, release, service level, and continual improvement
Ability to translate technical information into business impact, risk, operational readiness, and stakeholder communication requirements
Excellent written and verbal communication skills for meeting notes, status updates, process documentation, and stakeholder communications

Nice to have

ITIL 4 Practitioner: Change Enablement
Experience in regulated or audit-driven environments such as financial services
Experience supporting cloud, hybrid infrastructure, cybersecurity, network, application, database, endpoint, and enterprise platform changes
Familiarity with Agile delivery, DevOps, CI/CD pipelines, release automation, infrastructure as code, automated testing, and automated change approval models
Working knowledge of ISO 27001, SOC1, SOC 2, GDPR, or similar control frameworks
Experience creating dashboards and analytics using ServiceNow Performance Analytics, Power BI, Tableau, Excel, or similar tools
Experience supporting standard change models, risk scoring frameworks, process training materials, and stakeholder communication templates

What we offer

Alter Domus Academy with six learning zones and resources from LinkedIn Learning
Support for professional accreditations such as ACCA and study leave
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan

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Senior Change Management Analyst - ITIL Certified

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