Change Management Analyst

Job Summary

Core Responsibilities

• Manage the complete lifecycle of Request for Changes (RFCs) within the ServiceNow Change module
• Coordinate and facilitate weekly Change Advisory Board (CAB) meetings with engineering teams and business stakeholders
• Review scheduled changes for CAB readiness, ensuring documentation is complete and compliant
• Monitor change records for data quality, governance compliance, and timely completion
• Support emergency change approvals, including occasional after-hours requests
• Generate reports, dashboards, and trend analysis using ServiceNow and Microsoft Excel to provide actionable insights to leadership
• Analyze change data to identify trends, process improvements, operational risks, and compliance gaps
• Partner with Change Owners to ensure adherence to ITIL Change Management processes
• Gather requirements and support enhancements for future ServiceNow Change Management releases
• Deliver end-user guidance, documentation, and training related to Change Management processes and governance

Required Skills / Experience (Must-Haves)

• Bachelor's degree
• 2+ years of experience in IT Operations, IT Change Management, or another ITSM-related function
• ITIL Foundation Certification (required)
• Hands-on experience with ServiceNow, including: Change Management, Incident Management, Problem Management
• Working knowledge of ITIL Change Management processes and Change Advisory Board (CAB) operations
• Strong analytical skills with experience identifying trends and translating data into business recommendations
• Excellent attention to detail and process governance
• Strong written and verbal communication skills with the ability to coordinate across technical and business teams
• Comfortable holding technical teams accountable for documentation quality and process compliance

Preferred Skills / Experience (Nice-to-Haves)

• Experience working with CMDB
• SQL or relational database experience
• Power BI reporting and dashboard development
• Microsoft Access experience
• Experience supporting enterprise IT governance initiatives
• Experience analyzing change metrics, risk scoring, and operational trends

Key Competencies & Behaviors

• IT Change Management
• ITIL Best Practices
• ServiceNow Administration
• Change Advisory Board (CAB)
• Process Governance & Compliance
• Data Analysis & Reporting
• Risk Assessment
• Cross-Functional Collaboration
• Executive Communication
• Attention to Detail
• Continuous Process Improvement

Work Environment

• Location: Irving, TX
• Schedule: Monday – Friday
• Work Arrangement: 100% Onsite
• Occasional evening and weekend support may be required for emergency change approvals.

Compensation & Benefits

• Pay Range: The approximate pay range for this position is between $21.00 and $30.00 per hour.
• Medical, Dental & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401(k)

About KellyMitchell

We are a company known for innovative solutions and unsurpassed customer service. We deliver expert service at a moment's notice. Our culture is world class, and we're passionate about helping companies solve their biggest IT staffing & project solutions challenges.