Change Control Specialist

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Oversee and implement IT Service Management change control processes throughout enterprise IT systems and distributed test infrastructure.

• Manage the lifecycle of Requests for Change (RFCs), reducing operational risks associated with test ranges, high-fidelity computing environments, and mission-critical shared services.

• Organize, prepare for, and lead weekly Change Advisory Board (CAB) and urgent Emergency Change Advisory Board (ECAB) meetings conducted virtually across multiple time zones.

• Assess RFCs for risk categorization, dependency mapping, scheduling conflicts, implementation procedures, test validation evidence, and rollback plans.

• Maintain and publish the Forward Schedule of Change (FSC), identifying conflicts across operational networks, development environments, and ongoing test events.

• Coordinate Post-Implementation Reviews (PIR) for high-impact or unsuccessful changes, identify root causes, and contribute to continuous process improvement efforts.

• Manage and uphold change workflows, templates, dashboards, and automated approval processes in ServiceNow and Jira Service Management.

• Ensure compliance with configuration baseline records and maintain audit-ready data tracking across both platforms.

• Create custom queue filters, SLA tracking metrics, and weekly KPI reports that encompass change success rates, unauthorized changes, and emergency change velocity.

• Collaborate with Tier 1/2/3 Service Desk and Incident Management teams to monitor ticket volumes and link incident spikes to production changes.

• Standardize cross-platform ticket linkages between Jira Service Management incident queues and ServiceNow change records.

• Write, update, and publish user guides, Standard Operating Procedures (SOPs), and Knowledge Base articles regarding change submission protocols.

⛳️ Requirements

• Must have an active U.S. Secret Security Clearance at the time of application or hire.

• Must reside within the Continental United States (CONUS).

• A dedicated, secure home office space with reliable high-speed internet is required.

• A minimum of 5 years of focused experience in IT Service Management (ITSM), particularly in formal Change Control/Change Management.

• Direct, hands-on experience in IT Service Desk operations, ticket queue management, and incident lifecycle oversight.

• Advanced operational expertise with ServiceNow, including Change Management, CMDB configuration tracking, and Incident Management integration.

• Advanced operational expertise with Jira Service Management, including service projects, custom workflows, automation rules, and component/release tracking.

• Demonstrated ability to lead CAB discussions, assess complex rollback technical plans, and enforce change discipline across distributed engineering teams.

• A Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related technical field is preferred.

• An additional 5 years of relevant IT experience may be considered in lieu of a degree.

• ITIL® 4 Foundation or higher certification is preferred.

• DoD 8570/8140 IAT Level II Baseline Certification, such as CompTIA Security+ CE, CySA+, or equivalent is required.

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) is required.

• Atlassian Certified Professional (ACP) in Jira Service Management / Jira Project Administration is required.

• Familiarity with DoD IT environments, DISA STIG requirements, and NIST SP 800-53 security controls is beneficial.

• Previous experience in supporting defense test and evaluation infrastructures, range networks, or High-Performance Computing environments is advantageous.

🏝️ Benefits

• Bonuses, commissions, sign-on bonuses, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for outstanding performance may be provided according to internal policy or contractual agreements.

• 401K plan with company match.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Accidental Death & Dismemberment (AD&D) insurance.

• Flexible spending account.

• Disability benefits.

• Paid time off.

• Flexible work schedule.

• Opportunities for professional training and development.

• Career advancement prospects.