Lead Change, Release and Deployment Analyst

This is a fully remote position, open to applicants in Alabama, +42 more states.

📋 Description

• Lead daily operations for Change Enablement review queues, managing work assignments and adjusting priorities as necessary.

• Oversee workload, aging, service levels, deadlines, and coverage by utilizing ServiceNow data.

• Evaluate and analyze complex or escalated production changes for completeness, risk assessment, business and service impact, implementation readiness, scheduling conflicts, dependencies, validation, and recovery planning.

• Ensure change records adhere to Change Enablement policies, controls, and governance requirements for Normal, Standard, Expedited, and Emergency Changes.

• Collaborate with change owners and technical teams to rectify incomplete or inconsistent information and verify implementation, testing, validation, communication, and recovery plans.

• Act as an escalation point for Change Managers concerning complex reviews, policy interpretation, and stakeholder inquiries.

• Elevate policy decisions, exceptions, and unresolved readiness, compliance, stakeholder, or operational issues to management.

• Offer coaching, training, knowledge support, onboarding, development, and cross-training for Change Managers.

• Conduct quality reviews to pinpoint errors, inconsistencies, coaching needs, and improvements in review accuracy.

• Create and maintain job aids, operating procedures, training materials, and knowledge resources.

• Organize post-implementation reviews for failed, backed-out, unauthorized, and incident-causing changes, tracking corrective actions until closure.

• Collaborate with Major Incident and Problem Management to identify changes associated with incidents and assist in root cause analysis.

• Provide management updates on completed tasks, outstanding items, risks, escalations, capacity issues, and emerging trends.

• Keep review documentation and governance evidence for reporting, audit, risk, and compliance requirements.

• Lead or support Change Enablement initiatives and process enhancements.

• Perform additional duties as assigned and adhere to all policies and standards.

⛳️ Requirements

• A Bachelor's degree in a quantitative or business-related field (such as statistics, mathematics, engineering, or computer science) along with 5–7 years of relevant experience, or equivalent experience gained through applicable knowledge, duties, scope, and skills.

• ITIL 4 Foundation certification.

• At least 6 years of experience in IT Service Management.

• A minimum of 3 years' experience conducting change management reviews within a large enterprise setting.

• Familiarity with Change Enablement practices, including risk assessment, implementation readiness, scheduling, and change types.

• Experience with ServiceNow Change Management, including reviewing change records and utilizing reports or dashboards for workload monitoring.

• Background in Incident and Problem Management, specifically in identifying change-related incidents.

• Experience in coaching, training, or providing daily direction to peers or team members.

• Preferred: ITIL 4 Specialist certification or an equivalent advanced ITSM credential.

• Preferred: Understanding of DevOps or CI/CD practices and automated change approval.

• Preferred: Previous experience as a team lead, senior change analyst, or senior change manager.

• Preferred: Experience in supporting audit, risk, or compliance requirements in a regulated industry.

• Preferred: Experience in developing job aids, procedures, or training materials.

🏝️ Benefits

• Competitive pay.

• Health insurance.

• 401K plan.

• Stock purchase plans.

• Tuition reimbursement.

• Paid time off plus holidays.

• Flexible work arrangements including remote, hybrid, field, or office schedules.

• Additional forms of incentives may be included in total compensation, subject to eligibility.