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Change Management Analyst (HAT ID: 8180)

Core Business Services
ARG002WU Requisition #


The Change Analyst role is aligned to the specific elements of the Information Technology Infrastructure Library (ITIL) framework to provide a review of the day-to-day execution of Change Management process and procedures.  These key ITIL elements are, Change Request logging, prioritization, execution and review along with CMDB maintenance activities. As a result, the role requires an advanced working knowledge and formal certification in the Information Technology Infrastructure Library (ITIL) framework as part of the role’s mandate to be knowledgeable in the best practices for examining IT processes by effectively utilizing the framework’s review standards and procedures. The role requires a working knowledge of Service Management tools as part of capturing the results of day-to-day activities in review and documenting related changes to same. Additional responsibilities may include the ability to query in the Service Management tool and providing updates to process oversight information in the tool.  The role’s activities are aligned to the Change Specialist who provides a more strategic vision and guidance to Change processes and performance trends based on the initial formal analysis done by this role. The role is an individual contributor and is generally managed by the Change Management Specialist. 






What are you going to do? 



  • Execute on the daily operational and analytical activities associated with Change process by selecting and utilizing the procedures aligned to ITIL.

  • Reviews and assesses Requests for Change (RFC) for quality and completeness.

  • Works with change requestors from all levels within the business to support them through the change process. 

  • Approves or refers changes for approval by the IT’s Change Manager and/or the Change Advisory Board Reviews for approval requests for Configuration changes to the Configuration Management Database (CMDB) to align the approved changes within the current IT environment or services.

  • Provides analysis of changes requested to Configurations team and provides recommendations on alignment and modifications based on ITIL knowledge and acknowledged best practices.

  • Compiles data and information for service reviews, active investigations, post-implementation reviews, among other activities in support of the Change Specialist.

  • Reviews data and related information aligned to Change process for consistency and continued application.  Leverages and shares acquired knowledge for other IT processes undergoing the ITIL process examination.

  • Utilizes data from Service Management tools to query, review, and update/maintain the quality assurance and accuracy the tool’s data against current results.

  • Provide support and recommendations on adherence to Change process across levels of the IT organization by leveraging knowledge of Change process standards and applying same to current.



    The role requires a basic analytical acumen to understand the relevance of KPIs and other processing metrics from daily, weekly or monthly Change reporting to analyze applicable   processes against ITIL standards.  The role additionally requires the ability to determine when it is appropriate to escalate to management based on the criticality and business driver of the anomaly.  The role is required to leverage good judgment and acquired knowledge in taking appropriate actions in aligned functions.  The role is empowered to make some decisions when executing a specific analysis or in monitoring an established process for remediation but generally works within the confines of reporting hierarchy and management directives.




What do we need from you?


  • Working knowledge about the core components aligned to ITIL process in general and Change Management in particular being reviewed or changes proposed.

  • Solid understanding of the Critical Success Factors (CSF) and KPIs aligned to Change process to effectively analyze the process, review related procedures and standards in input/output of data.

  • Solid analytical abilities to effectively compare data elements against these control metrics using standards such as ITIL and other guidelines for Change processes.

  • Ability to handle multiple and shifting assigned priorities to provide research results and solutions that are timely, supportive and accurate.

  • Solid interpersonal skills to engage in cross business/team discussions within a matrixed, geographically dispersed organization and to formulate, as required, credible ideas or insightfully challenge proposed options.

  • Well defined communication skills, both oral and written in the English language, to summarize key issues and findings, to formulate supportive ideas and materials as well as present findings and ideas clearly and concisely to a variety of levels of the organization.

  • Detailed knowledge of the Change Management and other Information Technology Infrastructure Library (ITIL) processes with an eye to progressive levels of certification as required. Has the ability to leverage standard ITIL process directives in reviewing current process and procedures and improving and supporting the process execution.

  • Basic to Intermediate skills in Microsoft Office products, predominantly Excel, Visio and PowerPoint.

  • Working knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint and Yammer.

  • Basic understanding of the industry standard for Change Management and how it integrates, enhances and enables the ESM processes.

  • A degree in computer science / related disciplines or equivalent work experience.

  • Approximately 2+ years’ experience in a technology operations role and at least one year in service management.  Able to exhibit a progression of increasingly complex analytics during the period.

  • ITIL v3 or v4 Foundations training, or higher level of ITIL Certification as may be required



    Shift: Monday to Friday from 1 to 10PM.
    Location: Microcentro



    EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.


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