IT Change & Release Management Operations Analyst

Analyst Service Mgmt - IZ08BE
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

The IT Change & Release Management Operations Analyst provides 24x7 operational support for enterprise Change and Release Management. The role focuses on execution discipline, ECAB readiness, ServiceNow Change integrity, and cross-LOB coordination to modernize Change Operations through automation and GenAI-enabled insights.

This is a hands-on operational role critical to maintaining service stability during global change and release windows.

• Execute day-to-day Change Operations ensuring consistent governance and audit readiness
• Prepare, coordinate, and run ECABs for major and high-risk changes; validate risk, mitigation, rollback plans, and SME technical sign-off
• Maintain centralized Change documentation, including workflows, RACIs, playbooks, and pre-approved change criteria
• Govern pre-approved change templates, enforcing eligibility, access controls, and periodic validation
• Coordinate federated releases across LOBs; identify, track, and manage cross-LOB dependencies
• Ensure all change and release activity is accurately recorded and traceable in ServiceNow
• Perform change recertification, data quality checks, and compliance validations
• Produce operational dashboards and summaries covering change risk, readiness, non-compliance, and KPIs
• Support automation and GenAI initiatives to reduce manual effort, improve data quality, and enhance leadership visibility

• ITIL® Foundation or higher (ITIL 4 preferred)
• Familiarity with ITIL-aligned Change and Release Management practices
• Experience supporting regulated or audit-sensitive environments
• ServiceNow certification (e.g., CSA or ITSM implementation experience)

• Experience supporting or running ECABs for complex or high-risk changes
• Ability to assess and validate change risk, mitigation, and contingency plans with technical SMEs
• Experience coordinating releases and dependencies across multiple teams or LOBs
• Strong operational documentation and communication skills
• Experience applying automation and/or GenAI to IT operations or ITSM processes
• Comfortable working in a fast-paced, high-visibility, global operations environment
• Willingness to work rotational shifts to support follow-the-sun coverage

• Seamless 24x7 Change Operations coverage with strong governance and controls
• High-quality ECAB execution and strong ServiceNow data integrity
• Reduced change-related risk and execution issues
• Increased automation and GenAI adoption within Change Operations
• Strong partnership with onshore Change, Release, and leadership teams