Overview
The Change and Configuration Analyst is responsible for driving Change Management and Configuration management within the IT organization.
This role ensures that IT changes are systematically planned, tested, approved, and deployed with minimal risk and disruption to the business.
The role also ensures Configuration Items (CIs) are managed throughout their lifecycle.
The expert collaborates with multiple stakeholders to drive process maturity, improve service quality, and support continuous improvement.
Reporting relationships
- This position reports to the IT Service Manager.
Responsibilities
- Change Management: Manage and coordinate IT Changes, including the classification, assessment, approval, and reviews
- Chair the Change Advisory Board (CAB), ensuring all changes evaluated for risk, impact, and readiness
- Maintain Change calendar while monitoring and reporting on Change metrics
- Oversee communication to impacted users and ensure all changes are properly documented
- Define and maintain process documentation and ensure compliance and adherence to SLAs
- Configuration Management: Manage end-to-end Configuration Management process.
- Define and maintain the lifecycle of Configuration Items (CIs) and their relationships.
- Manage the intake of CI model requests.
- Define relationships between CIs (apps, servers, infrastructure, etc...)
- Design, update and maintain Configuration Management Database (CMDB) structure
- Manage dynamic addition, removal and modification of CIs based on inventory scans
- Present and obtain CI model updates to product or domain owners
- Ensure compliance to configuration Management process while facilitating Configuration Management audits
- Facilitate release management by participating in the CAB
- Define and maintain process documentation while monitoring and reporting on Configuration Management metrics.
Qualifications
Academic
- A high school diploma or equivalent is required; an associate's or bachelor's degree in information technology, Computer Science, or a related field is preferred.
- ITIL v4 Foundation certification preferred.
Experience
- Previous experience in IT Service Management, with specific experience in Change and Configuration Management is highly desirable.
Skills and abilities
- Solid understanding of ITIL processes, especially Change and Configuration Management.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Experience managing data quality in a CMDB or similar system.
- Proficiency in interpreting reports and metrics to drive decisions.
- Strong facilitation skills (e.g., running CABs or training sessions).
- Customer-focused mindset and a passion for service excellence.
- Ability to work independently and manage multiple priorities.
Seniority level
Employment type
Job function
Industries
- Paper & Forest Products, IT Services and IT Consulting, and IT System Operations and Maintenance
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