Tech Change Manager II

Job Summary

The Change Management II role independently drives end-to-end execution of the Change Management process for an assigned service area. The role coordinates conflict resolution for overlapping or high-risk changes, applies risk-based prioritization, and uses data insights to refine MoPs and risk-scoring inputs. The role partners across technical teams, requesters, and operational partners to ensure changes deliver intended outcomes with minimal customer impact

Responsibilities

• Own end-to-end execution of the Change Management process for an assigned service area, from intake through implementation review. 
• Review change records for completeness (MoPs, validators, risk scoring, customer impact); coach requesters on quality gaps. 
• Facilitate CAB / TCAB discussions for assigned changes; document decisions and drive follow-through to closure. 
• Independently weigh business risk, customer impact, and operational readiness for each change in queue. 
• Identify and resolve conflicts between overlapping changes; coordinate cross-team alignment for high-impact windows. 
• Apply risk-based prioritization to recommend approval, defer, or reject decisions; surface trade-offs explicitly. 
• Use data insights from change outcomes to refine MoP templates, validation criteria, and risk-scoring inputs. 
• Identify recurring change failure patterns within assigned scope; partner with Problem Management to drive corrective action. 
• Maintain process metrics for assigned scope (change success %, change rework %, CAB cycle time). 
• Facilitate cross-team conversations on change risk, options, and recommendations. 
• Communicate trade-offs (speed vs. risk vs. customer experience) clearly to peers, requesters, and stakeholders. 
• Write clear technical and process documentation that informs cross-functional audiences. 
• Train requesters and approvers on Change Management process steps, documentation standards, and risk practices for assigned scope. 
• Remove process blockers (unclear ownership, missing escalation paths) for assigned scope; escalate systemic issues. 
• Validate AI-suggested actions (e.g., risk scoring, change classification) for correctness before action; tune thresholds with Lead/Manager. 

Qualifications

• Bachelor's degree in IT, Computer Science, Business Operations, or equivalent work experience. 
• 5+ years in IT Service Management, with at least 2 years dedicated to Change Management process work in a complex production environment. 
• Demonstrated experience facilitating CAB or equivalent governance forums; documenting decisions and driving follow-through.

Certifications 

• Required: ITIL Foundation v3 or v4. 
• Preferred: ITIL Practitioner or ITIL Specialist - Create, Deliver & Support. 

Technical / Functional Skills 

• Strong working knowledge of an enterprise ITSM platform (ServiceNow, BMC Helix, or equivalent), particularly the Change module. 
• Proficiency in dashboards/reports (ServiceNow Performance Analytics, Tableau, Power BI, or equivalent) for change KPIs. 
• Demonstrated ability to assess Risk in a technical environment (systems, applications, change overlap). 
• Demonstrated ability to drive complex change reviews and apply 5 Whys for early-stage RCA. 
• Strong written communication; ability to write clear MoPs, runbooks, and stakeholder updates. 

Preferred Qualifications 

• Experience working in a telecommunications, cable, or service provider environment. 
• Familiarity with CMDB hygiene and CI lifecycle practices. 
• Experience tuning AI-assisted tools for risk scoring or routing in an ITSM context. 
• Exposure to Problem Management and the Change-to-Problem feedback loop.