Lead Specialist, Service Management

We are seeking a hands‑on ITSM Change Success and Compliance Analyst to support cloud‑based change governance and modern release pipelines. This role is designed for an individual contributor who partners closely with engineering, platform, and release teams to embed risk‑aware change controls directly into CI/CD workflows—balancing speed, reliability, and audit readiness across cloud and hybrid environments.

What You’ll Do:

• Govern technical production changes across cloud and on‑prem environments, ensuring changes are compliant, well‑documented, and audit‑ready.
• Embed change approvals, risk scoring, and evidence capture into CI/CD pipelines using gated workflows and pre‑authorized standard changes.
• Support and refine standard, normal, and emergency change models, with a focus on repeatable, low‑risk automation.
• Partner with platform and release teams to align cloud deployment patterns (IaC, pipeline‑driven releases) with ITSM change requirements.
• Ensure accurate CMDB relationships to support impact analysis and change traceability.
• Participate in post‑implementation reviews (PIRs) and drive incremental improvements based on release outcomes and failure patterns.
• Develop and review successful metrics with business and technology stakeholders
• Provide coaching on change management best practices
• Support audit scoping, walkthroughs, evidence preparation, sampling, and remediation tracking
• Evaluate changes for change policy compliance and develop dashboards for viewing status.

Technical Focus Areas:

• Cloud Platforms: AWS, Azure, and GCP
• CI/CD & Release: Azure DevOps, GitHub, GitLab, Jenkins
• Automation: Standard changes, approvals‑as‑code, evidence‑by‑design
• ITSM Tooling: ServiceNow Change and CMDB (or equivalent)
• Developer Tooling: Atlassian Jira and Confluence.

Required Qualifications:

• 12+ years of experience in ITSM, Release Engineering, Platform, or SRE‑adjacent roles
• Strong hands‑on experience with ServiceNow Change Management or similar ITSM platforms
• Practical understanding of CI/CD pipelines, cloud deployment patterns, and automated releases
• Experience supporting audit‑aligned change processes (SOX, ISO, SOC 2, or similar)
• Ability to translate governance requirements into engineer‑friendly workflows
• Mandatory to support global operations by working diverse shifts, including North America, EMEA, and APAC time zones, and participating in on-call rotations.

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