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Job Purpose and Impact

Key Accountabilities

• Change Governance & Execution: Support the end-to-end Change Management process by reviewing and coordinating technology changes to help ensure they are appropriately planned, assessed, authorized, scheduled, implemented, validated, and closed in accordance with established policies and controls. Support governance for higher-risk, emergency, expedited, and freeze-exception changes and maintain accurate change records and documentation
• Change Readiness & Risk Assessment: Review change requests for business impact, technical risk, implementation and testing plans, resource readiness, communications, and rollback procedures. Identify potential scheduling conflicts, dependencies, capacity concerns, and service risks and provide recommendations to support informed approval decisions.
• Incident Management: Monitor Change Management performance and risk indicators, including change success, failures, emergency changes, approval compliance, lead times, and closure quality. Maintain process documentation and audit-ready records, support audit activities, track corrective actions, and identify trends or opportunities for process improvement.
• CAB & Stakeholder Coordination: Support and facilitate Change Advisory Board (CAB) and Emergency CAB activities, coordinating with application, infrastructure, network, security, release, incident, problem, and business teams to evaluate change readiness and minimize disruption. Communicate change status, risks, decisions, and required actions to appropriate stakeholders.
• Collaboration & Communication: Partners with vendors, third party service providers, and internal teams to resolve moderately network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
• Documentaiton & Reporting:  Documents  issues, resolutions, and performance trends, and provides reports to senior technical personnel and stakeholders to inform decision making and improve  operations.
• Project Management: Co-leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.

Qualifications

• 2+ years of experience in IT Service Management, technology operations, Change Management, governance, or a related field.
• Experience supporting Change Management processes, including change assessment, scheduling, approvals, implementation, and post-change review.
• Working knowledge of ITIL Change Enablement practices, risk assessment, governance controls, and broader service management processes.
• Experience participating in CAB or similar change governance activities, with the ability to evaluate change information and identify potential risks or impacts.
• Ability to collaborate with technology teams and business stakeholders, ask appropriate questions, and provide risk-based recommendations.
• Experience using an enterprise ITSM platform

Preferred: 

• ITIL 4 Foundation certification; advanced ITIL certification is an advantage.
• Experience with operational risk, compliance, or audit frameworks.
• ServiceNow certification or practical experience improving Change Management workflows and reporting.
• Experience supporting highly regulated, business-critical, or 24x7 technology environments.

Additional: 

• The business will not sponsor applicants for work visas for this position 
• This position requires onsite (hybrid) presence at our Midtown Atlanta Technology Hub, 3 days a week